Customer Service Representative
Customer Service Representative Zodiac Aerospace Services Americas - Atlanta, GA 30337 Zodiac Aerospace Services Americas is an aftermarket organization supporting Repair, Customer Service Department & Spare Parts Distribution of Zodiac Group's aerospace companies. We are focused on customer support via strategically located FAA approved repair stations, and an Atlanta based central inventory. Zodiac Aerospace Services Americas is a Drug-Free Workplace employer - requires a drug/alcohol screening and a criminal background screening. Zodiac Aerospace Services Americas is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Customer Service Representative is responsible for processing orders, quotations, prepares correspondence and fulfills customer needs to ensure customer satisfaction. Additionally, the Repair Administrator will answer some technical questions related to the product, provide service and information to customers on new and legacy product and repairs and administer a volume of repair orders from receiving to closing. DUTIES AND RESPONSIBILITIES This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. * Requests lead time, cost, evaluation of work done by the Repair Shop and data to build the quote for non-priced materials or service and prepares and submits quotes to customer * Prepares, enters and follows-up orders to ensure good customer relations by meeting specified delivery dates * Follows up on Quotes and convert to orders * Receives, reviews and acknowledges customer purchase orders * Reviews orders prior to entering into system for correct pricing, order number and part number or description to ensure that all data entered are correc * Follows up on orders to inform customers when shipment happened * Conducts necessary customer contact and correspondence in a manner to establish and maintain optimum relations. * Reviews all orders terms and conditions submitted by customers in depth to protect the business interest of the Company * Supports Returned Material Authorization (RMA) Process * Administers the warranty claim request associated with repairs, if needed * Responds to the customer via phone, fax, email, or in person the same day or not later than within the same business day of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc. * Constantly monitors the backlog and pro-actively inform customers, with phone calls, of recovery plan and promise date of shipment. Written communication should follow after the phone call. * Supports Accounts Receivables (AR) by being pro-active and taking the lead in resolving any open issues that may contribute to No / Slow payment. * Works with accounting to establish credit limits for new and slow / no paying repair only customers * Monitors assigned customers credit status, and proposes, on a priority basis, items that can be repaired for customers due to their over credit limit circumstances * Prepares established or special customer status reports to management QUALIFICATION REQUIREMENTS a) Knowledge and Skills * Technical aptitude