Specific Accountabilities
Depending on the focus of the role of the Customer Service Administrator in a business unit/site, both or only one of the specific accountabilities areas will be relevant.
Product Related
- Receives, processes and verifies component/module/accessory induction information and/or customer orders for purchases using company systems and customer purchase orders to verify the accuracy of information/orders.
- Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the BU/site.
- Prepares, generates and distributes reports, order acknowledgments, estimates and invoices as required. Compare engineering reports with estimates and invoices, identifying potential cost overruns as they occur.
- Initiates the required action for response to customer service requests for workscope/order changes, including the maintenance of order information files, and communicates changes to the appropriate personnel. Provides a close liaison role with service engineers, operations, logistics and materials.
- Provides customers with product information including pricing, scheduling, delivery and/or backorder availability and functionally equivalent part alternatives. Acts as a liaison between the customer and production operations regarding expected completion dates, tracing and expediting shipments as needed.
- Explains pricing, price increases, estimate and invoice changes to customers. Manages customer expectations with respect to estimate changes, summarizing cost-benefit and qualifying repair development costs to customers.
- Monitors and analyzes cost projections on an ongoing basis, proposing solutions for corrective action as required.
- Resolves or assists in resolving warranty claims; issues core credits and debits for claims and invoice errors, if applicable.
- Reviews and coordinates all contract/transaction work for the business unit/site, ensuring both parties adhere to the terms of the contract/agreement.
- Maintains data in the Customer Relationship Management (CRM) or SalesForce.com (SFDC) database.
- Manages documents as per company, customer, and regulatory standards and process. Assures required information is entered into the appropriate computer system (internal and external). Performs assigned system maintenance to various electronic files.
Service Related
- Projects a positive image in representing the corporation to clients and the community; hosts and coordinates customer visits as needed.
- Cultivates customer loyalty through a commitment to customer satisfaction.
- Supports preparation of proposals, quotes and presentations.
- Manages personal workload and time, adapting to change and adjusting to changing demands of the workplace.
- Receives, evaluates and answers customer, internal organization or sales force inquiries regarding a variety of order-related or service issues. Assists with the settlement of customer complaints.
General
- Responsible for observing and reporting any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
- Carries out additional projects as assigned.
Minimum Educational/Academic Requirements
- The typical minimum level of education to perform this job competently is equivalent to high school completion or equivalent to high school completion with specialized training.
Required Skills/Experience
- Communicates effectively with customers (both internal and external), demonstrating effective use of written, verbal, non-verbal, and active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals.
- Strong planning, organizational, analytical, decision making and problem solving skills.
- Strong interpersonal and teamwork skills that include demonstrated experience with negotiation, conflict resolution and customer service.
- Experience working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
- A commitment to professional practice and continuous professional improvement.
- Working knowledge of company instructions and export compliance.
- Thorough knowledge of production management, inventory purchasing and sales/marketing computer information systems.
- Working knowledge of PC’s in the current company operating system environment including the use of Microsoft Office productivity software with the ability to adapt to changes in technology (both hardware and software).
- Knowledge of products/engines/propellers/accessories in respective business unit/site and technical skills appropriate to role.