Customer Support Specialist 2 (Customer Support Management)

Job Title

This job is with Encode, Inc a fully owned subsidiary of Lancesoft. Analyzes supplier and/or customer data regarding ordering and/or delivery of spare parts and provisioning products or related services. Analyzes and processes material returned from customers. Analyzes customer spare parts requirement inquiries, facilitates responses and resolvers delivery problem. Creates and monitors performance metrics. Creates, maintains and advances customer relationships. Develops an understanding of customer's culture and business strategies.

Position Responsibilities

Reviews of customer purchase orders to assess requirements. Process and maintain customer purchase orders (e.g., order entry, etc.) inputting in Cardex (ERP) and portal management. Interacts with the different positions in the warehouse as well as with other functions such as Sales and Quality to ensure that orders are resolved in an acceptable time frame. Prioritizes orders with issues based on required ship date and performs analysis on whether orders can proceed without additional input. Performs research in Cardex (ERP) to potentially resolve order issues. Reviews and actions open orders that are pending resolution. For all critical orders, ensures timeliness of shipment through internal coordination and liaison with other functional stakeholders. Monitors / Expedites orders with high complexity and urgency. Resolves customer claims with functional departments (Accounting, Quality Assurance, etc.), Credit & Rebill, RMA process, determine root cause, recommend and implement corrective actions, support Account Receivables with cash collection. Maintain Pipeline health on part usage/demand on existing contract, program, etc., in collaboration with Customer, Sales, Planner, etc. Performs other duties and responsibilities as assigned or required.

Basic Qualifications (Required Skills/Experience)

6 or more years of related work experience Experience in Program Management and/or Customer Support Experience working with SAP system Strong problem-solving skills Ability to manage multiple and competing priorities Proficient knowledge in all MS office applications (Excel, Word, Outlook, PowerPoint, etc.) must be able to analyze reports.

Preferred Qualifications (Desired Skills/Experience)

Experience in aerospace hardware sales Knowledge of the aerospace/aviation industry Outstanding communication skills, verbal and written Proficiency in numeric reasoning and mathematical skills