Customer Service Representative

Job description

Zodiac Aerospace Services Americasis an aftermarket organization supporting Repair, Customer Service Department & Spare Parts Distribution of Zodiac Group's aerospace companies. We are focused on customer support via strategically located FAA approved repair stations, and an Atlanta based central inventory. Zodiac Aerospace Services Americas is a Drug-Free Workplace employer - requires a drug/alcohol screening and a criminal background screening. Zodiac Aerospace Services Americas is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

The Customer Service Representative is responsible for responding to the needs of our customers with timely, accurate and professional delivery. The CSR coordinates day to day activity for customer requests, processes customer orders and quotes, and maintains front line communication with the Customer. They will update changes of order dates and ensure adherence with contractual obligations. The CSR is accountable to performance KPIs used to monitor department performance. Additional responsibility includes handling Customer AOG orders and escalation of customer issues to the Customer ServiceManager as needed.

DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

· Requests lead time, cost, evaluation of work done by the Repair Shop and data to build the quote for non priced materials or service and prepare and submit quotes to customer.
· Prepares, enters and follows-up orders to ensure good customer relations by meeting specified delivery dates.
· Follows up on Quotes (RFQ) and convert to orders (CO).
· Receives, reviews and acknowledges customer purchase orders, utilizing SPEC 2000/EDI/ AEROXCHANGE where applicable.
· Reviews orders prior to entering into system for correct pricing, order number and part number or description to ensure the accuracy of all data.
· Provides AWBs to the Customer.
· Conducts necessary customer contact and correspondence in a manner to establish and maintain optimum relations.
· Reviews all orders terms and conditions submitted by customers in depth to protect the business interest of the Company.
· Supports Returned Material Authorization (RMA) process.
· Administers the warranty claim request associated with repairs, if needed.
· Responds to the customer via phone, fax, email, Spec2000 (SITA) or in person the same day or not later than within the same business day of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc. A matrix should be setup to be able to measure this expected performances and provide management with corrective action plan when not met.
· Constantly monitor the backlog and pro-actively inform customers, with phone calls, of recovery plan if promise date will slip. Formal writing should follow after the phone call.
· Supports Accounts Receivables (AR) by being pro-active and taking the lead in resolving any open issues that may contribute to no / slow payment.
· Work with sales and accounting to establish credit limits for new and slow / no paying customers.
· Monitors assigned customers’ “credit status”, and proposes, on a priority basis, items that can be shipped to customers due to their “over credit limit” circumstances.
· Prepare established or special customer status reports to management and sales team for assigned customers.
· Serve as AOG officer in rotation between all CSRs.

QUALIFICATION REQUIREMENTS

a) Knowledge and Skills

· Technical aptitude
· Knowledge of Excel
· Data entry
· Ability to with people in a team environment.

· Competencies
· Decision Making
· Problem Solving
· Communication
· Integrity
· Adaptability
· Teamwork
· Work Standards

c) Education and/or Experience

· Requires a high school diploma or equivalent and 2 years of experience in the field or in a related area.

d) Communication Skills

· Good oral and written communication skills essential for interaction with customers.

e) Physical Demands

· Ability to travel as needed.

Employment Opportunity and Affirmative Action Statement

It is the policy of Zodiac Aerospace Services Americas to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex, pregnancy, age, national origin, disability, military or veteran status, citizenship status, genetics, or any other characteristic protected by applicable federal, state, and local laws. We are strongly committed to this policy and believe in the concept and spirit of the law

ID: ZSU - 5444