Client Support Specialist

1 week ago

Fort Lauderdale, Florida, United States ACR Electronics Inc Full time
Note - This position requires experience with aircraft OEMs, distributors, or airlines.

Overview of the Client Support Specialist Role

The main responsibility of a Client Support Specialist is to manage customer purchase orders and Return Material Authorizations (RMAs) through the company's ERP system. This role involves keeping customers informed about the status of their orders, repairs, or replacements. The specialist will engage with customers via phone, email, or in-person to provide information regarding products or services, process orders, cancel accounts, or address complaints. Maintaining accurate records of customer interactions, inquiries, and actions taken is essential. Unresolved issues will be escalated to the appropriate departments for further resolution.



Key Responsibilities of the Client Support Specialist
  • Inputting customer purchase orders and RMAs into the ERP system
  • Managing electronic data interchange (EDI) transfers for customer orders and RMA data
  • Utilizing existing software to facilitate the RMA process (if applicable)
  • Providing assistance to customers through phone, email, and in-person interactions
  • Updating existing orders as necessary
  • Handling inbound communications including phone calls, emails, and faxes
  • Accessing the customer portal to retrieve orders and provide status updates (if applicable)
  • Demonstrating accuracy, responsibility, and tact in interactions with a diverse customer base
  • Managing customer orders and RMAs while providing timely status updates
  • Completing and closing RMAs and work order documentation (if applicable)
  • Scanning and uploading required documents into the current database system
  • Collaborating with various departments
  • Processing debits, credits, and other transactions as necessary
  • Assisting colleagues with their accounts during periods of absence
  • Adhering to all export compliance regulations
  • Following established customer service and repair work instructions and policies
  • Complying with all FAA regulations (if applicable)
  • Tracking and reporting daily key performance indicators (KPIs)
  • Performing other related duties as assigned by management

Note: This description outlines the primary responsibilities of the position and is not intended to be exhaustive of all tasks performed.

Required Skills and Abilities

  • Proficient in reading, writing, and speaking English
  • Skilled in using a PC and Microsoft Office Suite (Excel, Word, Outlook)
  • Strong computer and web navigation skills
  • Excellent communication abilities
  • Capability to work both independently and as part of a team
  • Detail-oriented approach
  • Effective phone communication skills

Knowledge, Education, and Experience

  • 3-5 years of experience in a customer service role is required
  • Experience with aircraft OEMs and/or airlines is essential


Compensation details: Yearly Salary



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