Customer Service Representative I

Description:

CSR acts as the direct liaison between Customers and Monogram Systems to complete repair requirements and notifications. The CSR will be responsible for supporting customer's repair orders (ROs) and other related activities involving order management, supporting the customer's needs related to repairs along with customer follow up.

Lead in the execution of warranty policies and customer service. This position is responsible for interpretation, implementation, and management of customer repair orders, its requirements and regulations. This includes knowledge of ERP System, Airworthiness certifications such as FAA, EASA, TCCA, military and export compliance regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Processes customer quotations, including quotations using proper methods and practices.
• Updates the customer of the status of their quotation, request/process approvals and follow up repair order Operational Status.
• Escalates the prioritization of the quotation, as necessary.
• Process and print Bill of Ladings (BOL) and Packing Slip, follow up shipments.
• Create customer reports and make sure customer repairs are on time.
• Review customer paperwork, price lists and quality paperwork to assure accuracy.
• Responsible for promptly answering incoming telephone calls and emails in a professional manner. Provides the customer with the most recent information and updates.
• Processes requests to meet quality scorecard goals and KPIs.
• Receives and responds to customer complaints in quality management system, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction.
• Creates and maintains customer data records to include receiving, in process and shipping.
• Leading customer orders reviews weekly (or as needed) with assigned accounts.
• May provide additional support to the general customer service team, as needed.
• Follows Company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance with the job.
• Performs additional duties as assigned.
• Must have excellent written, verbal and presentation skills.
• Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
• Must be proficient with Word, Excel, and other appropriate software.
• Attend customer meetings concerning service and support activities

Job requirements

Education: High School, Associate Degree or equivalent, in Business Administration or related field; or equivalent experience.

Experience: Minimum 2 years' experience in Sales or Customer Service in a manufacturing environment

Computer Skills: Competent with MS Office programs: Excel, Word, and PowerPoint

Other Skills:

• Basic Knowledge of Sales methodologies
• Proven ability to manage customer requests and concerns
• Excellent communication skills, both verbal and written
• Ability to build and maintain effective relationships in a Team setting environment
• Stronger organizational and interpersonal skills
• Ability to analyse & summarize information

Preferred Skills: Experience working with aerospace product and manufacturing

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