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Associate Customer Support Specialist
| Company | The Boeing Company |
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| Location | Dallas, TX, USA |
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| Salary | $60000 – $76000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level |
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Requirements
- 2+ years’ experience in customer support or customer service
- 1+ years’ experience with Supply Chain processes
- 1+ years’ Experience with SAP or similar ERP system
- Ability to work flexible schedule/hours (Monday – Friday 8am – 5pm/9am – 6pm or 10am – 7pm as needed), overtime, and occasional weekends when necessary.
- Ability to handle high pressure situations
- Experience with all MS office applications (Excel, Word, Outlook, PowerPoint, etc.) must be able to analyze reports.
Responsibilities
- Retrieve, research and resolve specific customer emails and Service Requests
- Prepare and ship customer orders for Rolls-Royce publications needed in physical format (i.e. USB, CD, Paper)
- Advise customers regarding order status, changes or improvements of orders and follow up with customers on issues related to their accounts.
- Manage multiple orders and research lists for specific customers
- Research and analyze data to identify trends/issues regarding specific customers.
- Support Piper Aircraft on Ground (AOG) activity
- Support Customer Program Managers (CPM) by maintaining reports, customer data and managing customer expectations.
- Customer Care responsibilities assist with the processing of returns and all credits/debit memo generating, price discrepancies, freight credits, over shipments and short shipments, etc. Will work closely with the CSR & Sales Channels at a Global level to provide this support.
- Processes material returned from customers.
- Handles discrepancies/Requests sent by customers directly which are managed out of Sales Force Service Cloud or Phone Queue.
- Handle all discrepancies/requests throughout from start which include performing thorough investigation, communicating or following up with various related parties (internal and external), finding out root causes of problems, and then adopting corrective actions to closure of respective issues with solutions provided to customers.
Preferred Qualifications
- 5+ Years in an Operations, Distribution Center, Aerospace, or similar/related environment
- Bachelor’s degree or higher
- Experience performing data analysis and troubleshooting
- Experience with ERP reporting systems (i.e. Spotfire)
- Experience using Omni Channel Solutions for Customer Support such as Sales Force Service, Zendesk, etc.
