Customer Service Representative II

Job Description We are currently seeking an exceptional customer service professional to join us as a Customer Service Representative II. As the leading supply chain solutions business in the aerospace industry, customers are at the heart of our business. The Customer Service Representative II is accountable for facilitating and building customer relationships through providing continuous high-quality service and support. The representative will maintain a basic working knowledge of sales policies, internal practices, and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration (RMAs, prioritization, and order release, etc.), and ensure overall customer expectations are met. Most importantly you will be passionate about our Incora Values and exceeding customer expectations. Core Values Courage: Take ownership for issues and problems. Collaboration: Share knowledge and experience with others. Commitment: Focus on ensuring internal and external customer expectations are met in a timely way. Community: We value our world and everyone who shares it. What Incora Can Offer You We want you to share in the success of Incora, so every employee is eligible for one of our incentive programs. Incora offers 8 paid holidays with 2 additional floating holidays for all full-time employees. Full-time non-exempt employees receive up to 80 hours of vacation per year, increasing with length of service. In addition, they will receive a separate amount of sick time. Full-time exempt employees are part of Incora’s FlexTime policy, as well as 80 hours of exempt sick time. Family-friendly policies such as 2 weeks paid parental leave. We believe every little helps by offering a generous discount portal only available to Incora employees via Perkspot. Employer-paid group life insurance at 1x salary, STD, and LTD. Incora offers three (four for California) different health plans with competitive premiums for all full-time permanent employees. Incora offers a 401(k) plan with company match. We want to help your career take off and become part of the Incora story. About You Know, understand, and incorporate the Incora philosophy, value and vision in all business behavior, practice, and decisions. Maintain up-to-date knowledge of Incora customer requirements and distribution methods and timing. Maintain positive working relationships with external customers and all inter-working departments and personnel. Provide excellent customer service with the intention of building and maintaining customer relationships through fast and accurate processing of requests. Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on-time delivery throughout the day. Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions. Provide LTA contract administration support, as assigned. Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on-time delivery to meet customer expectations (daily). Prioritize orders based on urgency of product needed, specifications, and shipping and delivery. Process daily release orders system and verify against contract to ensure information is correct. Process material returns (RMAs) as requested by the customer. Understand and ensure proper quality flowdowns are in place for contract review. Access customer website to update shipping and delivery status and work with customer to ensure high delivery and quality rating. Assist in issuing shopping and inventory locator service requests. Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders. Prepare and follow through with customer expedite request. Train/mentor others within sales department (as assigned). Perform ad hoc projects and tasks (as assigned). Attend department or company-sponsored training or meetings, as required. Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint) is essential, alongside experience using Copilot or other AI tools to enhance productivity. High School Diploma or GED is required. 1-3 years of combined sales and customer service experience required (within the aerospace industry preferred). Reports To Manager: Sales Supervisor, Customer Service. EEO – Administrative Support Worker. So, if you feel you have all of this, and want to be part of developing the Incora Story, apply now; we can’t wait to hear from you. The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need. This is not a contract, expressed or implied. Equal Employment Opportunity Statement (Excerpt) Incora is an operating name used by several related companies, including but not limited to Haas Group International, LLC; Pattonair USA, Inc.; and Wesco Aircraft Hardware Corp. Each of these companies is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected status. In compliance with the Americans with Disabilities Act, we are committed to providing reasonable accommodations for qualified individuals with disabilities. If you need an accommodation to apply for a position or to perform the essential functions of the role, please contact Human Resources at View email address on click.appcast.io. #J-18808-Ljbffr