Senior Customer Support Representative

Senior Customer Support Representative

Location: Bethel, CT

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $45.00 / Hour (USD)
• Shift / Schedule: Monday to Friday, 8:00 AM 4:30 PM
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. [Export-control compliance required. See recruiter for eligibility details.]

Job Summary

The Senior Customer Support Representative oversees and manages a portfolio of accounts such as OEM, airlines, MRO, and distribution partners worldwide. Account responsibilities include developing strong relationships with customers, connecting with key business contacts, executives and stakeholders, forecasting, reviewing and preparing RFQ/RFP, negotiation, sales reports and other metrics. The Senior Customer Support Representative will also oversee the entire fulfillment process for their accounts from order processing to shipping and logistics, answer client queries and identify trends and new business opportunities among existing and new customers. In this role, you will liaise with cross-functional internal teams including Contract, Pricing, Supply Chain, Quality, Engineering, Finance/Accounting/Credit, Sales/Marketing, Manufacturing/Operations, and Shipping to meet and improve the entire customer experience. The role requires account management and excellent communication skills, time management, analytical thinking to understand customer behavior, and creation of long-lasting business relationships with our customers.

Key Responsibilities

• Serve as the Point of Contact for customer account management matters.
• Maintain strong communication skills with internal and external customers.
• Build and maintain strong, long-lasting client relationships.
• Review contract, RFQ/RFP, coordinate with other functions internally to fully understand the requirements and prepare the quotes/proposals accordingly.
• Support gate reviews, contract negotiations, Customer Program Reviews and Audits as necessary.
• Lead onsite meetings, telecons, proposal kick off and tag-ups to meet the customers' goals and objectives.
• Understand forecast to satisfy customer requirements and manage stock and rotable pool.
• Ensure the timely and successful delivery schedule and clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Review customer claims and provide analysis for Finance/Accounting.
• Communicate effectively with customer on quotes, order status, TAT and issues.
• Negotiate and follow-up strategically with customers to obtain approvals on quotes and delivery schedule.
• Coordinate recovery plans for delinquent performances and analyze root cause and determine corrective action plans for issues.
• Stay on top of industry changes and market trends applicable to customers and develop new business opportunities with existing customers and/or identify areas of improvement to meet customer needs.
• Provide metrics and status for major accounts to the site Leadership Team.

Required Skills

• Must be well organized and have a history of managing customer programs.
• Proficient in proposal/contract, terms and conditions, preparation, negotiation and management (compliance matrices).
• Familiarity with major aerospace customers and affiliates.
• Leadership, teaming, team problem solving, program management and time management skills.
• Proficient with MS Project, Word, Excel, PowerPoint, MS Outlook, and basic internet.
• Understanding of federal laws, and corporate and project finance.

Education Requirements

• Bachelor's degree from an accredited institution with a minimum of three (3) years of experience in account management, contract administration, customer service, project management, quality or supply chain in a manufacturing, operations, or aerospace environment; OR, in lieu of a bachelor's degree, a high school diploma or General Education Degree (GED) from an accredited institution with a minimum of 10 years of experience in account management, contract administration, customer service, project management, quality or supply chain in a manufacturing, operations, or aerospace environment.

Required Experience

• Minimum of three (3) years of experience in account management, contract administration, customer service, project management, quality, or supply chain in a manufacturing, operations, or aerospace environment (with a bachelor's degree); OR minimum of 10 years in the same fields in lieu of a bachelor's degree.

Important Notes

• No relocation benefit is offered for this position. Only candidates residing within the immediate geographical area (50 miles of the Bethel, CT location) will be considered for this position.
• Interview process: virtual interview.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a global power management company operating in more than 100 countries, with revenues of approximately $20.8 billion and a workforce of approximately 160,000 employees worldwide. Founded in 1911, the organization develops intelligent power management technologies spanning electrical systems, aerospace components, vehicle powertrain solutions, and data center infrastructure solutions that are embedded in the critical systems keeping modern society running. Recognized on Newsweek's list of Global Most Loved Workplaces, this organization employs electrical engineers, power systems specialists, aerospace technicians, software developers, supply chain professionals, and business support specialists across its many global divisions.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-09598

Industry: Information Technology