Under the direction of the Supervisor, Customer Service Representative, the Customer Service Representative is responsible for customers' inquiries as they relate to placing orders for spare parts, pending orders, and directing customer inquiries to proper personnel.
Summary of Duties
Answer all incoming phone calls in an expeditious manner.
Responsible to answer a daily average quota of customer phone calls.
Provide a pleasant and friendly atmosphere for our customers to conduct business.
Effectively answer customer's administrative questions or forward to proper DFJ personnel in a manner that satisfies the customer's request and minimizes abandoned phone calls.
Coordinate interdepartmental correspondence relating to the timely delivery of spares.
Record customer's request for quote and convert to sales order when required.
Research IPC's to problem solve in AOG situations.
Responsible for follow-up to customers on shipping information.
Manage client base with Siebel updating customer transactions/issues into the Siebel database.
Report processing, as required.
Assist customers in obtaining information on services from other DFJ departments and/or DFJ vendors.
Perform off-hour telephone coverage as needed.
Administrative work as assigned by management team, as required.
Other duties may be assigned by management in order to meet business objectives on an as needed basis.
High school diploma or G.E.D.
Minimum one year Customer Service experience, in a fast paced environment.
Familiar with Automated Order Entry Systems.
Familiar with Microsoft Office.
Ability to communicate effectively with internal and external customers in a professional manner.
Excellent written and verbal communication skills.
Excellent listening skills.
Exceptional organizational and follow up skills.
Ability to work effectively as part of a team.
Required to work rotating shifts.
Previous customer service experience in the aviation industry.
Valid driver's license.