Customer Service Administrator

The Customer Service Administrator is the primary and direct representative to Liebherr customers and is critical to the company’s overall success. Primarily responsible for providing effective customer service to all internal and external customers by utilizing excellent communications and maintaining an in-depth knowledge of Liebherr product and support programs. This individual must handle multiple issues and priorities while also facilitating resolution to recurring issues and continuous process improvement. Responsibilities Informs customer of status, shipping date, anticipated delays, and any other critical information needed by the customer to support their specific requirements. Manage full scale sales and repair activity subject to customer requirements and in accordance with specific commercial conditions and contracts in place. Provides extensive customer communications. Responds and supports customer time sensitive AOG and expedite requirements. Works extensively with pricing information for dissemination to customers via quotations while being vigilant to maximize company revenue. Makes shipping arrangements and prepares shipping documents. Recognizes patterns and potential issues. Acts proactively to minimize adverse impact and maximize financial benefit. Receives, investigates and responds to customer complaints, issues, and discrepancies. Confers with repair shop, shipping or supply chain personnel to expedite or trace missing or delayed units / parts and resolve issues. Completes and prepares various reports for customers and management, as required. Provides information, answers questions from customers or individuals on company products, service bulletins, modifications, repair & parts data. Confers with field /technical services personnel as needed to obtain the required understanding and information. Makes off‑site visits to customers in connection with other departments as required. Meets with customers during on‑site visits. Must recognize opportunities to sell company products and services to maximize financial and customer benefit. Must maintain in-depth knowledge of customer requirements to ensure complete customer satisfaction. Attends meetings as needed. Position Specific Competencies Ability to multi‑task and work with limited supervision. Demonstrated ability to make decisions; support and explains reasoning for decisions; include appropriate people in decision‑making process. Demonstrated ability to set and achieve goals. Analytical and problem‑solving abilities with keen attention to detail; demonstrates accuracy and thoroughness, looks for ways to improve and promote quality. Monitors own work to ensure quality. Ability to work independently as well as in a team environment. Ability to maintain high degree of motivation in a complex, fast paced team environment. Ability to multi‑task, maintain organization, and analyze/solve problems. Excellent communication, verbal, and written skills. Ability to manage multiple tasks and priorities, and utilize critical thinking in the daily performance of duties. Ability to work in a potentially stressful environment. Demonstrate great communication and interpersonal skills. Competencies Education and Experience: High school diploma or GED required (associate’s degree preferred) with 2‑4 years of customer service experience; or a combination of education and experience. Previous aviation/airline/repair shop experience is preferred. Our Offer An interesting and ambitious role in a successful international company. We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary. Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. If you are a California resident, please visit Liebherr USA, Co. Privacy Statement for more information regarding how Liebherr-America, Inc. and its US affiliates collect and process your personal information. #J-18808-Ljbffr