Summary: The Customer Support Representative ensures that all customer needs are promptly addressed by responding to customers’ requests, orders, questions, and concerns in a timely and accurate manner, while exercising the highest level of service and quality.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Maintain multiple customer and vendor accounts in database
- Accurately and efficiently enter customer sales orders, purchase orders, and returns.
- Release sales orders and purchase orders according to min/max parameters
- Monitor and track design changes, ensuring all supporting documents are on file
- Monitor and track order changes and assist with disposition of obsolete inventory
- Promptly resolve customer service issues to the customer’s satisfaction per company procedures and standards
- Communicate customer needs and follow through to end result
- Work closely with production, purchasing, shipping, engineering, and quality and to ensure customer’s needs are met
- Prepare daily, weekly, monthly, and quarterly reports to facilitate on-time delivery, track and monitor changes, and measure/improve results
- Perform administrative duties, reports and special projects associated with Customer Support and Purchasing
- Ensure customer satisfaction by meeting customer needs in a professional, courteous, and timely manner
- Assist with work order management, starting with work order releases and tracking work order shortages
- Complete metrics on a weekly, monthly, and quarterly basis.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
EDUCATIONS and/or EXPERIENCE
Must have post-secondary education or equivalent experience. Two years’ work experience in a comparable position preferred
POSITION SPECIFIC REQUIREMENTS:
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required.
LANGUAGE SKILLS
Ability to read and interpret documents such as purchase orders, quotes, invoices, and instructions. Ability to write routine reports and or correspondence. Ability to communicate effectively and professionally with customers and coworkers.
MATHEMATICAL SKILLS
Ability to perform office math functions.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions in written and oral form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to problem solve and respond quickly to customer needs.
OTHER SKILLS AND ABILITIES
- Impeccable Attention to Detail with Strong Organizational Skills
- Exceptional Communication Skills and Professional Presence
- Innovative problem solver, results minded, and solution focused
- Effective team player with the ability to work independently
- Strong keyboarding skills
- Proficient in MS Office and Office 365
- Experience working with MRP/ERP – EVO~ERP experience helpful but not required
PHYSICAL DEMANDS Must be able to sit at the desk most of the day. Must be able to keyboard and perform other repetitive tasks. Must be able to lift up to 25 pounds occasionally.
WORK ENVIRONMENT This is an on-site position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually moderate. This is a fast-paced environment, requiring adaptability and flexibility.
EEO Statement: APAvionics provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, martial, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training.
ADA Statement: It is APAvionics policy not to discriminate against any qualified employee or applicant with regard to any terms or conditions of employment because of such individual’s disability or perceived disability, so long as the employee can perform the essential functions of the job. APAvionics will provide reasonable accommodations to a qualified individual with a disability, as defined by ADA, who has made APAvionics aware of his/her disability, provided that such accommodation does not constitute an undue hardship on the Company.