Analyst, Customer Support

3 months ago

Wellington, United States AAR Full time

Title: Analyst, Customer Support Location: United States-Kansas-Wellington Other Locations: United States Job Number: 15774 Functions as customer’s and company’s focal point for all issues related to products and services provided to the customer. Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders over the phone, and manage web-based ordering, confers with management regarding customer service credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders. May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments. § Develops and maintains positive customer relationships by addressing customer concerns in a proactive and timely manner in accordance with company standards § Performs cost analysis to help maximize profits by offering alternate solutions within the confines of the contract § Reviews customer repair orders and initiates company repair processes, communicates any changes in customer requirements to the organization § Informs company personnel of incoming customer orders § Updates and maintains customer profiles for all departments regarding Customers Contract or LTA requirements (if any), Parts Manufacturer Approval (PMA) or Designated Engineering Repair (DER) usage, Turn-around-Time expectations, quality and accounting requirements § Monitors processing of all customer requests and orders, both internal and external of plant, to ensure compliance with the customers’ requirements § Coordinates the resolution of all customer issues related to pricing, schedule, cost, quality, warranty, invoicing, and technical matters § Communicates with the customer to acknowledge receipt of all customer requests and provides status reports to the customer on a regular basis or as requested by the customer § Acts as focal point for all incoming and outgoing written and verbal communication with assigned customer(s) § Autonomy to price jobs according to market at own discretion § Provides already established Flat Rate Pricing (FRP) and time and material quotations § Coordinates and attends customer off-site and on-site visits in company with Sales & Marketing staff (as required) § Performs other duties as assigned Pursuant to International Traffic Arms Regulations (“ITAR”) and the Export Administration Regulations (“EAR”), applicants for SELECT positions will be required to provide proof of U.S. Citizenship, U.S. Permanent Residence, or U.S. Immigration Status in order to meet the minimum qualifications for those select positions. All inquiries related to citizenship are asked solely to comply with ITAR and EAR export licensing requirements. Legally authorized to work in the United States without company sponsorship. Qualifications: Thorough knowledge of: Customer service in manufacturing, purchasing or an aerospace related environment Microsoft office basics § Skill to: Communicate orally and written Manage multiple tasks simultaneously with rapid changes in priorities Handle adverse and urgent situations Learn industry-related software Learn all products and services provided to the customer We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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