Experienced Customer Support Specialist

Boeing•Dallas, TX

2d•Onsite

About The Position

Boeing Distribution, Inc. is seeking an Experienced Customer Support Specialist based in Dallas, TX. This individual will play a key role in providing extended support for exclusive distribution services agreement activities vital to the distribution channel and its suppliers. The representative will be responsible for providing support for Customer Care and product line customer support, communicating with both internal and external customers.

Requirements

5+ years of Customer Support/Customer Service experience (indirect or direct).
5+ years of experience with SAP or similar ERP system.
Ability to work flexible hours, overtime, and occasional weekends when necessary.
Ability to handle high-pressure situations.
1+ years of experience with Excel, Access, or other database management.
Must meet export control compliance requirements; a “U.S. Person” as defined by 22 C.F.R. §120.15 is required (U.S. Citizen, lawful permanent resident, refugee, or asylee).

Nice To Haves

Proficient in Microsoft Office Tools.
5+ Years in an Operations, Distribution Center, Aerospace, or similar/related environment highly preferred.
Bachelor’s degree or 6 years of experience in customer support.
Experience performing data analysis and troubleshooting.
Experience with ERP reporting systems (i.e. Spotfire, Tableau).

Responsibilities

Retrieve, research, and resolve specific customer emails and service requests.
Advise customers regarding order status, changes, or improvements, and follow up on account-related issues.
Handle general Customer Support/Management daily activities including Quoting & Product Information, Order Entry & Order Management, Account Resolution & Credit Disposition, Returns & Warranty Management, Customer Communication & Training, and Support Customer Special Projects & Programs.
Research and analyze data to identify trends/issues regarding specific customers.
Assist with processing returns, credits/debit memos, price discrepancies, freight credits, over shipments, and short shipments.
Work closely with CSR & Sales Channels globally to provide support.
Process materials returned from customers.
Handle discrepancies/requests sent by customers, managed via Sales Force Service Cloud or Phone Queue.
Support Piper Aircraft on Ground (AOG) activity during normal business hours.
Support Customer Program Managers/Product line teams by maintaining reports, customer data, and managing customer expectations.
Handle discrepancies/requests from start to finish, including investigation, communication with parties, root cause analysis, and corrective actions.
Communicate and present clearly and effectively.
Complete tasks with little to no supervision.
Coordinate collection and processing of supplier and/or customer data regarding delivery of spare parts, provisioning products, or related services.
Manage and execute supplier management strategies to ensure on-time delivery.
Provide Primary & Back Up Program Management support.