Analyst, Customer Support

Analyst, Customer Support

Functions as customer's and company's focal point for all issues related to products and services provided to the customer. Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders over the phone when necessary, and may manage web-based ordering, confers with management regarding customer service credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders. May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.

Qualifications :

• Develops and maintains positive customer relationships by addressing customer concerns in a proactive and timely manner in accordance with company standards
• Performs cost analysis to help maximize profits by offering alternate solutions within the confines of the contract
• Reviews customer repair orders and initiates company repair processes, communicates any changes in customer requirements to the organization
• Informs company personnel of incoming customer orders
• Updates and maintains customer profiles for all departments regarding Customers Contract or LTA requirements (if any), Parts Manufacturer Approval (PMA) or Designated Engineering Repair (DER) usage, Turn-around-Time expectations, quality and accounting requirements
• Monitors processing of all customer requests and orders, both internal and external of plant, to ensure compliance with the customers' requirements
• Coordinates the resolution of all customer issues related to pricing, schedule, cost, quality, warranty, invoicing, and technical matters
• Communicates with the customer to acknowledge receipt of all customer requests and provides status reports to the customer on a regular basis or as requested by the customer
• Acts as focal point for all incoming and outgoing written and verbal communication with assigned customer(s)
• Provides already established Flat Rate Pricing (FRP) and time and material quotations
• Supports responses to Requests for Quotes (RFQs)
• Keeps sales department personnel fully informed of customer activity and issues
• Initiates and conducts internal review meetings for new customer repair and overhaul programs
• Assists the sales department with the development of proposals
• Performs final review of all correspondence that is sent to the customer according to customer and company standards
• Autonomy to price jobs according to market at own discretion
• Coordinates and attends customer off-site and on-site visits in company with Sales & Marketing staff (as required)

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.