Customer Support Specialist

Position Summary

Thales is looking for a Customer Support Specialist, whose role is to provide exceptional customer support by managing spares and repairs activities while ensuring the accurate and timely processing of customer requests, quotations, orders, and repair transactions. This role serves as a primary point of contact for both internal and external customers and plays a key role in supporting order fulfillment, operational efficiency, and overall customer satisfaction through close collaboration with cross-functional teams.

Key Areas of Responsibility

• Serve as the primary point of contact for customers by responding to inquiries related to spares, repairs, quotations, order status, delivery schedules, and repair estimates while providing exceptional customer service throughout the order lifecycle.
• Process customer quotations, sales orders, Returned Material Authorizations (RMAs/MRAs), and repair transactions within the ERP/MRP system, ensuring accuracy, compliance with established procedures, and adherence to contractual requirements.
• Cook up with cross-functional teams, including Operations, Supply Chain, Engineering, Finance, and Accounting, to support order fulfillment, communicate status updates, resolve issues, process customer credits, and ensure timely execution of customer requests.
• Maintain accurate customer records, pricing information, order documentation, repair data, and related customer support materials while ensuring data integrity and compliance with company processes.
• Monitor customer account activity and assist with departmental reporting, key performance indicators (KPIs), and collection support activities to help drive operational performance and customer satisfaction.
• Identify, escalate, and support the resolution of customer concerns, order exceptions, and process issues while participating in continuous improvement initiatives that enhance customer service, operational efficiency, and overall business performance.

Minimum Qualifications

• Minimum of 2 years of experience in customer service, order management, sales support, repair administration, supply chain support, or a related customer-facing operations environment.
• Demonstrated ability to provide exceptional customer service while building positive relationships through strong verbal, written, and interpersonal communication skills. Strong organizational skills with exceptional attention to detail and the ability to accurately process transactions while following established policies and procedures.
• Prowess with Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint, with the ability to effectively manage documentation and customer communications.
• Proven ability to manage multiple priorities, meet deadlines, and adapt to changing business needs within a fast-paced, team-oriented environment.
• Associate degree or an equivalent combination of education and relevant work experience.
• Experience supporting the aerospace, defense, manufacturing, electronics, or other highly regulated industries is preferred.
• Experience working with ERP/MRP systems is preferred, with SAP experience considered a plus.
• Familiarity with government contracting environments and systems, including PIEE, WAWF, CAV, and GFP, is preferred.
• Experience supporting spares, repairs, aftermarket services, customer order fulfillment, or similar operational support functions is preferred.
• Ability to lift up to 25 pounds and occasionally assist with the movement of materials throughout the facility.

Special Position Requirements

• Must be a US Person as defined in applicable law.
• Must be a U.S. Person as defined in applicable law, or otherwise authorized or eligible for authorization, to access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR).