Job Description

Job title: Customer Support Rep

Location: Akron, OH

Duration: 6+ months

* Military specific to support CX onboarding,

* Returns and Credits specific to support CX onboarding,

* Aftermarket Growth for APAC (airlines)

Job Core Responsibilities

• The Customer Account Rep is responsible for receiving, reviewing, and entering purchase orders into the enterprise resource planning (ERP) system.
• Raising quotes and customer documentation, prioritizing workload to ensure the customer receives an excellent service at all times.
• Respond to various customer emails and phone calls to manage their orders and enquiries; the Customer Account Representative will serve as the primary point of contact by customers’ buyers and supply chain personnel.
• Coordinate site visits to facilities and set-up customer meetings as required.
• Refer any pricing queries to the Senior Customer Account Representative and/or the Commercial functions to ensure accurate pricing is applied.
• Track and reconcile internal and external customer score cards, which includes verification of the metrics by which is judged.
• Produce costing sheets in collaboration with colleagues from Procurement, Demand Planning and Manufacturing departments as required in order to terms and conditions.
• Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost
• Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations)

Job Specifications Education Level: (Required):

Bachelor's Degree or at least 1-2 years of relevant industry experience (Preferred): Bachelor's Degree and equivalent experience Field of Study/Area of Experience: Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line 2+ years of experience in customer service Skills,

Knowledge and Abilities

• Aware of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.)
• Ability to understand and follow specific instructions and proce
• Experience processing orders for foreign entities and ensuring export compliance

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