Customer Service Administrator
2 months ago
Administers warranty and maintenance agreements for customer service accounts to achieve division business objectives and to meet customer performance expectations. Responsible for the direction and oversight of major and/or multiple customer accounts. Interprets customer requests, monitors performance and delivery, investigates complaints, negotiates pricing, and discounts, and ensures compliance with warranty or maintenance agreements.
Roles and Responsibilities
Administers and/or provides oversight for specialized and/or major customer accounts of diverse scope and complexity in response to parts returned for service or replacement. Evaluates customer performance requirements, delivery schedules, and reviews estimates of material and labor costs.
Provides mutually acceptable solutions to customer problems that impact cost or schedule. Negotiates complex requirements across multiple customers, products, and internal teams. Focuses on repair process and stock allocation issues to maximize customer service levels. May re-prioritize repair schedules to meet customer commitments.
Investigates and resolves claims or complaints by collecting and analyzing information. Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities.
Approves or authorizes special price quotations and allowances, deductions, and adjustments on a case-by-case basis. Determines the need for amendments or extensions to warranty or service agreements. Determines when customer requested changes are out-of-scope. May confer with management regarding customer credits and precedent-setting decisions.
Recommends actions by analyzing and interpreting records of present and past operations, trends, and costs. Analyzes proposed changes in methods and/or procedures. May provide input to customer service engineering regarding maintenance or return trends and perform other specialized assignments.
Acts as the point of contact with the customer on assigned accounts. Coordinates customer visits, presentations, and/or audits. Maintains successful, long-term business relationships and contacts with high-level customer procurement employees. May have responsibility to coordinate and ensue coverage for aircraft-on-Ground/critical priority service.
Applies and may lead continuous improvement initiatives to improve the efficiency of internal systems and processes within the division and/or with corporate and customer involvement. Recommends actions by analyzing and interpreting data and making comparative analyses. Analyzes proposed changes in methods.
Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and/or participating in professional associations such as the National Contract Management Association (NCMA).
Ensures compliance with federal, state, and aerospace industry regulations (e.G., FAA); ensures adherence to requirements and advises management on needed actions.
May provide leadership to others in customer support, a related function, or a business team. Acts as prime contact on high level projects. Establishes goals and objectives required to complete projects. Trains and mentors less experienced employees.
Serves as a functional subject expert and resource. Shares specialized knowledge with others. Represents Company on specific projects. Contributes to team effort by accomplishing related results as needed. Work assignments may include cross-functional or project team responsibilities (e.G., continuous improvement).
Qualifications and Education Requirements
Bachelor s degree (BA) in Business Administration and experience which has provided both theoretical and practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through six or more years of related experience in technical product support or contract administration.
Thorough knowledge of warranty and maintenance agreements, industry practices, regulations, and policies. Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement, if applicable. May require knowledge of international trade and export requirements. Maintains a thorough knowledge of Parker products and customers. Ability to effectively assess, lead, and implement continuous improvement in critical and/or high-impact areas. Proficient with standard business application software and specialized data analysis or materials systems (e.G., electronic data interface (EDI) or manufacturing resource planning (MRP) systems). Ability to work on a variety of problems of diverse scope and complexity where analysis and evaluation of various outcomes require tradeoffs; solve a wide range of difficult problems in imaginative and practical ways; evaluate alternative solutions that may require coordination across multiple teams. Ability to establish goals and objectives to complete projects. Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures. Ability to respond to significant inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to negotiate effectively to obtain best prices and terms on repairing, replacing, and delivering products and services. Ability to effectively communicate and present information to team members, team leaders, customers, and top management. Ability to effectively demonstrate team member competencies and participate in goal setting, performance feedback, and self-development activities.
Additional Comments:
The essential functions have been provided as examples of the type of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an all-inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.
Pay Range:
The pay range for this position is $ $30.00-$40.00/hr; however, the pay offered may vary depending on job-related knowledge, skills, and experience. This pay information is being provided pursuant to applicable law and is based in part on market location.
Please Note:
Must have a valid driver s license and current state-required minimum vehicle insurance coverage to drive onto Client and Company property.
For more information, please email us at recruiters@cenergyintl.Com
Benefits:
The benefits available with this position include:
- Ongoing Training (RSO, Systems, Software Programs, OSHA Safety, JJ Keller, etc.)
- Continuous Employment Development and Learning
- Ongoing Advocacy, internal assets with HSE, Legal and HR teams and experts to aid in Employee Career Path and Advancement
- 401K
- Aetna & Kaiser Group Medical Coverage
- Dental Insurance Coverage
- Vision Insurance Coverage
- Basic Life Insurance & AD&D
- Long Term Disability
- Voluntary Short-Term Disability
- Access to Health Joy
- GAP Medical Coverage
- Direct Deposit
- Health Savings and Flexible Spending Accounts
Cenergy is a dynamic, diverse, woman-owned company that has provided stellar support to our clients globally for over 25 years We hire extraordinary people, and each of our team members are encouraged to embody our core values to drive innovation and own it with integrity and trust while adding to our positive and forward-thinking atmosphere.
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