Customer Support Specialist

Position Description

The Contract Change Analyst is responsible for the overall accuracy of contracts in ERP system. This position has primary responsibility for the initial review and implementation of all customer change orders.  This responsibility includes initial contract change analysis, routing/flow oversight of internal review and process end acknowledgement of these orders.  They will also review and assist Contract Order Entry Associate with large surges of new customer purchase orders.

Flexibility

This position is eligible to be performed remotely with limited on-site time required.

Compensation

The compensation package includes hourly base pay, and an array of benefits, including participation in Royal’s Employee Stock Ownership Plan (ESOP). Minimum starting pay is $21.50/hour. 

Essential Functions

• Generate accurate and timely bid responses on incoming customer requests for quote (RFQs).


• Assist Sales Engineer with the acquisition of current material pricing with terms and effectiveness appropriate for the application to support the RFQ/RFP process.


• Assist Sales Engineer with generation of product pricing by establishing material usage and labor time targets directly from customer supplied prints and models, as well as through updates of existing planning and parts lists.


• Maintain schedule and on time delivery of customer quotes.


• Coordinate post-bid evaluation and follow-up with customers via phone or email regarding submitted bids.


• Compile end of the month and assigned leading indicator reports for the sales team.


• Complete, submit, and scan customer forms required for NDA, PIA, Certifications and representations, etc.


• Maintain current customer contacts and information in ERP system.


• Ensure new customers are sent thank you letter and assist with the growth of fill customers.


• Oversee customer interface as related to informal customer requests prior to any customer-initiated purchase and/or change orders.


• Responsible for monthly scorecard review and working to correct errors with the customer.


• In coordination with shipping and receiving, administer RMAs to yield excellent customer support in the return, replacement or rework of product.


• Ability to maintain regular, punctual, and reliable attendance as set by the supervisor according to handbook guidelines consistent with the ADA, FMLA and other federal, state and local standards.


• Abide by all safety, quality, personnel, and other policies as applicable.

Education and Work Requirements:

• Formal education:  High School or equivalent required; Associate Degree in related field preferred.


• Experience:  Prefer 5 years in the aerospace industry, customer service or equivalent.


• Computer Skills:  Must be able to use common office software systems.


• Certificates and Licenses:  None required.