Customer Service Representative

Customer Service Representative

Apply locations Lachine, 32nd Avenue, CAN

Time Type: Full time

Posted: 30+ Days Ago

Job Requisition ID: JR100568

Our Incora Story is really taking off – we’d love you to join us for the journey.

We are currently seeking an exceptional customer service professional to join us as a Customer Service Representative.

As the leading supply chain solutions business in the aerospace industry, customers are at the heart of our business.

The Customer Service Representative I is accountable for facilitating and building customer relationships through providing continuous high-quality service and support. The Customer Service Representative will maintain a basic working knowledge of sales policies, internal practices, and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration (RMA's, prioritization, and order release, etc.), and ensure overall customer expectations are met.

About you

• Know, understand, and incorporate the Incora philosophy, value, and vision in all business behavior, practice, and decisions.
• Maintain up-to-date knowledge of Incora customer requirements and distribution methods and timing.
• Maintain positive working relationships with external customers and all inter-working departments and personnel.
• Provide excellent customer service with the intention of building and maintaining customer relationships through fast and accurate processing of requests.
• Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on-time delivery throughout the day.
• Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions.
• Provide LTA contract administration support, as assigned.
• Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on-time delivery to meet customer expectations (daily).
• Prioritize orders based on urgency of product needed, specifications, and shipping and delivery.
• Reports to: Manager, Sales Supervisor, Customer Service EEO - Administrative Support Worker.
• This job description is intended to generally convey the duties of this position. It is not an all-inclusive listing of duties and it is not a contract, expressed or implied.
• Process daily release orders system and verify against contract to ensure information is correct.
• Process material returns (RMA's) as requested by the customer.

Understand and ensure proper quality flow downs are in place for contract review.

• Access customer website to update shipping and delivery status and work with customer to ensure high delivery and quality rating.
• Assist in issuing shopping and inventory locator service requests.
• Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes, and/or customer purchase orders.
• Prepare and follow through with customer expedite requests.
• Train/mentor others within the sales department (as assigned).
• Perform ad hoc projects and tasks (as assigned).
• Attend department or company-sponsored training or meetings, as required.

Educated to National Vocational Level (NVQ) or equivalent (EU).

High School Diploma or GED is required.

1-3 years of combined Sales and Customer Service experience required (within the aerospace industry is preferred).

Most importantly, you will be passionate about our Incora Values and exceeding customer expectations.

• Courage: Take ownership for issues and problems.
• Collaboration: Share knowledge and experience with others.
• Commitment: Focus on ensuring internal and external customer expectations are met in a timely way.

What Incora can offer you:
An exciting package that includes great salary and benefits you would expect from a growing ambitious company, a chance to work in a first-class brand-new environment but most importantly we will offer you the chance to become part of our Incora story.

• We want you to share in the success of Incora, so every employee is eligible for one of our incentives programs.
• Incora offers 8 Paid Holidays with 2 additional Floating Holidays for all Full-Time employees.
• Full-Time Non-Exempt employees receive up to 80 hours of Vacation per year, increasing with length of service. In addition, they will receive a separate amount of Sick Time.
• Full-Time Exempt employees are part of Incora’s FlexTime policy, as well as 80 hours of Exempt Sick time.
• Family friendly policies such as 2 weeks paid parental leave.
• We believe every little helps by offering a generous discount portal only available to Incora employees via Perkspot.
• Employer paid Group Life Insurance at 1x salary, STD, and LTD.
• Incora offers three (four for California) different health plans with competitive premiums for all full-time permanent employees.
• Incora offers a 401K plan with company match.
• Very importantly we want to be with you to help your career take off and become part of the Incora Story.

So, if you feel you have all of this, and want to be part of developing the Incora Story, apply now. We can’t wait to hear from you.

We are passionate about Diversity & Inclusion and we welcome applications from all persons regardless of their age, race, gender, disability, religion/belief, or sexual orientation.

Incora is a leading, global provider of innovative supply chain solutions. Our promise to our customers is to reduce complexity and increase reliability so they can deliver mission-critical solutions that improve our world. We exist to enable the mission critical.

With a strong foundation in the aerospace and defense markets, we also utilize our expertise to serve industrial manufacturing, marine, pharmaceuticals, and beyond. We manage all aspects of supply chain from procurement to warehouse management, from logistics to on-site customer services.

We pride ourselves on offering:

• Industry-leading capabilities
• Innovative solutions
• Greater customer value
• Trusted supplier relationships
• Business growth and operational efficiency