Customer Service Representative

Description du poste

Main Duties and Responsibilities:

• Responds to call or emails to customers to provide follow-up on inquiries.
• Process customer Purchase orders promptly and accurately, including EDI, entry, follow up.
• Handling and resolving customers complaints.
• Process material returns (RMA's) as requested by the customer.
• Maintain a balance between company policy and customer benefit in decision making.
• Carry out other duties, responsibilities, and projects as may be assigned, in an effective manner.
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products/services to ensure business targets are met.
• May provide after-sales support for client contracts to ensure customers satisfactions are met.
• Performs duties related to overall customer service.
• Provides support to sales team with regard to customer concerns.
• Serves as customer interface on product status and delivery.
• Consistently documents customer service needs to identify patterns and maintain quality.

Minors:

• Conduct data analysis across multiple data points and report using Excel or statistical suite.
• Create PowerPoint summaries, reports and recommendations for internal groups and executive team as needed.
• Identify and support Customer Support & Sales Department with delivery and quality issues within the organization and at the customer.

Exigences du poste

Technical skills:

• Familiar with ERP's.
• Familiar with Microsoft office suite.
• Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service.

Experience:

• Experience in customer service activities. “Aviation Background preferable.”

Know-How:

• Customer Service.
• Sales & Marketing.
• Planning and Organizing.
• Quality Focus, Efficiency & Problem Solving.
• Organizational Awareness.
• Documentation Skills.
• Teamwork.
• Ownership.

Interpersonal skills:

• Calmness under pressure and maintain records in timely and accurate mode.
• Good decision-making, communication.
• Ability to encourage and motivate people with responsible attitude.
• Interest in helping and working with customers.
• Should have sound practical judgment of priorities.
• Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers.
• Maintain clear and accurate data entry, documentation and reporting skills, as required.