Customer Service Representative Jobs

JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE

JOB LOCATION: ORLANDO, FL

WAGE RANGE*: 20.00-22.00 PER HOUR
JOB NUMBER: 24105538
Required Experience
Communication email and verbal (English)
Outlook
SAP ERG will train
Motivated/bring new ideas
Excel is a plus basics

Overall responsible for providing best in class customer service to our customers within the avionics and IFE departments. The emphasis of the position is to promptly and accurately respond to customer inquiries within the expectations of the customer. It is imperative that customer specific pricing, contracts and requirements be as approved by the company. Maintains knowledge of customer and Thales agreements and acts on that information as appropriate. Acts as a point of contact between assigned customers and Thales Avionics, Inc. Identifies possible upselling and sales opportunities to action or forward to regional sales managers. Ensures overall customer satisfaction and escalates required customer issues to Manager and through Account Management channels as appropriate.
Follows up with customers concerning approvals to repair estimates, required customer paperwork revisions, and other miscellaneous area causing customer delays to the repair process.
Works the Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets.
Attends meetings with customer and AMT as needed and provides input where appropriate
Works with Industrial Engineering, Repair Line Managers and Product Support Engineers to obtain technical knowledge related to products customers send in for repair.
Ensures correct work order identification and coding of database records when quoting each repair notification.
Ensures proper identification of Thales performance commitments in database and sets TAT exclusions as appropriate.
Creates and sends estimates to the customer in regards to repairs or RFQ's with information taken from shop technicians and pricing directives/contracts.
Proposes exchanges to customers for products under repair and works with Exchange Team for exchange unit availability as appropriate.
Provides feedback to the customer in a timely manner regarding changes resulting in a delay of product delivery or increased cost estimate where applicable.
Monitors customer terms and authorizes return shipment of customer product. When circumstances support, requests authorization to ship if a customer is blocked due to late payments or financial risk.
Participates in customer support meetings as appropriate.
Promote upselling tactics with customers, where appropriate. To inform and work with Account Management team of upselling opportunities that will bring increased margins and/or market share.
Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles
Conducts oneself in a way to ensure excellent customer service.
Additional duties as assigned by team leader / Customer Support Manager
Minimum of 4 years of direct Customer Service related experience, preferably within Aerospace, Electronics and or sales background helpful. Minimum of 3 years of program coordination experience.
Proficient in SAP, Microsoft Excel, Word, PowerPoint, Outlook.
Strong oral and written communications skills to include telephone skills. Must be able to work independently and as part of a team. Must be able to maintain business confidentiality.Positive attitude and ability to deal with satisfied and dissatisfied customers.
Fluency in French, Spanish, or Portuguese is a plus.
Equal Opportunity Employer Veterans/Disabled

• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.