Customer Service Specialist (CUSTO006436)

About the role

Manage assigned customers and accounts to provide customer service and support, including contract compliance, RFQ’s, quotes, order processing, order status, shipment processing, returns, and customer interface with Sales, Engineering, Operations, Quality, and Finance teams.

Responsibilities

• Ensure safety is the foundation of daily work through vigilance and accountability
• Excellent Customer service, organization skills, communication skills and relationship management for assigned accounts
• Order acknowledgement, processing, modifications, and maintenance (contract files)
• Contract / Order management, and resolution of directed changes, cancellations, terminations, and associated claims
• Create and submit quotes to customers and field sales representatives. Conduct proposal reviews and coordinate customer responses via portal / email
• Strong interpersonal skills and ability to collaborate effectively in cross-functional teams (Engineering, Quality, Shipping, Purchasing, Sales)
• Troubleshoot and follow up on late customer deliveries including problem solving and reporting on recovery plans (milestone charts, etc.)
• Support Finance in the resolution of unresolved invoices
• Ability to create and manage various Excel spreadsheets. Responsible for creating daily reports for leadership on a weekly basis
• Experience with contract management systems including customer portals
• Cook product returns, repairs, and warranty claims
• Conduct and manage customer calls and onsite visits as needed. Providing order report status and updates

Qualifications

• Associate’s degree or Equivalent experience
• Experience, training, and demonstrated performance in the following areas: Sales and customer service, Interpersonal skills (oral and written communication, integrity, teamwork, and respectful), Administrative Skills (organizational, time management, planning, problem solving)
• Experience Using MS Office, MS Excel, ERP Systems and customer portals
• Familiarity with sales and support with cross functional technical calls
• Contracts administration and contracting including FAR, DFAR, NNPI, ITAR, Import/Export, ISO, SOX
• Experience as a Customer Service Specialist for the Aerospace and Defense Markets
• Bachelor’s or better in General Business

Skills

• is fair, credible, confidential, fiscally responsible and accountable for decisions and actions
• Respects and Values People - Encourages and brings out the potential of others
• Customer Focus - Acts with excellence in each and every interaction
• Teamwork - Is inclusive, engaged and collaborative, shares information, ideas and experiences to accomplish goals, improve decision making and leverage capabilities
• Results Focus - Focused on the outcome, not the obstacle
• Continual Improvement - Encourages and drives innovation

Benefits

• Competitive Compensation
• Bonus platforms
• Holidays/Vacation/Sick Time
• 401k Savings & Investment Plan
• Tuition Reimbursement
• Medical/Dental/Vision Plans
• HSA/FSALife & Disability Insurance
• Accident/Hospital/Critical Care Plans
• Pet Insurance
• Gym & Rideshare Incentives
• Legal Insurance/Identity Theft
• Flexible Schedules
• 3 & 4-day work week
• ½ day Fridays