Customer Support Representative

VERUS AEROSPACE FINANCE•Anaheim, CA

About The Position

The Customer Support Representative responds to customer inquiries and complaints about company products and services, works to resolve complex service issues in accordance with company policies, and follows up to confirm customer satisfaction. The role monitors internal performance against due dates, raises concerns to help prevent late shipments, and may notify customers of pending delays, explain their causes, and present recovery plans. It works with Program Managers on customer Lines of Balance (LOBs), coordinates information to support sales and resolve problems, maintains customer and product database records, and prepares reports. The representative also communicates with customer buyers about items not being consumed in line with contract expectations and coordinates with customer source representatives during onsite visits. The role maintains customer demand information in MRP and ensures it is reflected accurately in internal financial budgets and forecasts. It evaluates customer-requested schedule and contract changes for cost, quality, delivery, and producibility impacts, and negotiates assertion claims. Additional work includes coordinating pricing and lead times for AOG and spares orders, coordinating make-buy decisions using finance guidelines, supporting conformance to the Arden Operations Quality Management System, and facilitating customer performance and excellence initiatives. The representative coordinates customer reviews and action items with functional managers, and works with internal and external customers on configuration changes, engineering, product quality, and daily program performance issues.

Requirements

High school diploma or GED preferred.
Computer proficiency and functional knowledge of Microsoft Office, including Excel, Word, and PowerPoint.
Basic computer navigation and utilization skills, including generating charts and graphs.
Understanding of Materials Requirements Planning (MRP) and how it drives production, purchasing, inventory receipt, shipping, invoicing, and payment collection.
Ability to read and write English, with basic reading skills.
Ability to follow directions.
Ability to perform work accurately and thoroughly.
Ability to use thinking and reading skills to solve problems.
Ability to learn operational processes and identify where to seek answers to customer questions.
Ability to perform each essential duty satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Responsibilities

Respond to customer inquiries and complaints regarding company products and services.
Monitor internal performance against due dates and raise concerns to help prevent delinquent shipments.
Communicate pending shipment delays, their causes, and recovery plans to customers when needed.
Work with Program Managers on customer Lines of Balance (LOBs).
Resolve complex customer service problems while ensuring customer satisfaction and adherence to company policies.
Coordinate information to promote sales and resolve customer problems; explain procedures or resolutions and follow up on customer satisfaction.
Maintain customer and product database records and prepare reports.
Communicate with customer buyers when items are not being consumed in accordance with contract expectations.
Coordinate with customer source representatives during onsite visits.
Ensure MRP data reflects the latest customer demand and is accurately represented in internal financial budgets and forecasts.
Evaluate and track customer-requested schedule and contract changes for impacts on cost, quality, delivery, and producibility, and negotiate assertion claims.
Coordinate pricing and lead times for AOG and spares orders.
Coordinate make-buy decisions using finance guidelines.
Support conformance to the Arden Operations Quality Management System and ensure requirements and standards are met.
Support and facilitate Customer Performance Metrics and Customer Excellence initiatives to achieve high supplier ratings for quality, on-time delivery, and customer satisfaction.
Facilitate internal and external customer reviews, including rate readiness, assessments, standards, and program status, and coordinate action items with functional managers.
Facilitate and coordinate configuration changes, engineering matters, product quality issues, and daily program performance issues with internal and external customers.