Customer Support Representative

Are you a Customer Support Representative looking to join one of the top companies in the Aviation industry?

Are you looking to further your career and grow?

Do you have program coordination experience?

If you answered yes to those three questions, then apply today!

Acara Solutions seeks highly qualified candidates to work on-site with our client in Orlando, FL. Interested?

Here's what you'd do:

• Overall responsible for providing best-in-class customer service to our customers within the avionics and IFE departments.
• The position emphasizes promptly and accurately responding to customer inquiries within the customer's expectations.
• It is imperative that the company approve customer-specific pricing, contracts, and requirements.
• Maintains knowledge of the customer and the client's agreements and acts on that information as appropriate.
• Acts as a point of contact between assigned customers and the client.
• Identifies possible upselling and sales opportunities to action or forward to regional sales managers.
• Ensures overall customer satisfaction and escalates necessary customer issues to the Manager and through Account Management channels as appropriate.
• Responsible for the WIP management of each assigned customer.
• First point of customer contact.
• Follows up with customers concerning approvals to repair estimates, necessary customer paperwork revisions, and other miscellaneous areas causing customer delays to the repair process.
• Provide weekly customer status reports on WIP and ongoing issues as needed by customer account representatives.
• Works with the Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets.
• Attends meetings with customers and AMT as needed and provides input where appropriate.
• Works with Industrial Engineering, Repair Line Managers, and Product Support Engineers to obtain technical knowledge related to products customers send for repair.
• Ensures correct work order identification and coding of database records when quoting each repair notification.
• Ensures proper identification of the client's performance commitments in the database and sets TAT exclusions as appropriate.
• Based on general guidelines, estimates are generated and set not-to-exceed (NTE) authorization levels.
• This allows labor hours and material costs to be applied to customer units for technician repair activity as site-specific procedures are needed.
• Creates and sends estimates to the customer for repairs or RFQs using information taken from shop technicians and pricing directives/contracts.
• Proposes exchanges to customers for products under repair and works with the Exchange Team to ensure exchange unit availability as appropriate.
• Monitors customer terms and authorizes return shipment of customer products.
• When circumstances support, request authorization to ship if a customer is blocked due to late payments or financial risk.
• Provide timely feedback to the customer regarding changes resulting in a delay in product delivery or an increased cost estimate, where applicable.
• Promote the use of PartEdge for internal and external customers.
• Collaborates with the Virtual Shop and Operations Support Team to fix customer issues and obtain customer information when needed.
• Responsible for initial customer account setup collaboratively with other departments.
• Participates in customer support meetings as appropriate.
• Promote upselling tactics with customers, where appropriate.
• Inform and work with the Account Management team on upselling opportunities that will increase margins or market share.
• Obtains customer-related information for the client's teams where necessary.
• Utilizes web-based tools to manage customer accounts such as AeroExchange, ILS.
• Documents ongoing customer issues and customer feedback for AMT review in Salesforce.
• Take the extra mile to engage customers.
• Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles.
• Conducts oneself in a way to ensure excellent customer service.
• Additional duties as assigned by team leader / Customer Support Manager.

Here's what you'll get:

Pay: $22/hr.

Hours: 40 hours/week.

Length: Temp (3 Months).

Sounds like a good fit?

APPLY TODAY

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.

• Associate Degree.
• Minimum of 3 years of program coordination experience.
• Minimum of 3 years experience in SAP, Microsoft Excel, Word, PowerPoint, and Outlook.

• Minimum of 4 years of direct customer service-related experience in aerospace, electronics, or sales.
• Direct Customer Sales or Service experience within the avionics industry.
• Aviation technical knowledge and product familiarity.
• Good oral and written communication skills, including telephone skills.
• Able to work independently and as part of a team.
• Able to maintain business confidentiality.
• Positive attitude and ability to deal with satisfied and dissatisfied customers.
• Fluency in French, Spanish, or Portuguese.

Additional Information:

• Upon offer of employment, the individual will be subject to a background check and a drug screen.
• In compliance with federal law, all persons hired will be needed to verify identity and eligibility to work in the United States and to complete the necessary employment eligibility verification form upon hire.
• Typical office environment.
• No special physical requirements.
• Ability to work in a high-pressure, deadline-oriented environment.