Aftermarket Customer Support Representative III M-F

Safran Group•Santa Maria, CA

36d

About The Position

• Address regular customer calls and emails • Support and review customer escalations for claims, invoice disputes, and overdue accounts until resolved • Resolve Returned Merchandise Authorizations, customer claims and invoice disputes • Attend CRM Front Desk requests • Ensure Customer Purchase Orders are processed accurately and entered within a timely manner using the company ERP system (M3) • Address pricing requests (RFQ) for routine and non-existent items, with various departments (Industrialization, Finance, Process Engineering, etc.) using historical data, catalogs, and a price calculator • Utilize the M3 (ERP) system to respond to customer inquiries and update Customer Pos • Participate in daily Customer PO updates with the aftermarket team (i.e., BOARD Reviews) • Collaborate with operations and supply chain to expedite orders • Assist in customer escalation with the Aftermarket Manager • Partner closely with the Integrated Project Team (IPT) • Back-up to invoicing activities, to ensure this is done timely post-shipment, ensuring tracking numbers are received • Back-up support for Pull & Ship Orders between Stockroom, QA, and Operations • Review and set up new customers • Collaborate with operations and supply chain to expedite orders • Participate in daily Customer PO updates and update priorities • Training other Customer Support Representatives, as needed • Other duties, as assigned

Requirements

High school diploma required; Bachelor's degree preferred.
Minimum of 6 years of data entry and customer service experience, preferably in a manufacturing supply chain environment.
Advanced skills in Microsoft Excel, PowerPoint, and Word.
Knowledge of basic ERP/MRP functions and/or related application, required.

Nice To Haves

Experience with Power BI Tools is desirable.

Responsibilities

Address regular customer calls and emails
Support and review customer escalations for claims, invoice disputes, and overdue accounts until resolved
Resolve Returned Merchandise Authorizations, customer claims and invoice disputes
Attend CRM Front Desk requests
Ensure Customer Purchase Orders are processed accurately and entered within a timely manner using the company ERP system (M3)
Address pricing requests (RFQ) for routine and non-existent items, with various departments (Industrialization, Finance, Process Engineering, etc.) using historical data, catalogs, and a price calculator
Utilize the M3 (ERP) system to respond to customer inquiries and update Customer Pos
Participate in daily Customer PO updates with the aftermarket team (i.e., BOARD Reviews)
Collaborate with operations and supply chain to expedite orders
Assist in customer escalation with the Aftermarket Manager
Partner closely with the Integrated Project Team (IPT)
Back-up to invoicing activities, to ensure this is done timely post-shipment, ensuring tracking numbers are received
Back-up support for Pull & Ship Orders between Stockroom, QA, and Operations
Review and set up new customers
Collaborate with operations and supply chain to expedite orders
Participate in daily Customer PO updates and update priorities
Training other Customer Support Representatives, as needed
Other duties, as assigned