Customer Support Representative

Acara Solutions seeks highly qualified candidates to work on-site with our client in Orlando, FL. Interested?

Here's what you'd do:-Overall responsible for providing best-in-class customer service to our customers within the avionics and IFE departments.-The position emphasizes promptly and accurately responding to customer inquiries within the customer's expectations.-It is imperative that the company approve customer-specific pricing, contracts, and requirements.-Maintains knowledge of the customer and the client's agreements and acts on that information as appropriate.-Acts as a point of contact between assigned customers and the client.-Identifies possible upselling and sales opportunities to action or forward to regional sales managers.-Ensures overall customer satisfaction and escalates necessary customer issues to the Manager and through Account Management channels as appropriate.-Responsible for the WIP management of each assigned customer.-First point of customer contact.-Follows up with customers concerning approvals to repair estimates, necessary customer paperwork revisions, and other miscellaneous areas causing customer delays to the repair process.-Provide weekly customer status reports on WIP and ongoing issues as needed by customer account representatives.-Works with the Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets.-Attends meetings with customers and AMT as needed and provides input where appropriate.-Works with Industrial Engineering, Repair Line Managers, and Product Support Engineers to obtain technical knowledge related to products customers send for repair.-Ensures correct work order identification and coding of database records when quoting each repair notification.-Ensures proper identification of the client's performance commitments in the database and sets TAT exclusions as appropriate.-Based on general guidelines, estimates are generated and set not-to-exceed (NTE) authorization levels.-This allows labor hours and material costs to be applied to customer units for technician repair activity as site-specific procedures are needed.-Creates and sends estimates to the customer for repairs or RFQs using information taken from shop technicians and pricing directives/contracts.-Proposes exchanges to customers for products under repair and works with the Exchange Team to ensure exchange unit availability as appropriate.-Monitors customer terms and authorizes return shipment of customer products.-When circumstances support, request authorization to ship if a customer is blocked due to late payments or financial risk.-Provide timely feedback to the customer regarding changes resulting in a delay in product delivery or an increased cost estimate, where applicable.-Promote the use of PartEdge for internal and external customers.-Collaborates with the Virtual Shop and Operations Support Team to fix customer issues and obtain customer information when needed.-Responsible for initial customer account setup collaboratively with other departments.-Participates in customer support meetings as appropriate.-Promote upselling tactics with customers, where appropriate.-Inform and work with the Account Management team on upselling opportunities that will increase margins or market share.-Obtains customer-related information for the client's teams where necessary.-Utilizes web-based tools to manage customer accounts such as AeroExchange, ILS.-Documents ongoing customer issues and customer feedback for AMT review in Salesforce.-Take the extra mile to engage customers.-Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles.-Conducts oneself in a way to ensure excellent customer service.-Additional duties as assigned by team leader / Customer Support Manager.

Length: Temp (3 Months).

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