Main Duties and Responsibilities:
• Responds to call or emails to customers to provide follow-up on inquiries.
• Process customer Purchase orders promptly and accurately, including EDI, entry, follow up.
• Handling and resolving customers complaints
• Process customer Purchase orders and Request For Quotes promptly and accurately, including EDI, entry, follow up.
• Process material returns (RMA's) as requested by the customer
• Maintain a balance between company policy and customer benefit in decision making
• Carry out other duties, responsibilities, and projects as may be assigned, in an effective manner
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products/services to ensure business targets are met.
• May provide after-sales support for client contracts to ensure customers satisfactions are met.
• Performs duties related to overall customer service.
• Provides support to sales team with regard to customer concerns.
• Serves as customer interface on product status and delivery.
• Consistently documents customer service needs to identify patterns and maintain quality.
Minors:
• Conduct data analysis across multiple data points and report using Excel or statistical suite
• Create PowerPoint summaries, reports and recommendations for internal groups and executive team as needed
• Identify and support Customer Support & Sales Department with delivery and quality issues within the organization and at the customer
Experience:
- Experience in customer service activities.
- Aviation Background preferable
Education:
- Education from an accredited institution
- Technical Skills
- Familiar with ERP’s
- Familiar with Microsoft office suite
- Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service
Know-How
- Customer Service
- Sales & Marketing
- Planning and Organizing
- Quality Focus, Efficiency & Problem Solving
- Organizational Awareness
- Documentation Skills
- Teamwork
- Ownership
Interpersonal skills
- Calmness under pressure and maintain records in timely and accurate mode
- Good decision-making, communication.
- Ability to encourage and motivate people with responsible attitude
- Interest in helping and working with customers
- Should have sound practical judgment of priorities
- Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers
- Maintain clear and accurate data entry, documentation and reporting skills, as required
Special notes
- English: Fluent Speaking, Reading & Writing
- French: Will be an added Value
