Customer Service Administrator

POSITION:         Customer Service Administrator

Status:                Non-exempt

Location:             Auburn, Washington

Department:     Customer Service

Supervision:      Director of Customer Service

SUMMARY:

This position will perform administrative and clerical functions for the Customer Service Department. This position fosters strong relationships through interpersonal skills and professional demeanor. This position reports to the Senior Customer Service Representative/Contracts Analyst and backs up the Customer Service Account Managers as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·        Assist Customer Service Account Managers in resolving accounting discrepancies with customers, utilizing system reports for evaluation of issues

·        Navigate various customer EDI (Electronic Data Interchange) portals and upload order information which may include repair prices, delivery dates, shipping information, and other order information as required.

·        Generate reports from the internal ERP system to support the various requirements of the customer and/or department; reports will vary and may include: weekly status reports, EOM (End of Month) reports, performance reports, and other reports as requested.

·        Interface with other departments to provide work order information such as technical data, “hot slips” (expedited orders), and other information as needed.

·        Build various reports through Excel to supply information needed for performance metrics, historical reviews, and business trip reports.

·        Timely and accurate data entry functions to support the customer service team.

·        Perform phone duties such as answering and forwarding.

·        Utilize various office equipment machines such as copier, scanner, and printer. 

·        Build and maintain positive and professional relationships with internal and external contacts.

·        Perform other duties as assigned.

·        Report to work on a regular and consistent basis.

REQUIRED ABILITY TO:

·        Required ability to type accurately and efficiently.

·        Use 10-key accurately on a consistent basis.

·        Perform detail oriented tasks in an efficient and timely manner.

·        Build alliances, partnerships and collaboration with co-workers in a tactful, professional and respectful manner. Be a team player with strong interpersonal skills.

·        Demonstrate excellent verbal and written communication skills (face-to-face, via email, and over the telephone) including listening to others attentively and retaining and processing information.

·        Effectively negotiate and problem solve to resolve issues.

·        Arrange competing priorities to meet goals and deadlines.

·        Proficiently utilize MS Office and internal software.

·        Commit to passionately and consistently promoting a professional culture that is trustworthy, honest, and socially responsible while championing an energetic and positive work culture.

·        Promote and carry out the objectives of the organization in a positive and professional manner.

·        Build commitment to team, company, mission and customer through direct communication and positive role modeling.

REQUIRED EDUCATION/EXPERIENCE:

·        High school diploma or equivalent.

·        One (1) year of work experience in a customer service-related position.

·        Two (2) years of work experience in an office administration setting.

·        Any combination of education and experience to demonstrate proficiency.

·        Excellent analytical and organizational skills. 

·        Typing and 10-key experience.

DESIRED EDUCATION/EXPERIENCE:

·        Familiarity with aviation industry, aircraft knowledge and technical documents.

·        Bachelor’s Degree in Business Administration, or related field from an accredited institution.

·        Advanced Microsoft Excel knowledge with the ability to use pivot tables and the VLookup function.

·        2-4 years’ experience in a customer service role.

·        Technical aptitude.

WORKING CONDITIONS:

·        Continuous work in an office setting. 

·        Minimal contact with industrial work areas and second hand materials.

·        Weekdays during office hours and holidays.  

·        Use of Company computer programs and systems.

Why Work For Us?

We offer competitive pay and benefits including:

• Medical, Dental, Vision, Life and AD&D Insurance
• Vacation, Personal Time Off, and Holiday Pay
• Long-Term and Short-Term Disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) with an employer contribution of $500 a year
• 401(k) Plan with discretionary employer match
• Employee Assistance Program (EAP)
• Employee Discount Perks
• Career growth and community involvement

Schedule: 40 hours a week, Monday- Friday