Commercial Account Rep - 2nd shift - Fort Worth, TX

Textron•Fort Worth, TX

16h•Onsite

About The Position

Commercial Account Representatives ensure the accurate completion of order entry by handling the receipt of customer orders submitted by external Bell customers via telephone, email or self-service ordering in MyBell. They will be stewards of the AOG desk and Customer Care Center answering and triaging certain customer facing options from the 1-800-FLY-BELL phone line, triage administrative issues to resolution and assigns others to be worked by the responsible function via Customer Relationship Management (CRM) cases. To this end, the Commercial Account Representative shall perform the following duties with respect to commercial customer's orders, AOG Desk and the Customer Care Center.

Requirements

Four years of college, or equivalent in aircraft technical courses leading to A&P license, plus three and one-half (3 1/2) years’ experience in similar work as described above or three and one-half (3 1/2) years’ experience in manufacture liaison work; aircraft inventory control functions of a higher nature equivalent to those described above, aircraft mechanical experience in field service work wherein a comprehensive knowledge of aircraft parts and application of same has been gained.
Three years of customer support experience.
Must be comfortable and communicate effectively in a customer facing role.
Must be proficient in Microsoft Office Suite (Outlook, Word and Excel).

Nice To Haves

Experience with customer relationship management software preferred.
Two additional years of qualifying experience in similar.

Responsibilities

Administer the receipt of external commercial customer orders that are submitted by Bell customers.
In SharePoint (or other equivalent system), enter data such as price requests, and shipping errors/complaints necessary to process, track, and accelerate inquires to maintain records as required.
Use ERP to update and maintain the order entry system.
Receive external Commercial Spares Orders and upgrade designated orders to Aircraft on Ground (AOG) or accelerated status.
Answer and triage customer requests that meet AOG criteria, tracking part / solution until an aircraft is deemed airworthy by customer or Bell representative via the CRM system.
Facilitate tool and part leases by receiving invoicing and completing related bill duties upon tool return and by processing exchanges and new part returns.
Quote, arrange and manage Customer Property Returns (CPR) for internal requests and work / upgrade.
Determine if the customer request meets AOG criteria.
Track / Monitor all AOG issues (Spares, PSE, CAP/Warranty) within CRM.
Ensure solution is provided to customer within 24 hours and aircraft is able to Return to Service within 48 hours.
Proactively manage commercial customer accounts through supporting systems by running back-order reports and updating customers on the status of the order.
Verify and manage customer accounts who meet required specifications for a MyBell Parts Marketplace account in the CRM and MyBell.
Validate customer requirements to ensure commercial orders are captured correctly and submit Master Data Requests (both customer account related and part related as required for the sale of commercial spare parts.
Confirm order requirements with the customer and the receipt of firm external orders to create commercial spares orders.
Create and release commercial customer orders (to include Technical Publication and Structural Repair Sales Orders) in SAP to process commercial sales orders and confirm product inventory levels by part number in SAP to determine product availability in response to commercial customer request.
Process part returns from other supply centers and customers in CRM by gathering information directly from the customer.
Create and release spares quotes as assigned.
Prepare and approve all Return Material Authorizations (MA's) related to the sale of commercial spare parts, including the return of "O time" defective parts, new parts, overages, shortages, wrong part shipped, and "Buybacks".
Enter Voice-of-Customer complaints that require action on commercial spare part returns such as "0 time" defective parts, new parts, overages, shortages, wrong part shipped, and "Buybacks".
Coordinate the completion of rental agreements between customers seeking rentals from Bell.
Assist in the resolution of payment issues between the customer and Bell Accounts Receivable (AR).
Generate debit and credit requests for taxes, freight, overages, short shipments, discount reconciliation, and pricing reconciliation.
Monitor error block reports and clear the blocks (within Bell rules) as required to allow shipment.
If required, enter customer orders received by the Technical Publications Distribution Center into the supporting system to process Debit Memo Request and payment assurance for Technical Publications.
If required, process modifications to orders including change in quantity, price, discount, or rolling to next dash number.
When directed or required by Management participate in collaborative sessions with Management and other employees to assist and contribute to the development of new processes and existing process improvements.
Monitor the Customer Care (Bell) and Spares email inbox via the CRM system and forwarding any issues to the appropriate party.
Answer incoming phone calls from the 1-800-FLY-BELL phone line and perform the following:
Triaging customer questions / issues and providing a solution or by routing them to the appropriate function or person who can solve their problem or answer their question via creation of a case in the CRM system.
Determine if the customer request (GLOBAL Spares, PSE, CAP / Warranty) meets AOG criteria and if so, track / monitor AOG in the CRM and triage to resolution within 24 hours.
Process and record commercial customer inquiries by receiving customer requests, providing acknowledgement to the customer, determining, and creating customer request for service or inquiry, locating and updating existing documentation and creating spares quotes generated by direct emails or by customers calling the Call Center or 1-800-FLY-BELL Option 2 during normal business hours.
Fill out “Aircrafts Sales Information” Request in the CRM system, assign using active assignment rule.
Answer this option outside normal business hours for the function, enter a case into the CRM system, and assigning it to the Technical Publication group for work.
Answer this option outside normal business hours for the function, enter a case into the CRM system, and assigning it to the Bell Training academy group for work.