Customer Service Representative II

About the role

The Customer Service Representative II plays a crucial role in our customer-centric business, focusing on building and maintaining strong customer relationships through exceptional service and support. Key responsibilities include investigating and resolving customer issues, managing accounts, and ensuring customer expectations are met.

Responsibilities

• Facilitate and build customer relationships through continuous high-quality service and support.
• Maintain a basic working knowledge of sales policies, internal practices, and sales administration work instructions.
• Leverage internal partnerships to investigate and reconcile non-commercial customer issues.
• Perform basic account administration tasks such as RMA's, prioritization, and order release.
• Ensure overall customer expectations are met by responding promptly and professionally to customer inquiries.
• Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions.
• Support LTA contract administration as assigned.
• Process, monitor, and release incoming orders to ensure on-time delivery to meet customer expectations.
• Prioritize orders based on urgency, product specifications, and shipping/delivery needs.
• Communicate internally to manage pending orders and coordinate with relevant departments.
• Train and mentor others within the sales department as assigned.
• Perform ad hoc projects and tasks as assigned.

Requirements

• Knowledge of Incora values and commitment to meeting internal and external customer expectations.
• Up-to-date knowledge of Incora customer requirements and distribution methods.
• Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint).
• Experience in sales and customer service, preferably within the aerospace industry.
• High School Diploma or GED.