What are the responsibilities and job description for the Customer Service Representative position at CTL Aerospace, Inc.?
Customer Service Representative
Job Description
CTL Aerospace is a full-service FAA/EASA/CAAC Repair Station providing services to the aerospace industry since 1946. The CTL Repair Division specializes in the overhaul and repair of aircraft metal and composite components.
We are seeking a talented professional to work in a fast-paced, team-oriented environment as a Customer Service Representative at our northern Cincinnati, Ohio location (less than 30 minutes from Dayton and/or northern Kentucky).
Under minimal supervision, this person will handle customer requests for information on request for quotes, provides assistance to internal/external customers regarding past/planned shipments, pricing, schedules, and invoicing problems and provide a variety of clerical and administrative support.
Job Requirements
- Responds to customer requests for status details on current/past orders in a timely fashion. Responsible for documentation of customer account information as required by customers. Complies and sends quotes to customers and tracks quote approvals.
- Provides details to others within the Repair Division for Requests for Quote, technical and engineering details on repair scopes and special needs for a timely response to the customer.
- Notifies production management of customer concerns, order status and key customer contacts. Requires the need to understand and make maximum use of computer programs for order entry, reports, inquiries, and various directories that provide customer account details for answering customer inquiries/needs.
- Document customer account details regarding P.O. requirements, shipments, packaging, pricing approvals, certifications, and delivery requirements.
- Ability to initiate and create spreadsheets for monthly sales tracking by customer demographic(s).
- Create and send customer surveys annually and document responses.
- Provides administrative support including data entry, answering telephones, referring calls/messages, sending emails/faxes, and distributing customer details to other business unit functions. Assist with creating jobs in ERP system for incoming orders and enter customer orders into ERP system and other databases as required. Will back up production assistant in creating shipping documents.
- Administers customer accounts including fostering good customer relationships, being responsive to customer requests, and balancing customer needs with the company’s available resources. Establish long-lasting, trusting connections by communicating professionally and empathetically with the customers.
- Assist in the development and maintenance of a business culture, which supports the Company's overall business objectives and goals, to include issues that involve “cost, quality, process, schedule and people”.
- Ensure the company's commitment to maintain a safe workplace and to protect the environment through the establishment and support of Company policy and adherence to various government regulations.
- Performs other duties, tasks and responsibilities as assigned.
Job Qualifications
- US Citizen or Green Card Holder
- HS Diploma or equivalent
- 2 years of experience in a customer service environment that deals with manufactured or repaired products.
- Must handle company private, sensitive and personal information in a professional and confidential manner
- Strong computer skills (Outlook, Excel, Word, PowerPoint, etc.). Experience with ERP systems.
- Good interpersonal, verbal, and written communication skills
- Ability to represent the Company in a highly professional manner.
- Must maintain the highest level of confidentiality.
- Must be well-organized, be able to multi-task and have a high level of attention to detail.
- Must be able to work under pressure when dictated by customer needs.
- Customer service driven, able to understand and support the business goals and objectives.
- Ability to work in a manufacturing and office environment
- Customer-focused attitude and the capacity to adjust to and handle various personalities
- Excellent presentation and communication abilities
- Possess a proactive strategy for assistance
- Willingness to learn and have a general understanding of processes in the shop
- Time management skills
CTL Aerospace will provide a salary commensurate with experience and an excellent benefits package.
To learn more about our company, please visit http://www.ctlaerospace.com.
CTL Aerospace is an EOE/M/F/Disability/Vet and Drug Free Employer
Veteran Founded Small Business
