Customer Service Representative II

Job Overview Our Incora Story is really taking off – we’d love you to join us for the journey. 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 role involves maintaining a basic working knowledge of sales policies, internal practices, and sales administration work instructions. The representative will use internal working partnerships to investigate and reconcile non‑commercial customer issues, perform basic account administration (RMA's, prioritization, and order release, etc.), and ensure overall customer expectations are met. A passion for our Incora Values and exceeding customer expectations is essential. Values & Commitments 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. Responsibilities 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, 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 requirements. Process daily release orders system and verify against contract to ensure information is correct. Process material returns (RMA's) as requested by the customer. Ensure proper quality flow downs are in place for contract review. Access customer web site 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. Reports to Manager, Sales Supervisor, Customer Service. Qualifications 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). Benefits Competitive salary and benefits. 8 paid holidays with 2 additional floating holidays for full‑time employees. Full‑time non‑exempt employees receive up to 80 hours of vacation per year, increasing with length of service. Full‑time exempt employees are part of Incora’s FlexTime policy and receive 80 hours of exempt sick time. 2 weeks paid parental leave. Generous discount portal available to employees through Perkspot. Employer‑paid Group Life Insurance at 1x salary, STD, and LTD. Three (four for California) different health plans with competitive premiums for all full‑time permanent employees. 401(k) plan with company match. Equal Employment Opportunity Statement 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 Wesco Aircraft Hardware Corp.