What are the responsibilities and job description for the Customer Service Administrator position at Universal Avionics?
Universal Avionics (UA) has been in business for over 40 years, continuously making huge strides in business, commercial, and military avionics. Our company continues to move the avionics industry forward by designing the next generation of technology as well as the latest iterations of our flagship products to ensure easier management and safety & reliability of all phases of flight.
SUMMARY
Working under general supervision, this position provides support to the Customer Support, Marketing and Sales Division to communicate and process customer product inquiries, purchase orders for new products, database, royalties, NRE and to provide sales quotations to UASC customers. Manage customer requests via email / phone and to support business development and regional sales managers with leads, quotes and sales reporting.
ESSENTIAL FUNCTIONS
- Provide excellent customer service through communication and problem solving with timely, accurate responses to inquires
- Applies knowledge of UASC products to answer dealer, OEM, airline, government, military and end customer sales / marketing related questions as they relate to system, product and database capabilities, pricing, part number definition, and lead time.
- Review, accept and enter purchase orders from UA customers sent to UASC via telefax, telephone and electronically.
- Entering orders into Universal’s order-entry computer system. Continuous administration and management of UASC order back log is required.
- Administer customer web-based portals as required to support the disposition of products, associated transactions, order changes, open actions, and data reporting
- Provide support to the Sales Managers / Directors in the research, writing, and submission of sales quotations / proposals for dealer, OEM, airline, government and military customers.
- Act as a liaison between UASC internal departments to ensure quick and accurate responses to customer
- Complete follow through on customer requests to ensure products are on schedule and ship on time per customer requirements.
- Research, review warranty files, previous work history and provide accurate cost quotes.
COMPENTENCIES
Problem Solving - Gathers and analyzes information skillfully. Demonstrates attention to detail.
Customer Service - Responds promptly to customer needs; solicits customer feedback to improve service.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills.
Written Communication - Writes clearly and informatively; varies writing style to meet needs; presents numerical data effectively.
Adaptability - Adapts to changes in the work environment; manages competing demands; able to deal with frequent change, delays, or unexpected events.
Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.
Dependability - Takes responsibility for own actions; commits to long hours of work when necessary to reach goals. Is consistently at work and on time.
EDUCATION AND / OR EXPERIENCE
WORK ENVIRONMENT
This is office environment that involves no unusual physical risks or hazardous conditions. The type of equipment that must be used is standard office equipment.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to use hands to grasp, handle, or feel; reach with hands and arms; use a computer keyboard. The employee must be able to talk clearly and to hear. The employee needs to be able to see and read a computer monitor and documents. The employee is frequently required to stand, walk and sit. Occasional overtime may be required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to grasp, handle, or feel; reach with hands and arms and see, talk and hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand; climb or balance; stoop, kneel, or crouch. The employee must regularly lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds.
