Job Summary The OTC Parts & Logistics Customer Experience Lead will work with our team of Sales Professionals to provide world-class customer service to our clients, as well as provide leadership and training for each Customer Experience Specialist, and act as the primary customer liaison for Marketing and Advertising in coordination with Greenwich AeroGroup.
This individual will ensure prompt and effective customer service by performing duties such as sales order and invoice management, credit card processing, export compliance support, and after-sales follow up. The follow up activities will include shipment tracking, resolution of billing issues, return authorization support, and warranty management for internal and external customers.
Duties & Responsibilities Customer Service
Investigate customer service issues in a timely manner
Effectively execute and improve customer service procedures, policies, and standards
Develop and implement customer satisfaction process improvements and metrics
Perform key processes such as billings, company credit verifications, export controls
Perform consistent sales follow-up with occasional customer surveys
Answer incoming calls when necessary and direct customers to appropriate sales team members
Support the Sales Team by responding to customer requests for invoices, tracking, or return documentation
Identify training and development needs within the organization to meet customer and company requirements
Develop training programs to support department and individual performance improvement objectives
Minimum 2 years’ previous office experience in a customer support role
Demonstrated interest in customer satisfaction
Strong working knowledge of MS Office Suite including the ability to create and manage spreadsheets
Instructions Apply on-line at www.westair.com/careers. Western Aircraft Inc. has a Drug Free Workplace Policy which includes applicants passing pre-employment testing in accordance with 14 CFR 120. Applicants testing positive for the presence of prohibited drugs are ineligible for employment. DOT applicants who become employees of Western Aircraft Inc. will also be subject to random, reasonable cause, reasonable suspicion, and post-accident testing.
Western Aircraft, Inc. is an Equal Employment/Affirmative Action Employer. Equal Opportunity Employer; W/M/Vets/Disability