Customer Support Representative

Job Summary

Under minimal supervision, handles customer requests for information on request for quotes, provides assistance to internal/external customers regarding past/planned shipments, pricing, schedules, and invoicing problems and provides a variety of clerical and administrative support.

Job Responsibilities

• Responds to customer requests for status details on current/past orders. Responsible for documentation of customer account information on assigned customers.
• Provides details to others within the Customer Support organization for Requests for Quote, technical and engineering details on repair scopes and special needs for a timely response to the customer.
• Assists Marketing reps on customer concerns, order status and key customer contacts. Requires the need to understand and make maximum use of computer programs for order entry, reports, inquiries, and various directories that provide customer account details for answering customer inquiries/needs.
• Documents customer account details regarding P.O. requirements, shipments, packaging, pricing approvals, certifications, and delivery requirements.
• Provides administrative support including data entry, answering telephones, referring calls/messages, sending emails/faxes, and distributing customer details to other business unit functions.
• Provides administration of all government contracts by issuing required reports, requests for GBL, update of inventory logs as may be required by contract clauses. Works in concert with quality and engineering to assure that documentation/certifications are in compliance with government requirements.
• Administers assigned customer accounts including fostering good customer relationships, being responsive to customer requests, and balancing customer needs with the company’s available resources.
• Assist in the development and maintenance of a business culture, which supports the Company's overall business objectives and goals, to include issues that involve “cost, quality, process, schedule and people”.
• Ensure the company's commitment to maintain a safe workplace and to protect the environment through the establishment and support of Company policy and adherence to various government regulations.
• Fully comply with the "GKN Aerospace, Inc. Policy Statement on Contracting with the United States Government" in all areas of responsibility involving direct and indirect contracting with the United States Government.
• Performs other duties, tasks and responsibilities as assigned.

Job Qualifications

• Diploma/ Degree holder in Business Management or equivalent
• Minimum of 3 years related experience with 2 years in a contracts or customer service environment that deals with manufactured products.
• Intermediate level computer skills, knowledge & experience with spreadsheets/databases.
• Excellent oral and written skills to include good spelling and grammar skills
• Second language strongly preferred and may be a requirement. 
• Some knowledge of shop manufacturing processes preferred.
• Ability to represent the Company in a highly professional manner. 
• Must maintain the highest level of confidentiality.
• Must be well-organized, be able to multi-task and have a high level of attention to detail. 
• Must be able to work under pressure when dictated by customer needs. Must be customer service driven, able to understand and support the business goals and objectives. 
• Must handle company private, sensitive and personal information in a professional and confidential manner.