Senior Customer Support Representative

Pay Rate: $45 Per Hour

Summary:

• Monday to Friday - 8 am to 4:30 pm

Responsibilities:

• Oversee and manage a portfolio of accounts such as OEM, airlines, MRO, and distribution partners worldwide.
• Develop strong relationships with customers, connecting with key business contacts, executives, and stakeholders.
• Forecast, review, and prepare RFQ/RFP, negotiation, sales reports, and other metrics.
• Oversee the entire fulfillment process from order processing to shipping and logistics.
• Answer client queries and identify trends and new business opportunities among existing and new customers.
• Liaise with cross-functional internal teams to meet and improve the entire customer experience.
• Serve as the Point of Contact for customer account management matters.
• Build and maintain strong, long-lasting client relationships.
• Review contracts, RFQ/RFP, and coordinate internally to prepare quotes/proposals.
• Support gate reviews, contract negotiations, Customer Program Reviews, and Audits as necessary.
• Lead onsite meetings, telecons, proposal kick-offs, and tag-ups to meet customer goals.
• Ensure timely and successful delivery schedules and communicate progress to stakeholders.
• Review customer claims and provide analysis for Finance/Accounting.
• Negotiate strategically with customers to obtain approvals on quotes and delivery schedules.
• Coordinate recovery plans for delinquent performances and determine corrective action plans.
• Stay informed of industry changes and market trends to develop new business opportunities.
• Provide metrics and status for major accounts to the site Leadership Team.

Requirements:

• Bachelor’s degree from an accredited institution with a minimum of 3 years of experience in account management, contract administration, customer service, project management, quality, or supply chain in manufacturing, operations, or aerospace environment.
• In lieu of a bachelor's degree, a high school diploma or GED with a minimum of 10 years of relevant experience.
• Must be legally authorized to work in the United States without company sponsorship.
• This position requires use of information subject to ITAR. All applicants must be U.S. persons within the meaning of ITAR.
• No relocation benefit is offered. Only candidates residing within 50 miles of 90039 will be considered.

Preferred Skills:

• Well-organized with a history of managing customer programs.
• Proficient in proposal/contract preparation, negotiation, and management.
• Familiarity with major aerospace customers and affiliates.
• Strong leadership, team problem-solving, program management, and time management skills.
• Proficient with MS Project, Word, Excel, PowerPoint, and MS Outlook.
• Understanding of federal laws and corporate and project finance.