Customer Service Representative

Overview Of Position

Responsible and held accountable for repair customer maintenance/support for contracted and noncontracted customers. This is an on-site role located at our Homestead facility in Florida. Full-time, Monday – Friday, 8am – 5pm.

• Respond to customer support requirements/requests, communicate and expedite AOGs/critical orders, track lead times and account requirements, administer unit receipts/shipments, and quote administration.
• Represent and provide essential customer service duties interdepartmentally and externally by assisting and answering general inquiries via phone or email generated from the customer Silver Wings or Wencor website.
• Contact customers via phone/email to advise status on orders.
• Enter customer and/or vendor quotes into a database.
• Provide customer status reports according to individual customer requirements and preferred templates.
• Generate daily reports tracking customer unit priorities.
• Enter and manage priority codes for customer work orders in Quantum.
• Audit and update customer profiles as required (contracts, addresses, preferences, etc.).
• Communicate and track customer priorities including critical/AOG requirements with associated departments.
• Coordinate efforts and customer requirements with applicable departments and personnel as required.
• This includes but is not limited to status reporting (quarterly, bi-annually, or annually).
• Other duties as assigned.

• Strong communication skills
• Team oriented
• Self-motivated
• Interpersonal Skills - Focuses on the solution, not the problem; remains open and objective to others  ideas and tries new things.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; able to multitask and adapt to priorities as required by customer and company demands.
• Be proactive and reactive, making appropriate adjustments for what is required accordingly.
• Quantity - Meets productivity standards as required; completes work in a timely manner; strives to increase productivity; works quickly.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments.