Commercial Account Rep 2nd shift - Fort Worth, TX

Commercial Account Rep 2nd shift - Fort Worth, TX Description

Commercial Account Representatives ensure the accurate completion of order entry by handling the receipt of customer orders submitted by external Bell customers via telephone, email or self-service ordering in MyBell. They will be stewards of the AOG desk and Customer Care Center answering and triaging certain customer facing options from the 1-800-FLY-BELL phone line, triage administrative issues to resolution and assigns others to be worked by the responsible function via Customer Relationship Management (CRM) cases.

To this end, the Commercial Account Representative shall perform the following duties with respect to commercial customer's orders, AOG Desk and the Customer Care Center.
1. Administer the receipt of external commercial customer orders that are submitted by Bell customers. 2. In SharePoint (or other equivalent system), enter data such as price requests, and shipping errors/complaints necessary to process, track, and accelerate inquiries to maintain records as required. 3. Use ERP to update and maintain the order entry system.
4. Receive external Commercial Spares Orders and upgrade designated orders to Aircraft on Ground (AOG) or accelerated status.
5. Answer and triage customer requests that meet AOG criteria, tracking part / solution until an aircraft is deemed airworthy by customer or Bell representative via the CRM system.
6. Facilitate tool and part leases by receiving invoicing and completing related bill duties upon tool return and by processing exchanges and new part returns.
7. Quote, arrange and manage Customer Property Returns (CPR) for internal requests and work / upgrade.

The Commercial Account Representative ensures the customer is supported by managing issues such as urgent AOG issues, customer orders, and answering and triaging customer questions / inquiries via 1-800-FLY-BELL and providing a solution or routing them to the appropriate function via CRM assignment.

• Determine if the customer request meets AOG criteria.
• Track / Monitor all AOG issues (Spares, PSE, CAP/Warranty) within CRM
• Ensure solution is provided to customer within 24 hours and aircraft is able to Return to Service within 48 hours.

Proactively manage commercial customer accounts through supporting systems by running back‑order reports and updating customers on the status of the order. Verify and manage customer accounts who meet required specifications for a MyBell Parts Marketplace account in the CRM and MyBell. Validate customer requirements to ensure commercial orders are captured correctly and submit Master Data Requests (both customer account related and part related as required for the sale of commercial spare parts).

Confirm order requirements with the customer and the receipt of firm external orders to create commercial spares orders. Create and release commercial customer orders (to include Technical Publication and Structural Repair Sales Orders) in SAP to process commercial sales orders and confirm product inventory levels by part number in SAP to determine product availability in response to commercial customer request.

Process part returns from other supply centers and customers in CRM by gathering information directly from the customer. Create and release spares quotes as assigned. Prepare and approve all Return Material Authorizations (MA's) related to the sale of commercial spare parts, including the return of "O time" defective parts, new parts, overages, shortages, wrong part shipped, and "Buybacks". Enter Voice‑of‑Customer complaints that require action on commercial spare part returns such as "0 time" defective parts, new parts, overages, shortages, wrong part shipped, and "Buybacks".

Coordinate the completion of rental agreements between customers seeking rentals from Bell. Assist in the resolution of payment issues between the customer and Bell Accounts Receivable (AR). Essentially, aid in resolving delinquencies for orders from routine to large multi‑year orders. Generate debit and credit requests for taxes, freight, overages, short shipments,…