Customer Support Analyst

2 weeks ago


Wellington, Kansas, United States AAR Full time

Title:
Analyst, Customer Support

Location:
United States

Job Number: 15774

Role Overview:
This position serves as the primary contact for customers and the organization regarding all inquiries related to products and services.

Responsibilities include representing the company to both external and internal clients, addressing product-related inquiries, tracking lost shipments, clarifying customer orders for logistics, processing phone orders, and managing online ordering systems. The role also involves collaborating with management on customer service credits, handling returns, identifying quality assurance issues, and documenting pricing discrepancies on mail orders.


Key Responsibilities:

§ Foster and sustain positive customer relationships by proactively addressing concerns in alignment with company standards.

§ Conduct cost analyses to enhance profitability by proposing alternative solutions within contractual limits.

§ Review customer repair requests and initiate necessary repair processes, communicating any changes in customer requirements to relevant departments.

§ Inform company personnel of incoming customer orders and maintain updated customer profiles regarding contract requirements, quality standards, and accounting needs.

§ Oversee the processing of all customer requests and orders to ensure compliance with customer specifications.

§ Coordinate the resolution of customer issues related to pricing, scheduling, quality, warranty, invoicing, and technical inquiries.

§ Acknowledge receipt of customer requests and provide regular status updates as required.

§ Serve as the main point of contact for all written and verbal communications with assigned customers.

§ Exercise discretion in pricing jobs according to market conditions.

§ Provide established Flat Rate Pricing (FRP) and time and material quotes.

§ Organize and participate in customer visits, both on-site and off-site, alongside Sales & Marketing staff as necessary.

§ Perform additional duties as assigned.

Qualifications:

Essential Knowledge:
Customer service experience in manufacturing, purchasing, or aerospace environments.

Proficiency in Microsoft Office applications.

Skills Required:
Effective oral and written communication.

Ability to manage multiple tasks with shifting priorities.

Capability to handle urgent and challenging situations.

Willingness to learn industry-specific software and products.

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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