Sr Analyst, Customer Support

AAR Corp•Grand Prairie, TX

3d•Onsite

About The Position

The Sr Customer Support Analyst is a strategic client relationship owner responsible for developing and maintaining positive customer relationships by addressing customer concerns in a proactive and timely manner in accordance with company standards. Responds to customer and regional management inquiries and performs a variety of duties related to department administration and services provided to customers. The Sr Customer Support Analyst will assist with driving revenue growth and ensuring long-term client satisfaction. This role will act as the Sr most experienced member of the Customer Service Department offering training and guidance to other members of the customer service department. The Sr Customer Support Analyst will report to the Customer Service Manager and may act as the lead for the customer service department.

Requirements

Bachelor of Arts degree (B.A.) or Bachelor of Science degree (B.S.) from four-year college or university; or five years related experience and or training; or equivalent combination of education and experience
Commitment to company values and ethics
Dependability is critical, you must be personally responsible, completes work in a timely manner, and performs tasks accurately and efficiently.
Excellent Computer skills including Excel, Outlook, Teams

Nice To Haves

Aviation Industry Knowledge is highly preferred.

Responsibilities

May train and coach Customer Service Representatives within group
Heavy involvement with internal departments; Sales, Product Lines, QC, Warehouse, and Accounting (Credit, Invoicing, etc.)
Receive, research and answer customer inquiries.
Log customer complaints, as well as creating action plans to address complaints, customer issues, including those that require complicated and involved attention.
Follow up on corrective-preventative actions.
Maintain sales order files and prepare routine reports for customers.
Update customer information in the customer master as required
Assist warranty administrator as needed
Participating in Continuous Improvement Initiatives as needed
All other duties as assigned