Customer Service Representative jml

Duties and Responsibilities within Region:

1. Meeting and or exceeding company and individual goals

2. Manage the post award life cycle of the purchase order/contract. Including but not limited to:

• Order Entry

• Order Acknowlegment

• Manage SO Due on & Ship on dates.

• Driving resolution for any customer holds, issues and escalations.

3. Participate in ongoing cross-functional, product, industry, and customer training.

4. Independently driving and owning post order management.

5. Develop an understanding of the customers in the regions(s) and their product

demands.

6. Participate in ongoing process improvement, product, industry, customer

knowledge training.

7. Use critical thinking and advanced problem-solving capabilities to coordinate

resolution of customer issues regarding product, pricing, lead-times, or quality.

8. Works independently and cross functionally with internal/external departments,

including Sales, Supply Chain, Accounting, Trade Compliance, Quality and

Warehouse.

9. Be proficient in regional specific requirements (i.e.-contract review, USG

FAR/DFARS, flow downs, penalties, source inspections, customer portals, etc.)

10. Prepare and maintain status reports for customers and management as needed.

11. Communicate with customers by phone, MS Teams and e-mail daily.

12. Back up for Data Entry as needed for SQ entry.

13. Attending daily/weekly/monthly meetings as scheduled.

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Requirements:

1. Positive attitude and attention to detail

2. Excellent Communication Skills, both verbal and written

3. Highly motivated, energetic, and success oriented

4. Courteous, tactful, and possess excellent interpersonal and relationship building skills

5. Must be highly organized and detail-oriented with the ability to work well under pressure

6. Customer Service or account management experience preferred

7. Proficient in Windows environment, including Microsoft Word, Excel

8. Bachelor's degree and/or 5-7 years related experience

9. Foreign language skills preferred

10. Minimal travel may be needed

Training:

• Pentagon Basics

• Export & ITAR compliance

• Aerospace Industry Quality Training (Which includes QMS training, FAA 00 56,

Traceability, 8130- 3 documents, PAH’s, ESD, Suspected Unapproved Parts, Shelf

Life/LLP’s, AD’s, ATA Spec 300, PMA Parts, Direct Ship Authority, Repair Stations, and

Standard Terminology

• 90 Day Probation OJT

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