Customer Service Representative

Summary

We are seeking an enthusiastic, detail-oriented candidate with a desire to help us exceed our customers’ expectations and become part of a winning team.  As a Customer Service Sales Analyst you will need to be action-oriented and a flexible problem-solver who listens to our customer’s needs and offers innovative solutions.  You will become knowledgeable of our company products and programs as well as be responsible for sales order contracts from inception through delivery and invoicing.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Create, maintain and enhance the customer experience across all functions
  • Answer incoming customer inquiries, and provide assistance as needed
  • Manage customer orders and shipments closely to meet and exceed customer expectations for quality, service and delivery
  • Become fluent in all aspects of market, customer, and product knowledge for assigned customers.
  • Act as a resource on special plating, custom logos, webbing samples
  • Responsible for customer RFQs, PO review, Customer Portal updating, order entry, order status and document requests
  • Provide customer support on technical product inquiries, FAA, OCR and quality regulations
  • Develop strong key customer and inter-departmental relationships and trust
  • Review and provide cost information to outside sales representatives
  • Understanding and analysis of Engineering drawings and technical documentation
  • Work with all departments to identify and eliminate issues that challenge company objectives
  • Act as a liaison between the customer and internal team members to ensure all customer expectations are communicated and met throughout the organization
  • Proactively prioritize work and effectively multitask to ensure required follow-up and deadline delivery
  • Act as the first line of communication to customers as needed with solid and professional written and verbal communication
  • Proactively seek out process improvements and offer new ideas to help you and the team be more efficient and effective in strengthening all existing and new customer relationships
  • Research and determine validity of all requests for RMAs
  • Receive, document and communicate all customer complaints

SKILLS AND QUALIFICATIONS

  • Customer service-oriented and energized by helping others succeed. Possesses outstanding interpersonal skills, positivity, and enthusiasm
  • Previous manufacturing experience and/or understanding of the manufacturing processes.
  • Possesses, or is able to develop superior proficiency in utilizing an ERP system to manage material, orders, and shipments
  • Superior communication skills, both verbal and written, including the ability to communicate with confidence and conviction
  • Ability to develop, improve, and maintain outstanding relationships with customers, colleagues, and external business partners
  • Performance-focused, proactive self-starter. Biased to do things before being asked, excellent attention to detail and organizational skills, creative insight into problem-solving. Able to multi-task, manage time, and balance multiple priorities simultaneously
  • Take the initiative to effectively anticipate the needs, handle the issues, and resolve the problems of internal and external customers. View complaints as opportunities act as a customer advocate and is dedicated to building relationships for long-term mutual benefit
  • Excels at working both independently and collaboratively. Able to work with minimal supervision. Keeps supervisor sufficiently informed.
  • Comfortable with appropriate risk-taking; exercises good judgment in making calls when “perfect” information and solutions are not attainable.

Competencies

  1. Customer/Client Focus
  2. Problem Solving/Analysis
  3. MS Office Suite
  4. Time Management
  5. Communication Proficiency
  6. Teamwork Orientation
  7. Technical Capacity

Supervisory Responsibility

This position has no supervisory responsibilities

Work Environment

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time position.  Days and hours of work are Monday through Friday.  Shift hours are defined by Customer Service Manager and territory assignment.  Overtime required as necessary and as approved by Customer Service Manager

Travel

Travel is not required for this position

Required Education and Experience

  1. Bachelor’s degree preferred
  2. High school diploma or equivalent
  3. Two years customer service experience
  4. Aerospace experience is a plus

AmSafe is an Equal Opportunity/Affirmative Action Employer.  We do not discriminate in employment because of a person’s race/ethnicity, color, religion, sex or sexual orientation, genetics, marital status, age, national origin, mental or physical disability, veteran’s status, gender identity or any other status or condition protected by applicable federal, state or local laws.  The attached job requirements are subject to change to reasonably accommodate qualified disabled individuals.  AmSafe reserves the right to modify, interpret, or apply this job description in any way the company desires.  This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying the position.  This job description is not an employment contract, implied or otherwise.  The employment relationship remains “at-will.”  To conform to US export control regulations, applicant should be eligible for any required authorizations from the US Government.

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