Customer Service Representative

Customer Service Representative

This department responds to customer quote requests for sales of aircraft interior parts and repair services. It is also responsible for supporting marketing and providing support to the External (outside) Sales function.

Essential Duties and Responsibilities

Respond to incoming inquiries sent in through various market platforms as well as directly from Customers and from Sales & Marketing Management.

Entry of all applicable information into ERP system, and quote tool form.

Collect costs and understand market value when compiling a customer quotation.

Develop pricing based on input from the Technical Support Teams research and the compiled market information.

Send out formal quotations within pricing limit approvals set by management.

Convert Quotes to Sales Orders for distribution to appropriate personnel internally.

Communicate with accounting verifying existing customer terms and credit limits as well as setting up an account and terms for new customers.

Confirm and send order acknowledgements.

Communicate to customers when product ships, providing necessary documents and information.

Status and support solving risks that may arise during processing time.

Respond to and resolve customer complaints, returns, warranty and assist with billing issues/credits communications as needed.

Work with other departments, to complete quotes, through verification of lead-times, costs and availability of parts to ensure that delivery dates can be committed to.

Follow up with Production & Planning Dept. to ensure delivery dates of orders are met on the customer's behalf. Communicate quickly and effectively any changes in delivery schedule with customer and Sales Manager.

Maintain Sales Records, Quotes, and correspondence for each customer. Keep customer and sales files up to date.

Administer Customer Furnished Equipment, work with Technical Support, verifying capability, meeting requirements, and follow up with customer on approvals.

Comply with and keep records updated properly within AS9100 guidelines.

Obtain industry knowledge to better support current opportunities and target new customers.

Understand in-house products and services to offer different solutions when possible.

Assist sales team associates to support department and company objectives.

Comply with company policies and procedures.

Other departmental duties as assigned

Qualifications

High School Diploma or GED

Minimum 3 years applicable experience

Proven leadership, teamwork, and negotiation skills.

Excellent organizational, customer service, communication, and presentation skills

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, filing cabinets and fax machines.

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 tal