Job Title: Customer Service Representative

Department: Production Control/Engineering

Reports to: Production Control Mgr

Location: Grand Prairie, Texas

Full/Part Time: Full time

Remote work authorized: No

FLSA Classification: Exempt

CBA: No

Effective Date: 1 June 2024

Security Clearance Req: No

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Heritage offers a stable work environment with career growth opportunities. We take great pride in our people and believe they are our greatest asset.

 Job Summary:

The Customer Service Representative is the forward face of the company and ensures that customer requirements are addressed throughout the production process. They will provide two-way communication ensuring the best outcomes for our customers. 

Duties/Responsibilities:

• Conduct direct contact and interface with the external customer.
• Work directly with operations to verify production status (orders) and expedite if required to meet customer requirements.
• Attend customer calls, shortage meetings, support new work negotiations, conduct program reviews, and other requirements to ensure the customer is supported.
• Respond promptly to customer inquiries through various channels, providing professional customer support.
• Strategically plan and manage logistics, transportation, and customer service.
• Work closely with transportation subcontractors, process shipments, and ensure they are delivered within agreed terms.
• Resolve any arising problems or complaints.
• Monitor transport costs.
• Process customer orders, returns and requests.
• Maintain records of customer interactions, transactions, comments and rectifications.
• Communicate and coordinate with co-workers as necessary.
• Negotiate delivery dates across multiple customers to identify and realize efficiencies and ensure on-time production deadlines.
• Perform other duties as assigned.

 Work Experience, Education, and Skills: 

• 4 years of prior relevant experience.
• Strong problem solving skills.
• Strong interpersonal skills with a positive demeanor.
• Excellent time management skills.
• Ability to create a collaborative environment across groups in the company.
• MS Excel, PowerPoint, Project familiarity.

 Physical Demands:

• Office environment, with occasional visits to the shop floor.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to access all areas of the facility to determine needs.
• May require travel.

 What We Offer:

Teammates at Heritage Aviation receive a robust benefits package which includes medical, dental, and vision plans, matching 401k, Paid Time Off, paid holidays, employer paid term life, AD&D, long and short-term disability, and education and certification reimbursement. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)