Customer Service Representative II

SUMMARY

Promotes the sales of, and performs sales of spare parts and services through telephone, and internet communications.  Functions as primary point of contact for customer related inquiries. Represents the voice of the customer within MDHI.  Provides account administration for assigned customers to include, but not limited to; account management, Order Administration, AOG support, material forecast and financial reconciliation support.    Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting on-time delivery and quality expectations.

DUTIES AND RESPONSIBILITIES

• Provide technical expertise to support and assist MD customers with the purchase, status, pricing and delivery of orders to optimize customer satisfaction, fulfill requirements and maximize MDHI’s ability to support customers with parts
• Place outbound and receive inbound calls to and from customer base promoting the sale of spare part products with the knowledge of customer requirements, status of customer order background and current backlog of spare parts
• Provides continuous feedback to the customer on order status throughout the acquisition cycle by providing proactive communication with the customer in anticipation of customer&39;s needs. Researches technical specifications to aid in determining correct part and monitors sales fulfillment and delivery.
• Accountable for ensuring orders are placed into the MRP/ERP system and/or other support databases. 
• Accountable for developing forecast requirements for assigned customers.
• Completes customer requested tasks in a timely manner, up-sell, and follow to closure any open issues
• Interface with departments as required in satisfying customer requirements to include but is not limited to, procurement, engineering, finance and production
• Maintain data base for customers to track maintenance and scheduling including overhaul and inspection schedules while interfacing with Technical Support
• Part of the group AOG coverage (weekend and afterhours coverage)
• Support Customer Metrics by providing relevant supporting data
• Performs repurchasing and redistribution of select products.
• Processes and makes adjustments to database for returned goods by entering orders, credits, etc.
• Represent MD Helicopters with the highest levels of integrity, accountability and responsiveness
• Other duties may be assigned

SUPERVISORY RESPONSIBILITIES

None

SKILLS AND ABILITIES

• Minimum of 1 years aviation customer service and/or aviation mechanical experience preferred
• Requires proficiency with Microsoft Office Suite
• Technical knowledge of MD Helicopters product line preferred
• Technical knowledge of maintenance and inspection criteria preferred
• The ability to understand and follow instructions and the ability to concentrate is required.

• Excellent written, verbal, communication and interpersonal skills.
• Requires the ability to handle multiple priorities at the same time and the ability to follow through on all tasks assigned
• The ability to get along with others or to be part of a team.
• Regular attendance at the worksite.

EDUCATION and/or EXPERIENCE

• Associates’ degree and 1-3 years work-related experience and/or training; or equivalent combination of education and experience 

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contracts, implied or otherwise, other than an “at will” relationship.

CERTIFICATES, LICENSES, REGISTRATIONS

None

WORK ENVIRONMENT/PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work performed in an office and factory settings.
• Exposure to shop environment such as noise, dust, odors and fumes.
• Occasionally required to lift up to 20 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently.  The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

MD Helicopters, LLC provides equal employment opportunities to minorities, females, veterans, individuals with disabilities, sexual orientation, and gender identity.