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Sr. Customer Support Representative

Axelon Services Corporation

Bethel, CT

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JOB DETAILS
SKILLS
Accounting, Aerospace and Defense, Analysis Skills, Business Development, Communication Skills, Contract Management, Contract Negotiation, Contract Review, Corporate Law, Corrective Action, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service Management, Customer Support/Service, Customer/Consumer Behavior, Distribution Channel, Federal Laws and Regulations, Finance, Forecasting, High School Diploma, Hydraulic Engineering, Leadership, Logistics, Major Accounts, Manufacturing Operations, Market Trend Analysis, Marketing, Metrics, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Project, Microsoft Word, Negotiation Skills, OEM (Original Equipment Manufacturer), Order Processing, Order/Customer Fulfillment, Organizational Skills, Pricing, Problem Solving Skills, Project/Program Management, Quality Engineering, Regulations, Request for Proposals (RFP), Revenue/Sales Reporting, Root Cause Analysis, Sales, Sales Management, Shipping Operations, Supply Chain, Time Management, Trend Analysis, Vendor/Supplier Quality Management
LOCATION
Bethel, CT
POSTED
Today


Pay Rate: $45/hr
Shift: 8:00am to 4:30pm
Description:
PRIMARY FUNCTION:
Client Aerospace Group is currently seeking a Senior Customer Support Representative to join our team. Hybrid schedule can be considered based on activities.
The LA facility has approximately 280+ employees and is a leader in the design, development, manufacture and delivery of Aerospace hydraulic components, systems and services to the global aftermarket and OEM markets.

Client provides a competitive total rewards package commensurate with applicable skills, knowledge, and experience and consistent with internal and external market practices.

Position Overview:
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. Making what matters work at Client takes the passion of every employee around the world. We create an environment
where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

In this function you will:
- Serve as the Point of Contact for customer account management matters.
- 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.
When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

Required (Basic) Qualifications:
- 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 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 manufacturing, operations or aerospace environment.
- Must be legally authorized to work in the Client States without company sponsorship.
- This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S person as a U.S Citizens, U.S Permanent Resident (i.e. ‘Green Card Holder’), Political Asylee, or Refugee.
- No relocation benefit is offered for this position. Only candidates residing within the immediate geographical area (50 miles of 90039) will be considered for this position.

Position Criteria:
- 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, Basic Internet.
- Understanding of federal laws, and corporate and project finance.

About the Company

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Axelon Services Corporation