Client Relations Analyst
2 weeks ago
As a vital link between our clients and the organization, the Customer Support Analyst serves as the primary contact for all inquiries related to our products and services.
Key Responsibilities
- Act as the representative for both the company and the customer, addressing product inquiries, tracking shipments, and clarifying orders for the fulfillment team.
- Collaborate with management on matters concerning customer service credits, returns, and quality assurance issues.
- Evaluate stock allocations in limited supply and assist in pricing negotiations and adjustments.
- Foster and sustain positive relationships with customers by proactively addressing their concerns in alignment with company standards.
- Conduct cost analyses to enhance profitability by proposing alternative solutions within contractual limits.
- Review and initiate repair processes for customer orders, ensuring any changes in requirements are communicated effectively.
- Maintain and update customer profiles across departments, ensuring compliance with contractual obligations and quality expectations.
- Oversee the processing of customer requests and orders, ensuring they meet the specified requirements.
- Coordinate the resolution of customer issues related to pricing, scheduling, quality, and technical inquiries.
- Provide timely updates to customers regarding the status of their requests and orders.
- Serve as the main point of contact for all written and verbal communications with assigned clients.
- Exercise discretion in pricing jobs based on market conditions.
- Offer established pricing structures and quotations as needed.
- Facilitate customer visits, both on-site and off-site, in collaboration with Sales & Marketing.
- Perform additional duties as assigned.
Qualifications
- Knowledge: Comprehensive understanding of customer service within a manufacturing or aerospace context.
- Skills: Proficient in oral and written communication, capable of managing multiple tasks with shifting priorities, adept at handling urgent situations, and willing to learn industry-specific software and product offerings.
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