Customer Service Rep

Title: Customer Service Rep

Location: United States-Illinois-Wood Dale

Job Number: 15078

SUMMARY:

• Compliance function within the organization to ensure global order fulfillment upstream and downstream processes are performed in accordance with company and regulatory requirements.

• Achieve VOC (Voice of the customer) through effective and efficient handling of AAR Supply Chain commercial customer transactions for after-market aircraft & engine parts, and OEM distribution.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform contract review for customer POs ensuring company and regulatory requirements are met.

• Align ERP parameters for each sales order in accordance with requirements and monitor fulfillment process to ensure quality and on-time-delivery for the customer.

• Perform customer activations adhering to compliance standards with due diligence screenings to mitigate risk.

• Work with local and global sales teams as well as offsite AAR facilities to identify and handle special logistical requirements.

• Understand hand-offs between product line, sales, accounting, credit, quality, trade compliance, and operations to promptly resolve order related issues.

• Manage inter-company material transfers across AAR DCs, and monitor movement through pick, inspect, pack, ship process.

• Generate RMAs in accordance with disposition as outlined in SOP.

• Maintain sales order backlog changes - dates, allocations, shipping instructions, etc.

• Track VOP (Voice of the process - data analytics for process improvement) performance by capturing quality escapes in enterprise-wide database; customer feedback including complaints, and praise received from customer surveys.

• Research ad hoc customer inquiries: paperwork, warranties, shipping, invoicing, etc. to assist in cash generation efforts.

CORE COMPETENCIES:

• Being connected & Respectful

• Diverse Mindset

• Building relationships and partnerships

• Focus

• Accountability

• Building confidence & integrity

ESSENTIAL CHARACTERISTICS:

• Commitment to company values and ethics

• Dependability: personally responsible, completes work in a timely manner, and performs tasks accurately

• Motivation: must maintain a positive attitude and strong work energy

• Strong customer orientation

• Organization: very detail oriented and always comes prepared

• Time management: ability to organize and manage multiple priorities and effectively deal with tight deadlines and pressure.

• Teamwork: works harmoniously with others to get a job done, responds positively to instructions/procedures, and works well with others

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree (B.A.) or equivalent from four-year college or technical school; or five years related experience and/or training; or equivalent combination of education and experience.

• PC Literate (Word, Excel, Access)

PHYSICAL DEMANDS/WORK ENVIRONMENT:

• The physical demands and work environment characteristics 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.

• While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility. The environmental characteristic for this position is an office setting. Candidates should be able to adapt to a traditional business environment.

We offer a comprehensive benefits package, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, PTO, as well as opportunities for professional development and growth.

If this sounds like the right opportunity for you, please click "Apply Online" at the bottom of this page. #LI-MA1

AAR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.