Customer Support Representative/Coordinator

Murrieta, CA
Full-time


Role and Responsibilities

Product Support & Sales

  • Participate in the development and actioning of marketing strategies for products and services
  • Coordinate and action responses to customer requests for quotations, proposals, information and support
  • Work to actively promote, improve, strengthen and solidify customer relationships
  • Participate in the development and dissemination of forecasts for product and service sales
  • Collaborate with other department personnel to coordinate the sale, production, and delivery of products and services
  • Participate in the development, recording, and adoption of new and existing business processes
  • Updating and tracking of customer related information in the Claritysoft CRM platform
  • Updating and tracking Twin Otter fleet information and statistics
  • Maintaining and updating of IKHANA proprietary product information and records
  • Coordinate shipping and receiving activities of shipments to and from the customer
  • Coordinate and action purchasing activities to meet customer requirements as needed
  • Other Product Support duties as may be assigned or required

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Customer service enhancement:

  • Participate in the development, adoption, and reinforcement of new customer service strategies
  • Work with leadership to build, embody, and continuously promote a customer centric culture
  • Work with colleagues to reinforce service enhancement strategies with staff
  • Participate in and promote a “voice of the customer” program to obtain, measure, and develop continuous improvement solutions for customer feedback
  • Participate in programs and processes to measure customer satisfaction and effectiveness of the service strategies
  • Other customer service duties as may be assigned or required

Project Coordination:

  • Review project proposal(s)/contract(s) and drawings to determine time-frame, budget, work instructionsandman-power requirementsto accomplish work scope
  • Communicate and coordinate with various departments to ensure on-time support, completion and delivery of the project
  • Create individual project schedules and integrated master program schedules
  • Manage project critical path to ensure project finishes on-time and within budget
  • Provide visibility to the team regarding priorities for overall focus
  • Identify, manage, and mitigate risks to project budget and timeline
  • Negotiates with and manages vendors
  • Provide project status reports to customer and to the management team
  • Other duties as may be assigned or

Other:

  • Provide support to the Purchasing department as needed
  • Participate in the development, recording, and adoption of business processes and continuous improvement across the enterprise
  • Work collaboratively with colleagues and management to foster business growth

Qualifications and Requirement

  • A passion for serving the customer and representing their interests across the enterprise
  • Excellent organization and priority management abilities
  • Excellent problem-solving abilities
  • Excellent communication skills with both internal and external stakeholders
  • Previous scheduling and planning experience
  • Familiarity with aviation focused Quality Management Systems – AS9100 experience an asset
  • Ability to coordinate and or lead teams as required
  • Ability to work in a high demand and dynamic environment
  • Ability to travel as required to support sales, marketing, and customer support activities
  • College degree or equivalent preferred
  • Working knowledge of MS Office suite (Project, Excel, Word, PowerPoint, Outlook)

Antidrug and Alcohol Misuse Prevention Program

This role performs functions, or is immediately available to perform functions, that are considered safety sensitive for the purpose of maintenance or preventive maintenance as defined by 14 CFR 121. Therefore, employment and continued employment with the company is conditioned upon full compliance with the company’s Antidrug and Alcohol Misuse Prevention Program as required by 14 CFR Part 120, 135, 145 and 49 CFR Part 40.

Benefits:

  • Medical, dental and 401K to eligible employees
  • Paid holidays to eligible employees
  • Paid vacation to eligible employees
  • Paid sick time to eligible employees

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the position. While this is intended to be an accurate reflection of the current job, this job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary.

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