Customer Service Representative

3 days ago

Elkins Park, United States AgustaWestland Philadelphia Corporation Full time

Reference : 2570 Job Title: F.O.C. Customer Service Representative Department: Fleet Operations Center - Customer Support & Training Reports to: Supervisor, Fleet Operations Center Direct Reports: N/A Location(s): 3050 Red Lion Road, 19114 Philadelphia, PA Summary of Position: (Brief description of overall responsibilities and function) F.O.C. CUSTOMER SERVICE REPRESENTATIVE (F/T) Address Customer Facing Activities and Account Management Activities as described below. Essential Duties and Responsibilities: (Specifically describe the essential duties and responsibilities in order of estimated percentage of time that is spent on each). Duties and Responsibilities: % of Time 1. Customer Facing Activities for the Fleet Operations Center (FOC) and Customers' AOG (aircraft-on-ground requests): Manage Front Line communications to all assigned customers, acknowledging all inquiries (internal and external) by Email, Telephone, Business to Business, Leonardo portal, or other communication, and directing the communication where appropriate to internal departments as required. Manage the expectations of the customer, negotiating timelines for projects, and timelines for order expectations. Working hand and hand with the planners and repairs team for the most accurate information. Acknowledge all customer complaints, queries, requests for information including all issues that may arise (Customer reporting requests for historical sales, Shipping Issues, Pricing Issues, Warranty Requests/Warranty Denials, COMP/Service Plans, Service issues, Order Statuses, etc), escalating where appropriate to Management / Customer Support Management. Provide constant updates to customers regarding order statuses, material updates, shipments, tracking numbers and general overview of the account (Coordinating with accounting, Customer Support Management, and technical support to address all concerns / requests for information with the customer for the meetings). 45% 2. Account Management Activities: Process AOG inbound orders from customers quickly and accurately within hours. Identify orders or issues that require immediate escalation due to the situation, urgency, part availability, or critical status, and review for Management Escalation in support of Work stoppage or AOG upgrade. Manage pricing issues for ordered materials and quotations where SAP does not have active pricing, making requests to pricing department, request quotations from procurement to provide to the pricing department, calculate pricing for prorated materials, and ensure pricing is updated in the system before shipment or invoicing of any materials. Issue credits or debits to the customer's account once approved supervisors as appropriate. Manage customer account with Finance including credit limits, credit card payments, over limit statuses, requesting manual order release requests with accounting, and escalating issues to Customer Support Management where appropriate regarding credit limit status. Follow inbound shipments arriving for customer materials (Internal and External) to insure expedited processing within the warehouse, and immediate release of needed materials to customers. Research part number issues for arriving orders, quotations, and claims using technical resources (IETP Technical Catalogue, Product Support Engineering, Field Reps), insuring follow-up until correct material is identified. Includes having at least a basic knowledge of the AW Parts catalogues and drawings. Manage Customer priorities daily, releasing orders and expediting orders due (internal and external), communicating with Material Planning, Procurement, Technical Support, International offices, for updates, escalating orders where appropriate to meet customer requirement dates / Service Policy Commitment Dates. Continually learning and understanding of warranty olicy, COMP contracts, Consignment contracts, and parts certifications. Other tasks as assigned in support of the team activities. 55% TOTAL: 100% Qualifications for Position: A. Education and Experience High School Diploma or equivalent required Three years' experience with Microsoft office skills- including outlook, word, excel. Prior experience in customer service or related administrative support position. Three years' experience with Microsoft office skills- including outlook, word, excel Knowledge of principles, theories and concepts in customer support, order processing. C. Competencies & Attributes Have a good phone presence. Excellent written/oral communication skills. Multitasking and follow ups Excellent organizational skills Present a professional demeanor. D. Licensure/Certification N/A Equal Opportunity Employer/Vet/Disability

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