Customer Support Specialist Level II

HEICO Corporation•Davie, FL

About The Position

For more than 60 years HEICO Corporation, a NYSE traded company, has thrived by serving key segments of the aviation, defense, space, and electronic industries by providing innovative and cost- saving products and services. HEICO’s high- energy culture focuses our Team Members’ on providing high quality products and services to our customer base, which consists of the world’s airlines and the defense industry. Our leadership approach creates a dynamic environment that continually challenges our Team Members to perform their best. For four consecutive years, Forbes Magazine ranked HEICO as one of the 200 “Best Small Companies.” Mission As a Customer Support Specialist Level II , you will be responsible for the processing of customer orders from receipt to shipment (order follow-up) while also participating in the duties of the Sales Representative for Tier 3 accounts.

Requirements

Customer Relationships skills
Communication skills
Ability to anticipate and manage conflict situations
Ability to write reports
Ability to use computer tools
Good organizational skills
Ability to prioritize tasks
Be rigorous and methodical
Excellent sense of customer service
Excellent internal and external communication skills
Spirit of initiative
Team spirit

Responsibilities

Understand all customer terms & requirements
Enter customer PO's with high level of accuracy, ensuring conformity
Resolve issues on customer PO's with Sales Representatives and/or customers directly
Contribute to team goal of entering all customer orders in a timely manner
Send a complete or partial acknowledgement within 48 hours
Ensure the follow-up of customer orders: status, tracking numbers, shipping documents, credit card receipts, etc.
Make sure that the orders are correctly reserved by the system, suggesting confirmation swaps to Sales Representatives
Be proactive in informing Sales Representatives and/or customers about delivery issues impacting their supply chain
Send “Open Order Reports” to customers with accurate information and comments as recommended by the Sales Representative
Update “Past Dues” on a daily basis, reschedule due dates accurately, informing customers of any delays by sending updated order acknowledgements (via customer portals where applicable)
Open and track CCRs
Basic technical knowledge and understanding of the specificities of the products: packaging, shelf life, unit of measurement, alternatives ... etc
Open new customer accounts
The CSS level II may occasionally participate in the duties of the Sales Representative.
Support Ecommerce customer and customer related questions/issues