Customer Service & Operations Specialist - Hybrid

Overview

Who We Are:

Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity.

How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. We are committed to a diverse and inclusive culture that will help our organization thrive.

We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more.

The Customer Service/Operations Specialist will serve as the primary customer account focal point. The position is responsible for the receipt, review, validation and processing of customer purchase orders, coordinates order fulfillment activities to achieve on‑time delivery and realize company sales plan while ensuring inventory levels are within company standards. It communicates with customers and internal organizations, in person, telephone, email, and fax to ensure all requirements of programs or individual parts orders are successfully delivered according to customer commitments and expectations.

• Receive, review and process customer purchase orders via manual entry into PAC ERP system, EDI transmissions, and/or customer‑owned systems or supplier portals.
• Enter PGA requirements to secure parts demand before customer purchase orders have been received to protect lead times.
• Manage spares and service parts ordering including coordination of certification requirements with customers as required, outside of program related activity.
• Coordinate with Program Management to monitor and provide status on customer’s equipment orders and deliveries and overall program status, with third party suppliers, aircraft OEMs and customers to meet overall program requirements. Identify all potential delivery delays and notify Program Managers/Regional Directors on critical delays.
• Facilitate flow of orders and product expedites through PAC’s Supply Chain, to meet customer and field requirements. Expedite requests are based on contractual and service level agreements; specifically, to support OEM/Seat Supplier business partners.
• Communicate and distribute reports and trend analysis for order and delivery status to internal/external customers as required.
• Maintain all relative order transaction data in PAC’s system of record per SOX and internal compliance requirements.
• Monitor engineering drawing change requirements and respond to those changes that have impact to parts entered on sales orders and schedules.
• Analyze and resolve customer account discrepancies working with customers and accounting.
• Coordinate product deliveries with Customs group and third‑party suppliers to ensure on‑time delivery of customer orders by PAC commitment dates.
• Ensure that all FAA/Conformity requirements are adhered to, pursuant to customer and PAC Quality requirements.
• Provide various departments and reports to assist with metrics, department compliance, productivity, and efficiencies.
• Host or attend conference calls or meetings related to program requirements or department processes.

• Run program audits based on Program Table and OEM schedules per management established schedule to be included as needed in weekly team meetings.
• Communicate material requirements to PAC Planning, Procurement and Distribution Center groups to ensure a sustaining inventory level in order to support internal/external customer deliveries.
• Identify, negotiate, and resolve conflicts between stakeholders (PMO, Sales Forecasting, and Inventory Management) with respect to the Master Planning/Scheduling (OEM Dates/MROD) process to align to internal/external deadlines.
• Communicate, manage, and prioritize significant shifts in demand to the Supply Chain to meet delivery commitments.
• Manage “Holds Clearing” of customer purchase orders to ensure there is no impact to HW/SW deliverables and on‑time delivery trends.

• Contin…