Customer Service Account Representative

Job Description

Job Description

The Customer Service Account Representative will interact with the company’s customers regarding order status, quoting and resolution of any issues, communicating primarily by email and phone, using and entering information into the Enterprise Resource Planning (ERP) system.

Duties and Responsibilities

• Manage strategic account relations for up to 20-30 customer accounts. Proactively communicate using telephone, email, online chat, or in person methods to provide support and information.
• Use component expertise to provide accurate quotes, determine timelines, provide status updates, and reports for customers.
• Analyze customer requirements and account profitability to determine appropriate pricing tier and quote strategy; exercise discretion in applying standard vs. negotiated pricing.
• Review and analyze repair orders and customer specifications for shipping instructions, exercise independent judgment to determine optimal fulfillment approach based on cost-service tradeoffs and account profitability.
• Use best judgement to prioritize customer order fulfillment, based on customer tiers and business needs, and current volumes.
• Determine and coordinate resolution for any warranty or customer concessions using best judgement.
• Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or facilitate resolution by coordination with appropriate departments to resolve specific issues.
• Ensure compliance with export regulations, customer contracts, and aviation quality standards.
• Utilize ERP system to manage day to day tasks.
• Performs other related duties as assigned.