Customer Service Representative / Account Specialist (Aerospace Manufacturing)

RBC•Santa Ana, CA

12d•Onsite

About The Position

RBC Bearings Incorporated (NYSE: RBC) is a leading international manufacturer of highly engineered precision bearings and components for the industrial, defense and aerospace industries. Founded in 1919, the Company is primarily focused on producing highly technical and/or regulated bearing products and engineered components requiring sophisticated design, testing and manufacturing capabilities for the diversified industrial, aerospace and defense markets. We currently have 60 facilities, of which 43 are manufacturing facilities in ten countries and our market capitalization is approximately $14.5 billion. The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requirements

High School diploma or General Education Degree (GED) Required.
Minimum of 3 years related experience, and/or training, or equivalent combination of education and experience.
Attentiveness; ability to really listen to customers is so crucial for providing great service for a number of reasons.
Patience: ability to stay calm when confused/frustrated customers reach out for customer support
Product Knowledge to be able to provide accurate information
Clear communication: ability to write, speak, and listen effectively
Technology savvy; being able to understand modern technology (phones, computers, etc.)
Resolving Conflict; understanding and finding solutions to customer’s needs
Positive Attitude; the ability to make minor changes in your conversational patterns.
Must be either a U.S. citizen, lawful permanent resident [“green card” holders] or have refugee or asylee status due to ITAR and EAR compliance.

Nice To Haves

Ideally should have previous manufacturing experience in a similar role.

Responsibilities

Open and maintain customer accounts by recording account information
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Manage large amounts of incoming calls
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Resolve customer complaints via phone, email, mail or social media
Use telephones to reach out to customers and verify account information
Assist with placement of orders, refunds, or exchanges
Take payment information and other pertinent information such as addresses and phone numbers
Suggest solutions when a product malfunctions
Utilize computer technology to handle high call volumes
Work with customer manager to ensure proper customer service is being delivered
Compile reports on overall customer satisfaction