Associate Customer Support Specialist

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Boeing Global Services (BGS), Systems & Components Distribution Business
, is seeking an Associate Customer Support Specialist
.

The Associate Customer Support Specialist will be responsible for providing support, Customer Care and product line customer support based out of Dallas, TX
.

This individual will play a key role to the Boeing Distribution Business to provide extended support for exclusive distribution services agreement activities that are vital to the distribution channel (formerly Aviall) and our suppliers.

You will be communicating with both Internal and External customers.

• Retrieve, research and resolve specific customer emails and service requests
• Advise customers regarding order status, changes or improvements of orders and follow up with customers on issues related to their accounts.
• General Customer Support/Management daily activities would be for the following (but not limited to):
  Quoting & Product Information, Order Entry & Order Management, Account Resolution & Credit Disposition, Returns & Warranty Management, Customer Communication & Training, and Support Customer’s Special Projects & Programs.
• Research and analyze data to identify trends/issues regarding specific customers.
• Customer Care responsibilities assist with the processing of returns and all credits/debit memo generating, price discrepancies, freight credits, over shipments and short shipments, etc. Will work closely with the CSR & Sales Channels at a Global level to provide this support.
• Processes material returned from customers.
• Handles discrepancies/Requests sent by customers directly which are managed out of Sales Force Service Cloud or Phone Queue.
• Support Piper Aircraft on Ground (AOG) activity during normal business hours
• Support Customer Program Managers/Product line teams by maintaining reports, customer data and managing customer expectations.
• Handle all discrepancies/requests throughout from start which include performing thorough investigation, communicating or following up with various related parties (internal and external), finding out root causes of problems, and then adopting corrective actions to closure of respective issues with solutions provided to customers
• Be able to communicate and present clearly & effectively. Complete tasks with little to no supervision
• Coordinate collection and processing of supplier and/or customer data and/or information regarding delivery of spare parts, provisioning products or related services
• Manage and execute supplier management strategies to ensure on-time delivery
• Provide Primary & Back Up Program Management support

• 3+ years of Customer Support/Customer Service; indirect or direct
• 3+ years’ Experience with SAP or similar ERP system
• Ability to work flexible hours, overtime, and occasional weekends when necessary
• Ability to handle high pressure situations

• 1+ years of experience using Microsoft Office Products like Outlook, Excel, PowerPoint and Word

• Proficient in Microsoft Office Tools
• 5+ Years in an Operations, Distribution Center, Aerospace, or similar/related environment highly preferred
• Bachelor’s degree or 6 years of experience in customer support

• Successful candidates for this job must satisfy the Company’s Conflict of Interest (COI) assessment process.

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