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Customer Service Representative
1 month ago
JobsRUs.com
is seeking to hire a Customer Service Representative for our client in Irvine, CA
Benefits Available
Weekly Pay
$35.00/Hour
Must have customer services/ order management experience
Aerospace experience, Aerospace aftermarket customer experience and contracts experience
Position will be clients customer interface providing part status, reviewing customer purchase orders/contracts, reviewing customer request for quotes, submitting pricing proposals, order entry and system updates.
POSITION SUMMARY
Administers contracts and agreements for customer accounts to achieve division business objectives and to meet customer performance expectations
Acts as customer and division facing point of contact
Responsible for the direction and oversight of major and/or multiple customer accounts
Interprets customer requests, monitors performance and delivery, investigates complaints, generates proposals, negotiates pricing, and ensures compliance with contracts and agreements.
ESSENTIAL FUNCTIONS
Administers contracts by analyzing performance requirements and customer purchase order requirements issued against Purchase Orders, Basic Contract Agreements, and/or Long-Term Agreements
Analyses include performance to delivery schedules, pricing, terms and conditions and other contract provisions
Ensures contract files and supporting documents are maintained.
Determines technically and commercially compliant proposal packages in response to customer or contract requirements
Evaluates performance requirements, delivery schedules, and estimates of costs of material, equipment, and labor hours.
Negotiates basic contract requirements in accordance with legal and company regulations and policies
Negotiates price, terms and conditions, deliveries, and other business issues within scope of responsibility
Ensures contract provisions are clear and conform to company policy.
Investigates customer claims by collecting and analyzing information
Monitors contract performance and determines the need for contract amendments or extensions
Determines when customer directed changes are out-of-scope
Maintains records of contract change activity.
Authorizes the work to be performed by releasing the Sales Order into the system
Provides contract information to others in planning or operations for order fulfillment and communication with customers.
Researches and resolves customer issues and provides status
Keeps the customer informed until the specific problem is resolved.
Recommends actions by analyzing and interpreting data and making comparative analysis
Analyzes and proposes changes in methods and/or procedures to improve efficiency and the quality of service
May develop provisioning recommendations for new aircraft maintenance agreements.
Acts as the point of contact with the customer on assigned accounts
Coordinates customer visits, presentations, and/or audits
Maintains successful, long-term business relationships and contacts with customer procurement employees
May have responsibility to coordinate and ensure coverage for ?aircraft-on-ground/MICAP” ground/critical priority service.
Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and/or participating in professional associations such as the National Contract Management Association (NCMA).
Ensures compliance with federal, state, and aerospace industry regulations (e.g
FAA); ensures adherence to requirements and advises management on needed actions.
Shares specialized knowledge with others
Represents Company on specific projects
Contributes to team effort by accomplishing related results as needed
Work assignments may include cross-functional or project team responsibilities (e.g
continuous improvement).
Job Requirements: QUALIFICATIONS
Education and Experience
Bachelor’s degree (BA) in Business Administration or an equivalent combination of education and experience which has provided both theoretical and practical knowledge in the field
Demonstrated ability to perform the essential functions of the job typically acquired through two or more years of directly related experience in technical product customer support or contract administration.
Knowledge, Skills and Abilities
Knowledge of warranty and maintenance agreements, industry practices, regulations, and policies
Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement, if applicable
May require knowledge of international trade and export requirements
Maintains a thorough knowledge of client products and customers
Knowledge of and ability to effectively apply implement continuous improvement principles and techniques
Proficient with standard business application software and specialized data analysis or materials systems (e.g
electronic data interface (EDI) or manufacturing resource planning (MRP) systems)
Ability to work on a variety of problems of moderate scope and complexity where analysis of the situation or data requires thorough identification of factors and analysis of impact; work within general work objectives; evaluate alternative solutions that may require coordination across multiple teams
Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures
Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to negotiate effectively to obtain best prices and terms on repairing, replacing, and delivering products and services
Ability to effectively communicate and present information to team members, team leaders, and customers
Ability to effectively demonstrate team member competencies and participate in goal-setting, performance feedback, and self-development activities.
TYPICAL MENTAL AND PHYSICAL DEMANDS
While performing the duties of this job, the employee is required to sit
The employee frequently is required to use hands to operate a computer and talk and hear
The employee is occasionally required to stand and walk
Specific vision abilities required by this job include close vision
Also expected of the employee is regular attendance, the ability to work cooperatively and professionally with others and members of the public, and the ability to manage multiple tasks at once
Overnight, long distance travel may be required, based on the individual needs of the position.
(The essential functions have been provided as examples of types of work performed by employees assigned to this job classification
The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions of the job
The physical and mental demands described above are representative of those required to successfully perform the essential functions of this job