Sr. Customer Service Representative

Sr. Customer Service Representative

Requirements

• High school diploma or equivalent
• Minimum seven (7) years’ experience in customer service or logistics
• Understanding of customer order management and logistics
• A&P License can be substituted for 3 years’ experience
• 10% Domestic and International travel involved
• Must be US Person under ITAR definition (U.S. Citizen, green card holder or person covered under our existing ITAR license)
• Professional written and verbal communication.
• Independent planning and organization.
• Working with cross-functional teams and customers in a fast paced environment.
• A high level of integrity and an understanding of the importance of protecting the interests of the company while also assuring customer satisfaction are critical.
• Ability to communicate effectively in verbal and written form in English
• Ability to communicate effectively verbally and in written form for internal and external distribution of correspondence.
• Experience with SAP Software
• Experience with Microsoft Office Suite
• Experience with SharePoint

Responsibilities

• Provides leadership to the Material Management Team on order processing, reconciliation, and expedite in relation to all Military Program requirements.
• Will be a point of escalation for conflict management within the Material Support Team. In addition, coordinates with all AH support functions (Technical Support, DCR, MRO, Supply Chain, Columbus FAL, AHD, etc…) to perform resolution and risk mitigation on topics internalized from the customer.
• Leads the daily RTD (Remain to Deliver) status meeting.
• Develop and maintain a comprehensive customer service relationship with the US Army to promote good communication, drive customer satisfaction/improvements, and promote customer efficiency.
• Monitor, maintain, and provide support for all assigned CLS Key Performance Indicators (KPI’s) in relation to Fort Rucker to ensure all targets are met or exceeded.
• Responsible to provide daily updates supporting the reconciliation of the Remain to Deliver (RTD) report and participate in the daily RTD meeting.
• Responsible for the receipt, interpretation, and process of all purchase orders accordingly in the customer’s parts management software and SAP.
• Responsible for the reconciliation and status update for all customer purchase orders and the coordination of deliveries with any associated warehouses and sub-contractors.
• Monitor demand activity to capture trends to assist in the identification of demand spikes, and enhancement opportunities to stocked inventory.
• Organize and prioritize the issue of material by sales order type (SATY) to meet or exceed customer requirements. Provide expedite options and advisement on freight shipment recommendations to deliver material in order to meet customer’s operational demands.
• Coordinate with CSR colleagues, Program Logistic Liaisons (PLL’s) and Tech Support Team to ensure all customer orders are processed within the departments set KPI.
• Responsible for the coordination of stock transfers within Military Programs.
• Provide support on all GFE (Government Furnished Equipment) as it relates to Military Programs.
• Responsible for quoting, processing, expedite, reconciliation, shipping and tracking of all contract modifications or purchase orders for materials in relation to Military Programs.
• Responsible for the submittal of Airway Bill (AWB) information to finance and contracts for invoicing and contractual close-out.
• Responsible for the processing, reconciliation, and expediting of all purchase requests and purchase orders in relation to over and above’ s (O&A’s) and Contractor Field Team (CFT) parts and services.
• Responsible for the processing, reconciliation, expedite, and tracking of all exclusion orders in relation to Military Programs.

Preferred Qualifications

• Associate or Bachelor’s Degree
• Minimum 2 years SAP experience preferred (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
• Logistics or technical support areas preferred, at least one of which in the helicopter/aviation industry
• Computer skills in Microsoft office of Google Suite
• Six Sigma Certification preferred
• A&P License preferred