What are the responsibilities and job description for the Customer Servie Rep position at Sonfarrel Aerospace?
The Customer Service Representative (CSR) is responsible for supporting customer's purchase orders and other related activities involving order management and supporting the customer's needs.
Lead in the execution of customer service policies. This position is responsible for interpretation, implementation, and management of all contractual requirements related to customer service. This may include knowledge of military and export compliance regulations.
DUTIES AND RESPONSIBILITIES:
A) Processes customer Purchase Orders (PO) by i) Reviewing its Terms and Conditions and making sure they comply with previously approved terms.
Prior review and approval will have been provided by the Contracts and Quality departments
Entering the customer's PO into the ERP system
Collaborating with the Planning organization to meet the customer's PO requirements, not limited to the requested delivery date
Acknowledging the order to the customer by forwarding the system generated Order Acknowledgment or using the customer's PO portal.
B) Retrieves and analyzes customer On-Time Delivery scorecards and communicates the results of the analysis to the Customer Support or Sales management. Collaborates with the customer's representatives to adjust the OTD metric in case of errors in the data.
C) Functions as the primary point of contact to the customer regarding any subject, then requests support from responsible parties within the organization, in order to respond to the customer's inquiry.
D) Provides aircraft production forecast information to Sales and Planning personnel for use in the company's ERP.
E) Ensures compliance with all contractual requirements related to order entry and management. For example, enforcement of a program's contractual lead times, delivery change and cancellation policies.
F) Processes special order requirements such as Company Sponsored Orders (CSO), Engineering Qualification Orders, credits, debits, and Return Material Authorization (RMA), according to customer and/or company requirements.
Process customer requests for RMA numbers to return defective or damaged NEW products. Collaborate with other process owners within the RMA procedure to make sure the customer's return is completed in a timely manner.
Prepares and gives presentations to customers and internal departments related to orders.
Additional duties may be assigned in support of the company's operations. For example, periodic scheduled relief of the Operator/Receptionist.
QUALIFICATION REQUIREMENTS: A) Knowledge and skills: A successful candidate must be a good communicator who is able to maintain diplomatic and positive relationships with customers and colleagues at all levels. The candidate must have excellent problem solving and team building skills. The candidate must have a strong knowledge of ERP, inventory control, budgets/costing, forecast/ planning, and analysis. This candidate must be able to interpret and implement contractual requirements related to Customer Service and Support (this will also include Export Compliance and Unique Military requirements). This candidate must have excellent skills utilizing office computer software such as Microsoft Word, Excel, and PowerPoint. Additionally, this candidate must have the ability to assemble and deliver presentations to customers and to other departments and personnel in the company.
B) Education and/or Experience: A BA/BS in Business, Engineering or another discipline appropriate to general aerospace business management is preferred but not required. Equivalent experience will be considered. Direct experience with Contract Negotiation, Program Management, Lean Manufacturing, Six Sigma and/or general manufacturing is highly desirable.
C) Communication Skills:
Equal Employment Opportunity is an Equal Opportunity and Affirmative Action Employer. The Company is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. U.S. Citizenship/Permanent Resident is required for most positions.
ITAR REQUIREMENTS
To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.