Customer Service Representative

As a Customer Service Representative, this role will be responsible for domestic and international customer order and invoice process, providing support by managing all transactional communications, inquiries, documentation, data entry and invoices, in coordination with plan operations and procedures. This role will perform all functions with the objective of meeting the customer’s needs and expectations, in accordance with the required safety regulations and quality standards, and export standards.

• Interact with customer and sales staff by answering incoming calls or emails, and addressing customer requests
• Maintain customer confidence and satisfaction and handles service-related issue through demonstrated experience
• Work with approved repair vendors to quote and manage multiple repair projects for customer assets
• Manage parts supply and repair opportunities from RFQ through completion, including vendor sourcing, quotations, pricing, margin management, and customer coordination
• Build and maintain relationships with OEMs and approved parts supply vendors as well as repair stations to secure competitive pricing, lead times, and supply and repair solutions
• Track the parts supply and repair pipeline, open orders, vendor performance, and profitability, proactively addressing issues to drive revenue growth and on-time delivery
• Use Pentagon or other business software systems to set up and retrieve customer information, verify inventory level and process orders.
• Process sales orders and order changes including price quotation, purchase orders, shipment, and delivery date confirmations, and cancellations.
• Accurately invoice customers and assist with resolving credit issues
• Analyze historical purchasing and sales data to determine price lists and other financial forecasting requirements
• Follow updated ITAR export or dangerous goods shipping procedures when applicable
• Identify quality issues or other customer problems and informs the department responsible.
• Coordinate with shipping/receiving department in arranging shipping dates for open orders.
• Generate reports and use spreadsheets to understand open orders, consignment replenishment, etc.
• Provide information and weekly reports to management and sales force.
• Work with sales staff to manage consignment inventory and customer accounts.
• Support Aircraft on Ground (AOG) orders, which may require occasional weekend availability to remotely coordinate time-sensitive orders and shipments with customers and warehouse teams.
• Performs other related duties as assigned.
• *The company reserves the right to add or change duties at any time.