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Customer Support Administrator

Advantage Resourcing Grand Rapids, MI
  • Posted: over a month ago
  • Other
Our client provides a broad range of communication, electronic and sensor systems used on military and commercial platforms across the globe. In the commercial sector,they provides holistic solutions across a wide range of services to the commercial aviation industry. From check-in to touchdown, their integrated solutions within commercial aviation, they make air travel safer and more efficient.

We are helping them find the right talent to support there Customer Support team.

Major purpose: Performs the duties of a Customer Support Administrator as required by business needs in compliance with applicable FAA regulations, ISO standard operating procedures, work instructions and customer purchase order requirements.). The individual in this position has the responsibility and the authority to carry out assigned tasks and lead improvement projects related to customer satisfaction.
Major functions:
• Ability to deal with High Profile Customer in a timely and professional manner with by email or phone.
• Will be responsible for timely execution of all contractual/purchase order requirements is the primary responsibility (both Commercial and Military).
• Will have responsibility to carry out assigned tasks and lead improvement projects related to customer satisfaction.
• Acts as primary Customer point of contact for product repair and other aftermarket services. Handles inquiries, proposals, customer negotiation, problem resolution, order entry, quoting, schedule changes, credit issues and Aircraft On Ground (AOG) support.
• Quotes price and availability of various aftermarket services.
• Guides GL Technician and Product Support Engineers to ensure workflow of aftermarket services properly scheduled.
• Reviews all customer purchase orders for specific conditions, enter orders, acknowledges purchase orders with negotiated terms and conditions, and advise status of open orders to the customer. Responsible for ensuring that all mutually agreed purchase order requirements, including delivery schedules, are accomplished.
• Ensures export control requirements are being met as they relate to the position.
• Identifies, recommends, and implements innovative process improvements. Ensures KPIs are updated upon completion of process improvement projects. Participates in business to business capabilities through Web-site enhancements, E-commerce, and MRP upgrade.
• Manages customer relationships beyond current business activities by developing partnerships with Customers. Responsible for all interfaces between L-3 and the Customer regarding aftermarket services. Represents the Customer when dealing with internal functions.
• Demonstrates empowerment, ownership, and accountability throughout all aspects of the Data Services.
• Maintains current customer files and archive files and correspondence greater than one year old. Maintains 5-S work area.
• Work with or coordinate cross-functional teams in customer issue resolution.
• Performs job duties in accordance with approved procedures established in support of Sarbanes-Oxley regulations.
• Responsible for performing job duties in a manner consistent with established L-3 Ethics Standards.
• Responsible for working a manner consistent with established safety rules and regulations and the use and maintenance of required personal protective equipment; including, but not limited to safety glasses, etc.
Technical/Functional skills:
Education/Experience/Licenses etc.: • Associates degree in business, aviation, or related field, or an equivalent combination of education and experience.
• Two (2) years of related experience, such as contracts, product service, or sales;
• Experience working in a manufacturing operation in a Sales support or customer support role.
• Knowledge of the aviation industry is a plus, preferably a basic understanding of avionics products and pricing for commercial and military aviation markets.
• Strong PC skills including, but not limited to, MS Word, Excel and MRP.
• Strong ability to handle multiple priorities including managing face to face communications while also using phone, fax and email communication.
• Strong verbal and written communication skills.
• Strong problem solving skills using appropriate judgment.
• Knowledge of and desire to learn and implement process improvement initiatives.
• Must be able to work in a team environment.
• Must accept ownership and accountability for team efforts.

The position uses independent judgment, applies strong and positive interpersonal skills.
Scope information:

Working Conditions
Computer and/or keyboard use:

Advantage Resourcing

Why Work Here?

Advantage Resourcing is a group of Hire Thinking®, industry pioneers providing innovative workforce solutions.

At Advantage Resourcing, our primary objective is to perfectly align the best people with the appropriate jobs. These jobs may be temporary assignments or career positions. We place talented people in a wide variety of jobs working with our client companies in areas such as: engineering, IT, technical, manufacturing, skilled trades, distribution, call centers, clerical, accounting, finance and sales. Our strength is being able to solve our client's workforce needs by matching people that have the right skills, knowledge and motivation to each opportunity. Advantage Resourcing can help you discover the personal and career success you desire. Advantage Resourcing Americas, Inc. is an Equal Opportunity Employer offering employment without regard for race, color, religious creed, national origin, ancestry, gender, marital status, age, sexual orientation, sex, gender identity, disability, veteran status, or other legally protected categories. Advantage Resourcing is a VEVRAA Federal Contractor.

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