This position is the internal, primary contact for assigned customers. Under minimal supervision, the individual in this position must perform a wide variety of complex support activities for the Customer Service Department and is responsible for the management of complex key customer accounts. The individual will be considered a subject matter expert, and often will be called upon for special projects and training of other department employees. This position will be actively involved in identifying, leading and participating in Continuous Improvement activities to positively impact the efficiency of the department.
Monitor and report progress on specific activities, as required by management and/or purchase order requirements and continued to follow up.
Review and execute routine and complex customer contract purchase order paperwork for accuracy, and communicate exceptions to the customer in an effective, professional and in timely manner.
Manage the purchase order/purchase order change functions of customer portals.
Interface with customers, understand and solve account-related issues through phone communication, emails, customer portals and face to face meetings to Build Customer Relationships.
Manage and coordinate the resolution to all customer complaints and/or non-compliant purchase order issues and the ability to work with the Business Unit Team and other areas in order to get issues resolved in a timely manner.
Gain/establish a working knowledge of company functions, products, and manufacturing processes.
Provide guidance to and training of other employees as needed or directed. Must have the willingness to take on additional responsibilities and projects.
Must handle and respond to more complex service questions from customers with minimal direction. Must assist with questions from less experienced Customer Service Reps. Apply judgment and experience to resolve issues within established limits of authority and knowledge.
Maintain accurate information using ERP system, tools, and software.
Perform special duties as assigned including special projects that rely on subject matter expertise. (e.g. ERP System, Manman, Esker Software, Export Compliance Procedures, FAA-PMA, TSO regulations).
Show a solid understanding of Export Compliance procedures and Technical Data restrictions
Customer Scorecard review of each account to confirm or dispute delivery scores while collaborating with the customer to correct.
Support of the Business Unit Manager and Team on all products.
Use prior experience and knowledge of company policies and procedures to resolve non-standard problems and to assist other department members as needed.
Other duties as assigned.
Understand and live by the client's ethics and business conduct policies.