Customer Service Representative Ii

The Customer Service Representative II individual will consistently and successfully interact and assist customers to provide information in response to inquiries about products, pricing, lead times, services, handles and resolve complaints. Act as the liaison between the customer and LISI Aerospace.

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Other duties may be assigned. Reasonable accommodation for disabilities may be made for one or more of the following:

• Responds to requests for quotations by providing price, lead-time, available certifications and prints if necessary for the customer’s fastener requirements within a timely manner.
• Request and collect market intel on current pricing/LT from customers to relay to Operations, Sales Management and Marketing Department in order to understand the trend on both price, LT and end-user needs.
• Assists customers of the status of their open purchase orders by providing current will ship dates, shipment information regarding a shipped part or any delays and research for any possible assistance that can be provided.
• Updates LISI team members (Operations, Engineering, and Regional Sales Managers - RSMs) with customer’s specification, technical documents and end-user clauses.
• Enters new purchase orders and purchase order changes while in communication with the customer and coordination within LISI Operations.
• Engage in a courteous, practical manner when conducting company business at all times.
• Assists and resolves problems and inconsistencies and suggests appropriate corrective actions.
• Provides excellent customer service at all times including difficult situations.
• Performs administrative clerical duties including but not limited to filing, data entry and copying documents.
• Performs, evaluates, and determines root causes of sales order discrepancies and work with all levels of team members to resolve customer issues.
• Responsible for complying with the rules and regulations set forth by Federal, Local, and State government, LISI Aerospace, and HSE Procedures.
• Responsible for attending all training provided and for adhering to all HSE procedures, policies, and plans, conforming to reporting requirements, and safe operating procedures at all times.
• Required to bring any known or suspected nonconformance for all company procedures or legal requirements to management’s attention immediately.
• Continually seeks opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results.
• Performs and assists with special projects as necessary.

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical – Familiar with department information;
  Uses intuition and experience to complement data;
  Understands the work flows and procedures.
• Technical Skills –Understands and has excellent customer service skills and understands pricing, planning processes, procedures, and practices. Working knowledge of administrative clerical skills, knowledge and abilities.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens intently to others and seeks clarification;
  Provides clear and pleasant responses to inquires regardless of the situation;
  Presents semi-complex concepts in a simple manner to achieve understanding of benefit plans at all levels of the organization. Demonstrates group presentation skills;
  Participates in meetings.
• Team Work - Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views;
  Gives and welcomes feedback;
  Contributes to building a positive team spirit;
  Places success of team above own interests;
  Able to build morale and group commitments…