Customer Support Operations

Title : Customer Support Operations

Location : Hill AFB, UT

Duration : 12 months contract

Shift : 1

shift

The Logistics Services (LS) team supports the Hill Performance Based Logistics (PBL) contract, the largest repair and overhaul contract at Customer Support Operations today.

We expect this effort to continue to grow to 300 transactions per month as the depot production increased to meet customer demand.

The need is to hire an experienced CSA to help pick-up half the workload.

The need for experience and knowledge is critical in this position as there will very little time for training and theory of operation on a CSA role.

Position Summary

Administers contracts and agreements for customer accounts to achieve division business objectives and to meet customer performance expectations.

Interprets customer requests, monitors performance and delivery, investigates complaints, generates proposals, negotiates pricing, and ensures compliance with contracts and

agreements.

Provide Contract Support Administration to the CSO Logistics Services team in support

of the Hill PBL and other contracts to help off-set the influx of requirements. The hired

individual will need to complete the following services :

1) Execution Phase

a. Conduct CAV-AF transactions in US Air Force system.

b. Develop, maintain, and monitor schedules.

c. Prepare and submit contract deliverables.

d. Manage internal division spend (EWAs).

e. Order Management : Order review, acknowledgement, and entry.

f. Backlog Management : Ensuring backlog is accurate and complete.

g. Coordinate with relevant functions on technical and / or quality issues.

h. Support shipments and invoicing.

i. Access Government Information System (MRO Apps) to download and distribute daily reports.

j. Authorizes the work to be performed by releasing the Sales Order into the system.

2) Contracts

a. Investigate and resolve claims or complaints by collecting and analyzing information.

b. Resolves customer complaints concerning invoices or billing discrepancies.

c. Identifies the need for amendments or extensions to warranty or service agreements.

d. Determines when customer requested changes are out-of-scope.

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