Customer Support Representative II/III

Woodward designs and delivers energy control solutions for aerospace and industrial equipment markets. This role provides customer support for Woodward's products and services. Compensation and Benefits Estimated annual base pay for LevelII: $23.08‑$29.81‑$37.02 plus overtime. For LevelIII: $25.96‑$33.65‑$41.35 plus overtime. All members are included in an annual cash bonus opportunity, 401(k) match of 4.5%, annual stock contribution of 5%, tuition reimbursement, and a comprehensive benefits package including medical, dental, vision, paid holidays, sick leave, and paid parental leave. Optional life, disability, and voluntary benefits are also offered. Level II Key Responsibilities Respond to Customer Inquiries: Handles customer questions and concerns through phone, email, customer portals, or chat, ensuring prompt and accurate assistance. Resolve Routine Issues: Diagnoses, assists in resolving, and escalates routine problems using established procedures and resources. Maintain Customer Records: Documents all customer interactions and transactions with attention to detail. Collaborate with Team Members: Works with fellow support representatives and other departments to provide seamless customer service. Adhere to Service Standards: Follows company policies and standardized procedures to uphold high-quality support and compliance. Level III Key Responsibilities Complex Issue Resolution: Resolves intricate customer inquiries by analyzing data and applying advanced support procedures to ensure effective solutions. Mentorship and Support: Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance. Process Improvement: Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service. Cross Department Collaboration: Partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly. Customer Feedback Analysis: Evaluates customer feedback and interprets data to identify key trends and supports the development of actionable strategies for service enhancements. Level II Key Skills Communication: Effectively exchanges clear and concise information with customers and team members. Problem Solving: Identifies and resolves common customer issues using established procedures. Time Management: Efficiently manages individual workload to meet service level agreements. Customer Service: Provides exceptional support to ensure high levels of customer satisfaction. Technical Proficiency: Utilizes customer support software and tools proficiently. Team Collaboration: Works cohesively within the team and coordinates with other related teams. Decision Making: Makes informed decisions based on standard guidelines with minimal supervision. Attention to Detail: Maintains accuracy in handling customer information and documentation. Procedural Compliance: Adheres to standardized procedures and practices consistently. Conflict Resolution: Manages and resolves straightforward customer disputes effectively. Level III Key Skills Advanced Communication: Effectively conveys detailed and complex information to team members and customers. Complex Problem‑Solving: Identifies and resolves atypical customer issues using experience and established procedures. Customer Support Software Proficiency: Demonstrates expertise in utilizing customer support platforms and systems. Data Analysis: Analyzes partial or conflicting data to identify key issues and patterns. Team Collaboration: Works seamlessly with other teams to achieve collective objectives. Process Improvement: Modifies and optimizes work practices to enhance efficiency and effectiveness. Mentorship: Acts as an informal resource and mentor for less experienced colleagues. Independent Time Management: Manages tasks autonomously to ensure timely resolution of customer inquiries. Adaptability in Dynamic Environments: Thrives in fast‑paced settings and adjusts strategies to meet changing customer needs. Critical Thinking: Applies a broad perspective to identify novel solutions to customer challenges. Qualifications LevelII: 2+ years of relevant experience (e.g., aerospace or manufacturing). Experience with data entry portals preferred. LevelIII: 5+ years of relevant experience (e.g., aerospace or manufacturing). Stakeholder management experience preferred. Application window is anticipated to close 30 days from original posting date. The company is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws. #J-18808-Ljbffr