Job Title : Customer ServiceCoordinator

Duration : 6Months

Location : Devens MA01434

Summary :

Lookingfor someone with HEAVY Excel experience : VLOOKUP Pivot TablesFormatting Edits Duplicates Filtering Sorting Data.

True Customer Service : Managing a customer in a database.Working with customers daily by email and phone. Speaking abilityWith articulation and good oral and written skills.

Understanding of POs / Contracts : Review terms and makesure they meet expectations. Work in multiple systems gathering orresearching data for customers.

Maintainscustomer satisfaction by providing product service and accountinformation and monitoring performance for product warrantymaintenance agreements and / or purchase orders.

Typically responsible for groups of accounts that are moderatelycomplex or where account relationships arewellestablished.

Essential Functions :

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

2.Establishes and maintains customer relationships through courteousand efficient servicing of customer requests. Maintains regularcommunication with assigned customer accounts and responds tocustomer service issues.

3. Prepares and submitscorrespondence in response to customer requests. Maintains anappropriate level of confidentiality with regard to customer andcompany matters.

4. Responds to requests forquotations in a timely manner and coordinates with priceestimating. Reviews pricing for reasonableness submitsquotations / proposals for customer review and handles

customer questions regarding the submittedquote / proposal.

5. Coordinates with variousfunctions of the company (e.g. quality shipping / receivingaccounting order entry planning and shop personnel) on customerissues.

Prioritizes requests and commits to reasonable productionand / or provisioning leadtime.

6. Releasesrepairs to production when customer approval is received bysubmitting work order to scheduler and updating sales order withdelivery date and repair costs.

Develops action plans to addresspast due items. May have oversight of order entry activity andshipping for spares.

7. Monitors delivery statusand provides status reports to customers by gathering dataresearching outstanding shipments obtaining uptodate shippinginformation and following up with the customer.

8. Ensures invoices have been processed and paid bymonitoring the customers account status and coordinating withAccounts Receivable.

Supports the companys collectionefforts.

9. Investigates and resolves customercomplaints or claims by collecting and analyzing documentation andprior history files.

Resolves complaints regarding damaged late orincorrect shipments and may have authority to offer discounts up toa limited maximum dollar amount.

10. Ensures theaccuracy of sales order entry data and backlog information bymonitoring customer accounts and preparing reports (i.

e. backlogshipped not invoiced and contract hold).

11. Mayreview warranty claims discuss product substitutions andalternatives based on customer requirements and provide specialpricing for nonstandard warranty items and repairs.

12. Contributes to continuous improvement activities andrecommends cost reduction suggestions and / or ways to improve thequality of service.

13. Develop knowledge ofprocurement practices and FAA regulations products andmanufacturing processes and customers.

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

Qualifications :

One to two years of related collegelevel courses certificatecompletion or related job training in contracts or businessadministration that has provided both theoretical and practicalknowledge in the field.

Knowledge Skills andAbilities :

Knowledge andunderstanding of customer service administration policies andpractices and FAA regulations including government procurement ifapplicable.

General knowledge of products and manufacturinginspection and repair processes. General understanding and abilityto apply continuous improvement methods.

Ability to work on assignments that are moderately complex wherejudgment is required in evaluating information resolving problemsand making recommendations.

Ability to work with only general workdirection with no instructions usually given for routine work andgeneral instructions given for new work or specialassignments.

Ability to define problems collectdata establish facts and draw valid conclusions. Ability tocalculate amounts such as discounts proportions andpercentages.

Ability to communicate effectivelyto present ideas facts and some technical information and torespond to inquiries and complaints from customers or regulatoryagencies.

Ability to use standard businesssoftware applications and specialized spreadsheet and databasesystems (e.g. manufacturing resource planning (MRP) financial andaccounting data).

Ability to effectivelydemonstrate team member competencies and participate in goalsettingperformance feedback and selfdevelopment activities.

Last updated : 2024-06-12