Customer Service Representative II

Incora•Fort Worth, TX

1d•Onsite

About The Position

Our Incora Story is really taking off – we’d love you to join us for the journey. We are currently seeking an exceptional customer service professional to join us as a Customer Service Representative II. As the leading supply chain solutions business in the aerospace industry, Customers are at the heart of our business. The Customer Service Representative II is accountable for facilitating and building customer relationships through providing continuous high-quality service and support. The Customer Service Representative will maintain a basic working knowledge of sales policies, internal practices, and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration (RMA's, prioritization, and order release, etc.), and ensure overall customer expectations are met. Most importantly you will be passionate about our Incora Values and exceeding customer expectations.

Requirements

Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint) is essential, alongside experience using Copilot or other AI tools to enhance productivity
High School Diploma or GED is required
1-3 years of combined Sales and Customer Service experience required

Nice To Haves

within the aerospace industry, is preferred

Responsibilities

Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day
Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions
Provide LTA contract administration support, as assigned
Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (daily)
Prioritize orders based on urgency of product needed, specifications, and shipping and delivery
Process daily release orders system and verify against contract to ensure information is correct.
Process material returns (RMA's) as requested by the customer.
Understand and ensure proper quality flow downs are in place for contract review.
Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating.
Assist in issuing shopping and inventory locator service requests.
Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders.
Prepare and follow through with customer expedite request.
Train/mentor others within sales department (as assigned)
Perform ad hoc projects and tasks (as assigned)
Attend department or company sponsored training or meetings, as required.