CUSTOMER SERVICE REPRESENTATIVE II

LISI AEROSPACE is ranked 60th in the global aerospace value chain and specializes in the design and manufacture of high-tech metal components to enhance aircraft safety and performance. Active since 1950 in the fastener market (no. 3 worldwide), LISI AEROSPACE has been a recognized player in metal components for aircraft engines and airframes since 2011. With its dedication to industrial excellence, LISI AEROSPACE aims to become a leader in costs, quality, deadlines and workplace safety. This mindset is represented at every level of our company and by all of our team members. At LISI AEROSPACE, we focus above all on advancement and flexibility. Every employee is empowered and has the latitude they need to carry out their assignments and develop their skills. We provide this mobility and training through our Corporate University, the LISI Knowledge Institute (LKI). As a result, our company is growing fast and always welcoming new talents.

SUMMARY

The Customer Service Representative II individual will consistently and successfully interact and assist customers to provide information in response to inquiries about products, pricing, lead times, services, handles and resolve complaints. Act as the liaison between the customer and LISI Aerospace.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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Other duties may be assigned. Reasonable accommodation for disabilities may be made for one or more of the following:

• Responds to requests for quotations by providing price, lead-time, available certifications and prints if necessary for the customer’s fastener requirements within a timely manner.
• Request and collect market intel on current pricing/LT from customers to relay to Operations, Sales Management and Marketing Department in order to understand the trend on both price, LT and end-user needs.
• Assists customers of the status of their open purchase orders by providing current will ship dates, shipment information regarding a shipped part or any delays and research for any possible assistance that can be provided.
• Updates LISI team members (Operations, Engineering, and Regional Sales Managers - RSMs) with customer’s specification, technical documents and end-user clauses.
• Enters new purchase orders and purchase order changes while in communication with the customer and coordination within LISI Operations.
• Engage in a courteous, practical manner when conducting company business at all times.
• Assists and resolves problems and inconsistencies and suggests appropriate corrective actions.
• Provides excellent customer service at all times including difficult situations.
• Performs administrative clerical duties including but not limited to filing, data entry and copying documents.
• Performs, evaluates, and determines root causes of sales order discrepancies and work with all levels of team members to resolve customer issues.
• Responsible for complying with the rules and regulations set forth by Federal, Local, and State government, LISI Aerospace, and HSE Procedures.
• Responsible for attending all training provided and for adhering to all HSE procedures, policies, and plans, conforming to reporting requirements, and safe operating procedures at all times.
• Required to bring any known or suspected nonconformance for all company procedures or legal requirements to management’s attention immediately.
• Continually seeks opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results.
• Performs and assists with special projects as necessary.

Ways of working, Experience, and Behaviors

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical – Familiar with department information; Uses intuition and experience to complement data; Understands the work flows and procedures.
• Technical Skills –Understands and has excellent customer service skills and understands pricing, planning processes, procedures, and practices. Working knowledge of administrative clerical skills, knowledge and abilities.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens intently to others and seeks clarification; Provides clear and pleasant responses to inquires regardless of the situation; Presents semi-complex concepts in a simple manner to achieve understanding of benefit plans at all levels of the organization. Demonstrates group presentation skills; Participates in meetings.
• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Places success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of team members.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Adaptabilit y - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Planning/Organizing - Prioritizes and plans work activities of self; Uses time efficiently; Plans for resources in a creative way only adding cost as absolutely necessary; Sets goals and objectives; Works within action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Supervisory Responsibilities

This position has no supervisory responsibilities.

ESSENTIAL JOB REQUIREMENTS SKILLS AND ABILITIES

Education and/or Experience

• High school diploma with Business Administration Certificate from college or technical school or equivalent combination of education and experience;
• A minimum of one to two years related experience and/or training; or equivalent combination of education and experience in a fastener industry
• A fundamental working knowledge in administrative clerical skills in sales and marketing industry.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office Softwares, Database software; Internet; Payroll systems and or Project Management software.

Language skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical skills:

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units and weight measurement, volume, and distance.

Reasoning ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Certificates, licenses, registrations:

None.

PHYSICAL DEMANDS, WORK ENVIRONMENT, HEALTH AND ,SAFETY

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk and sit for extended periods of time; requires eye-hand coordination, use hands hand movement and manual dexterity use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl, listen and speak. The employee must occasionally lift and/or move up bend, reach to shoulder level and lift, carrying, pushing, and/or pulling to 10 pounds. Normal/average eye vision abilities and hearing level within normal/average range preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Safety and Environmental

The responsibilities of the position include compliance with company and governmental safety, environmental and hazardous materials regulations and procedures. Employee will be required to wear personal safety equipment such as safety glasses, hearing protection, or proper footwear PPE in specified areas.

• Participate in the development and promotion of the HSE culture
• Be exemplary in terms of health, safety and the environment, in particular by :
  • Respecting and ensuring respect for the instructions and rules established in the field of health, safety and the environment (in particular the LISI golden rules)
  • Immediately correcting, whenever possible, or reporting to his or her superiors and/or the HSE department, any malfunction or risky situation in the fields of health, safety and environmental protection
  • Implementing preventive actions to reduce the environmental footprint and control health and safety risks
• Participate, upon request, in analyses (of risks, incidents) and HSE working groups related to his/her professional scope
• Be familiar with the main health and safety risks and the main environmental impacts relating to the scope of his/her work
• Be familiar with the site's HSE policy and objectives
• To be able to make proposals for improving working conditions and limiting environmental impact

• BENEFITS:

  Medical
  Dental
  Vision
  FSA/HSA
  401K Matching
  Vacation Pay
  Sick Pay
  Education Reimbursement

  Salary: $26.00 - $31.00

LISI is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.