Customer Service Coordinator

Title: Customer Service Coordinator

Location: MA Devens 01434

Summary:

• Looking for someone with HEAVY Excel experience: VLOOKUP Pivot Tables Formatting Edits Duplicates Filtering Sorting Data
• True Customer Service: Managing a customer in a database. Working with customers daily by email and phone. Speaking ability with articulation and good oral and written skills.
• Understanding of a POs/Contracts: Review terms and make sure they meet expectations. Work in multiple systems gathering or researching data for customers.
• Face paced
• Like to see longevity or career progression. Do not want to see a lot of contract jobs.
• 8am5pm but can be flexible
• Onsite No Remote work

POSITION SUMMARY

Maintains customer satisfaction by providing product service and account information and monitoring performance for product warranty maintenance agreements and/or purchase orders. Typically responsible for groups of accounts that are moderately complex or where account relationships are wellestablished.

ESSENTIAL FUNCTIONS

1. Administers customer accounts by reviewing service and/or spare product requirements to existing terms and conditions of purchase orders or maintenance agreements.

2. Establishes and maintains customer relationships through courteous and efficient servicing of customer requests. Maintains regular communication with assigned customer accounts and responds to customer service issues.

3. Prepares and submits correspondence in response to customer requests. Maintains an appropriate level of confidentiality with regard to customer and company matters.

4. Responds to requests for quotations in a timely manner and coordinates with price estimating. Reviews pricing for reasonableness submits quotations/proposals for customer review and handles

customer questions regarding the submitted quote/proposal.

5. Coordinates with various functions of the company (e.g. quality shipping/receiving accounting order entry planning and shop personnel) on customer issues. Prioritizes requests and commits to reasonable production and/or provisioning leadtime.

6. Releases repairs to production when customer approval is received by submitting work order to scheduler and updating sales order with delivery date and repair costs. Develops action plans to address past due items. May have oversight of order entry activity and shipping for spares.

7. Monitors delivery status and provides status reports to customers by gathering data researching outstanding shipments obtaining uptodate shipping information and following up with the customer.

8. Ensures invoices have been processed and paid by monitoring the customers account status and coordinating with Accounts Receivable. Supports the companys collection efforts.

9. Investigates and resolves customer complaints or claims by collecting and analysing documentation and prior history files. Resolves complaints regarding damaged late or incorrect shipments and may have authority to offer discounts up to a limited maximum dollar amount.

10. Ensures the accuracy of sales order entry data and backlog information by monitoring customer accounts and preparing reports (i.e. backlog shipped not invoiced and contract hold).

11. May review warranty claims discuss product substitutions and alternatives based on customer requirements and provide special pricing for nonstandard warranty items and repairs.

12. Contributes to continuous improvement activities and recommends cost reduction suggestions and/or ways to improve the quality of service.

13. Develops knowledge of procurement practices and FAA regulations *** products and manufacturing processes and customers.

14. Supports the team by accomplishing related results as needed. Work assignments may include crossfunctional or project team assignments.

QUALIFICATIONS:

• Education and Experience
• One to two years of related college level courses certificate completion or related job training in contracts or business administration that has provided both theoretical and practical knowledge in the field.
• Demonstrated ability to perform the essential functions of the job typically acquired through four or more years of related experience in administrative marketing/customer service or product support areas.

Knowledge Skills and Abilities

• Knowledge and understanding of customer service administration policies and practices and FAA regulations including government procurement if applicable. General knowledge of *** products and manufacturing inspection and repair processes. General understanding and ability to apply continuous improvement methods.
• Ability to work on assignments that are moderately complex where judgement is required in evaluating information resolving problems and making recommendations. Ability to work with only general work direction with no instructions usually given for routine work and general instructions given for new work or special assignments. Ability to define problems collect data establish facts and draw valid conclusions. Ability to calculate amounts such as discounts proportions and percentages. Ability to communicate effectively to present ideas facts and some technical information and to respond to inquiries and complaints from customers or regulatory agencies. Ability to use standard business software applications and specialized spreadsheet and database systems (e.g. manufacturing resource planning (MRP) financial and accounting data). Ability to effectively demonstrate team member competencies and participate in goalsetting performance feedback and selfdevelopment activities.