Customer Account Representative

Job Title: Customer Account Rep

Location: Vistoso Park Road, Oro Valley, AZ 85755

Schedule: 1st Shift

Contract Type: 6 Months Contract

Pay Rate Range: Depending on experience

Position Summary:

Serves Customers by providing product and service information; resolves product and service issues; acts as primary liaison between Securaplane and Customer base. Work directly with Customers to generate product and service orders. This position supports a number of critical Customer business workflows such as, Order management process from quote to shipping; Customer issue resolution focused on customer deliveries through payment, and Contract and business compliance with knowledge of trade export compliance. Covers production and repair related processes and procedures.

Job Core Responsibilities:

• Able to provide excellent Customer Service through communication and problem solving to include but not limited to quick response to Customer inquiries (calls and e-mails), using resources as required to ensure customer satisfaction.

• Provide the main line of communication between Securaplane and Customer for all Customer Service-related items.

• Administer Customer web-based portals as required to support the disposition of returned goods and associated transactions such as debit / credit administration, corrective action response and closure of open actions within portal. Conduct data entry and reporting within portal applications.

• Coordinate with relevant Securaplane departments to resolve and close actions within portal database.

• Work with Customer to generate orders and secure purchase orders.

• Act as liaison between Securaplane departments (Sales, QA, Repair and Overhaul, Production, Finance) to ensure timely responsiveness to the Customer.

• Coordinate corrective action (technical and commercial) with Securaplane departments for routine

• Support Customer related issues and complaints.

• Able to establish priorities based on Customer needs and contractual requirements.

• Able to review and communicate warranty and repair policies to Customers.

• Establish and track key Customer performance metrics and work toward continuous improvement.

• Resolve product or service problems by clarifying the Customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Recommend potential products or services to management by collecting Customer information and understanding (Voice of the Customer).

• Be a Customer advocate; maintain effective, proactive communication with Customers to ensure timely

• Other responsibilities as assigned.

• Regular, consistent and punctual attendance is required. May need to work nights and weekends, variable schedule(s) and additional hours as necessary.

Physical Requirements:

• Approximately 80% sitting and 20% standing/walking about in-door Company facilities.

• Lift and Carry up to 40 lbs.

• Use head and neck in static position, looking up/down and side-to-side.

• Perform light lifting from floor, table and shelf.

• Push and pull carts or mobile tables, loaded and unloaded.

• Minimal: heavy lifting from floor or higher, bending, twisting, climbing, lifting arms above shoulders, kneeling.

• Minimal: exposure to excessive noise, hazardous chemicals, hazardous equipment, uneven walking surfaces

• Typing with computer and keyboard

Qualifications:

Education: Post-secondary degree or equivalent combination of relevant education and work experience that will allow successful performance of job expectations.

Certifications: N/A

Years of Experience: 2 - 4 years of direct Customer facing experience; demonstrated prior experience in Customer Service, Inside Sales, Account Management, and/ or Supply Chain Management, preferably in Aerospace industry.

Skills:

• Experience in, or ability to decipher contracts, regulations, and procedures; previous experience with contract administration is preferred.

• Experience with high telephone usage and proper telephone etiquette.

• Knowledge of FAA, FAR, DFAR, (Federal Aviation Administration / Federal Acquisition Regulation / Defense Federal Acquisition Regulation) desirable.

• Strong working knowledge of Microsoft Suite applications; Word, Excel, PowerPoint, Outlook a must.

• Web-based applications and system administration experience; direct Customer portal experience desirable.

• Demonstrated ability to work at all levels of Customer organization.

• Outstanding interpersonal skills; positive attitude and outlook.

• Flexible, open-minded listener / learner.

• Excellent Communicator (verbal and written) / strong team player; ability to work on cross functional teams.

• Analytical, fact-based problem solver.

• Able to perform in a multitasking, fast paced environment

Job Types: Full-time, Contract

Pay: $22.00 - $28.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $22 - $28