Customer Service Representative I

Accountability and Scope

The Customer Service Representative I is accountable for facilitating and building customer relationships through providing continuous high-quality service and support. The Customer Service Representative will maintain a basic working knowledge of sales policies, internal practices, and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration (RMA's, prioritization, and order release, etc.), and ensure overall customer expectations are met.

Essential Duties and Responsibilities

Know, understand, and incorporate the Incora philosophy, value and vision in all business behavior, practice, and decisions

Maintain up to date knowledge of Incora customer requirements and distribution methods and timing

Maintain positive working-relationships with external customers and all inter-working departments and personnel

Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests

Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day

Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions

Provide LTA contract administration support, as assigned

Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (daily)

Prioritize orders based on urgency of product needed, specifications, and shipping and delivery

This job description is intended to generally convey the duties of this position. It is not an all-inclusive listing of duties and

it is not a contract, expressed or implied.

requirements

Process daily release orders system and verify against contract to ensure information is correct

Process material returns (RMA's) as requested by the customer

Understand and ensure proper quality flow downs are in place for contract review

Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating

Assist in issuing shopping and inventory locator service requests

Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders

Prepare and follow through with customer expedite request

Train/mentor others within sales department (as assigned)

Perform ad hoc projects and tasks (as assigned)

Attend department or company sponsored training or meetings, as required

Essential Competencies

Business Acumen

Account Planning

Customer Orientation

Driving for Results

High Impact Communication

Education, Experience and Qualifications Education

High School Diploma or GED is required Experience

1-3 years of combined Sales and Customer Service experience required (within the aerospace industry, is preferred)

Demonstrated working knowledge of Incora customers and products is highly preferred

Demonstrated ability to accurately and efficiently perform root cause analysis and conduct research to resolve basic customer issues

Proven ability to work well and provide quality service to internal customers, as needed

Proven ability to work well within a team environment to produce positive results Qualifications

Strong verbal, written communication, and presentation skills, with emphasis in Quality and Customer Service

Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously

Maintain excellent customer service skills with the ability to deal tactfully, confidently, and ethically with both internal and external customers

Ability to be detailed oriented and perform in-depth account research, if required

Maintain clear and accurate data entry, documentation, and reporting skills, as required

Maintain basic competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required