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Customer Service Representative

3 months ago

Homestead, United States HEICO Full time
Job Description

Overview of Position:
Responsible and held accountable for repair customer maintenance/support for contracted and noncontracted customers.

Responding to customer support requirements/requests, communicating and expediting AOGs/critical orders, tracking lead times and account requirements, administration of unit receipts/shipments, and quote administration. Represents and provides essential customer service duties and responsibilities internally (interdepartmentally) and externally by assisting and answering general inquiries via phone or email generated from the customer Silver Wings or Wencor website.

Essential Duties and Responsibilities:
* Contact customers via phone/email to advise status on orders.
* Enter customer and/or vendor quotes into a database.
* Provide customer status reports according to individual customer requirements and preferred
templates.
* Generate daily reports tracking customer unit priorities.
* Enter and manage priority codes for customer work orders in Quantum.
* Audit and update customer profiles as required (contracts, addresses, preferences, etc.).
* Communicate and track customer priorities including critical/AOG requirements with associated
departments.
* Coordinate efforts and customer requirements with applicable departments and personnel as
required.
* This includes but is not limited to status reporting (quarterly, bi-annually, or annually).
* Other duties as assigned.

Other Knowledge, Skills, and Abilities
* Strong communication skills
* Team oriented
* Self-motivated
* Interpersonal Skills - Focuses on the solution, not the problem; Remains open and objective to
others' ideas and tries new things.
* Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Is able to multitask and be able to change priorities as required by the customer and company-driven demands.

*Be proactive and reactive making appropriate adjustments for what is required accordingly.
* Quantity - Meets productivity standards as required; Completes work in a timely
* manner; Strives to increase productivity; Works quickly.
* Dependability - Follows instructions, responds to management direction; Takes responsibility for
own actions; Keeps commitments.

Requirements

Education and Experience Requirements:
* High School Certification
* 1-3 years of related experience and/or training; or equivalent combination of education and
experience is also a consideration. Aviation experience preferred.

Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional
journals, technical procedures, or governmental regulations. Ability to write reports, business
correspondence, and procedure manuals. Ability to effectively present information and respond to
questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:
Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common
fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Skills:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only
limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral,
diagram, or schedule form. Ability to work in high paced environment where multi-tasking is a must.

Physical Demands and Work Environment:
The physical demands described here are representatives of those that must be met by an employee to
successfully perform the essential functions of this job.

* Frequently required to talk or listen.
* Regularly required to sit and use hands to finger, handle or feel.
* Is occasionally required to stand, walk, reach with hands and arms, and lift up to 10 pounds.
* Works in moderate noise levels.