Customer Service Representative

TURBINE ENGINE SPECIALISTS INC•Fort Worth, TX

About The Position

The role provides day-to-day support to Business Aircraft Customers through providing quotations for parts, answering Customer queries, processing sales orders and ensuring overall Customer satisfaction. This position is one that provides global, round-the-clock service for a growing client base, reporting to the Customer Service Supervisor.

Requirements

Either one or both of the following
Associate’s degree in an Aviation/Customer Service Industry related field
A minimum of three years’ related industry experience
Fluency in English
Ability for Accuracy, Accountability, Judgement and Decision Making
Ability to work in a Time-Sensitive Environment
Solid interpersonal skills that allow one to work effectively in a diverse working environment
Able to effectively communicate both verbally and in writing
Strong attention to detail
Strong planning, organizational, analytical, decision-making, and problem-solving skills
Able to deal with people sensitively, tactfully, diplomatically, and professionally always
Ability to multi-task and understand priority levels is a must
Data entry and typing skills
A commitment to professional practice and continuous professional improvement

Nice To Haves

Bachelor’s degree in business administration or in an Aviation/Customer Service Industry related field
4 years related industry experience.
Experience with Salesforce
Experience with Quantum or similar ERP System

Responsibilities

Process Customer’s Orders efficiently and accurately from inception to invoicing.
Coordinate and communicate effectively with internal and external customers.
Contribute to successful delivery of Customer Orders.
Confer with customers that contact the organization by telephone or electronically to provide information about products or services, discuss customer accounts, address customer complaints, process Requests for Quotes, process Sales orders, and other tasks as necessary.
Responds to calls or emails to customers to provide follow-up on inquiries.
Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
Provides technical assistance to customers and escalates complex issues to appropriate personnel as required.
Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in training and improvements in customer services.
Confer with sales, shipping, warehouse, or other personnel to expedite or trace shipments.
May promote products to ensure business targets are met.
May provide after-sales support for client contracts to ensure customers satisfaction is met.
Perform duties related to overall customer service.
Provide support to sales team regarding customer concerns.
Coordinates with Outside and Inside Sales to identify opportunities.
Serves as customer interface on product status and delivery.
Maintains knowledge of TES organization and products to provide the appropriate information and support to customers.
Consistently documents customer service needs to identify patterns and maintain quality.
Other duties as assigned.