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Customer Service Representative 1

2 weeks ago

South Gate, California, United States Precision CastParts Full time
Customer Service Representative 1

Country

United States of America

State / County

California

City

South Gate

Division

Wyman Gordon

Company

Dickson Testing Company

Function

Sales

Workplace Type

On-Site

Position type

Full Time

Opportunity ID

19994

Company Profile

With more than 120 operations and approximately 20,000 employees worldwide, Precision Castparts Corp. is the market leader in manufacturing large, complex structural investment castings, airfoil castings, forged components, aerostructures and highly engineered, critical fasteners for aerospace applications. In addition, we are the leading producer of airfoil castings for the industrial gas turbine market. We also manufacture extruded seamless pipe, fittings, and forgings for power generation and oil & gas applications; commercial and military airframe aerostructures; and metal alloys and other materials for the casting and forging industries. With such critical applications, we insist on quality and dependability – not just in the materials and products we make, but in the people we recruit.

PCC is relentless in its dedication to being a high-quality, low-cost and on-time producer; delivering the highest value to its customers while continually pursuing strategic, profitable growth.

In 2016, Berkshire Hathaway, led by Chairman and CEO Warren E. Buffett, acquired Precision Castparts Corp.

Job Description

Business Profile

Wyman-Gordon is a worldwide supplier to the aerospace and industrial gas turbine markets. We hold quality accreditations for all of the major airframe and engine manufacturers for both civil and military applications. Wyman-Gordon creates rotating closed-die forgings which are critical for aerospace and land-based gas turbines. Wyman-Gordon also manufactures structural forgings for airframe, nuclear, petrochemical, power generation, and space applications.

Location Profile

Located in South Gate, Dickson Testing Company, Inc. is a full-service destructive testing laboratory serving aerospace and metallic producers worldwide. Our laboratories serve our customers with metallurgical, mechanical, corrosion, and chemical testing services. In support of these services our facility provides complete specimen fabrication, cut off services and heat treat capability.

Position Summary

Responsible for receiving, monitoring and processing customer requests in a prompt and timely manner, with emphasis on accuracy and professionalism, interface with other departments to ensure customer requests are processed as promised, perform positive call closure to ensure customer satisfaction, provide feedback and input on how to handle service requests, review all open calls or requests and perform follow-up as needed, maintain customer accounts, direct any customer concern to supervisor/manager.

Primary Duties & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, ability and/or competency needed for successful performance in the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Comply with PCC Code of Conduct Requirements and all PCC Cardinal Rules (e.g., Quality and Safety).
  • Work safely under functional safety guidelines such as PPE and equipment interaction.
  • All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable Company policies and procedures.
  • In the event of uncertainty or lack of knowledge of Company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.
  • Primary role is to accelerate the order intake process by streamlining the receipt of Purchase Orders into our system. This includes working with Shipping/Receiving to gather paperwork and test specimens and kick off jobs into production. Accuracy is essential.
  • Quick resolution of any issues delaying order intake, involving direct communications to our clients when things are missing such as drawings and technical information.
  • Also responsible for outside processors and vendors, daily communication, assuring they keep to their promises on delivery and communication of any delays.
  • Helps resolves simple questions from both vendors and clients as related to orders.
  • Also be responsible for returning samples to clients after testing is completed. This includes gathering, professionally packing, shipping, and professional communication to the client.
  • Assists the Customer Service Group as directed.
  • Maintains good liaison with other departments.
  • Contacts customers to ascertain data omitted on orders.
  • Prepares and forwards preliminary paperwork to Returns and Replacements.
  • Assists in Returns and Replacements as needed.
  • Builds sustainable relationships and trust with customer accounts through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Other duties as assigned.

Required Skills

  • Critical competency is being our customer's advocate.
  • Ability to effectively communicate with all levels of the organization, including customers, coworkers, management and vendors.
  • Ability to handle things professionally in a high pace, urgent and time dependent environment.
  • Effective interpersonal and customer service skills.
  • Attention to detail.
  • Ability to professionally compose correspondence.
  • Ability to manage time effectively.
  • Ability to work well independently and within a team.
  • Reliability is essential.
  • Proficient MS software user, e.g., Word, Excel, Outlook.

Experience & Education

  • High school diploma or GED equivalent required.
  • College degree preferred but not required.
  • 2+ years of relevant work experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; walk and sit. The employee occasionally lifts and/or moves up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • Manufacturing and laboratory environments. The noise level in the work environment is usually moderate.

This description is intended to describe the type and level of work being performed by a person assigned to this position. It is not an exhaustive list of all duties and responsibilities required by a person so classified.

The job may require additional hours beyond a 40-hour workweek.

For informational purposes only, the range of pay for this role is $17.25 to $23.00 US Dollar (USD) Hourly based on a variety of factors. For informational purposes only, this role is eligible to participate in the Company's Quarterly Cash Bonus Plan, paid out at the quarterly bonus factor of 1X the Company's bonus multiple, based on the Company's performance in the applicable quarter. Employees will receive 80 hours paid time off every year. Employees will also receive 10 paid holidays. Employees (and their families) are eligible to participate in the company's medical, dental, vision, and basic life insurance. Employees are eligible to enroll in the Company's 401(k) plan.

This position requires use of information or access to production processes subject to national security controls under U.S. export control laws and regulations (including, but not limited to the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR)). To comply with those regulations, this position may require applicants to be U.S. Persons (i.e., U.S. citizens, U.S. lawful permanent residents, protected individuals as defined by 8 U.S.C. 1324b(a)(3)), or eligible to obtain the required export authorizations from the U.S. Department of State or the U.S. Department of Commerce.