SPECIAL REQUIREMENTS:
We are looking for someone who has customer service experience, order entry, quotes, and problem resolution that can support 24/7 Customer Response Center.  This position requires schedule flexibility.  This person may work 1st shift, 2nd shift, 3rd shift, weekends, and holidays.

POSITION DESCRIPTION:

Maintains customer satisfaction by providing product, service and account information and monitoring  performance for product warranty, maintenance agreements, and/or purchase orders. Typically, responsible for  groups of accounts that are moderately complex or where account relationships are well?established.     

1.      Administers customer accounts by reviewing service and/or spare product requirements to existing terms and   conditions of purchase orders or maintenance agreements.    

2.      Establishes and maintains customer relationships through courteous and efficient servicing of customer  requests. Maintains regular communication with assigned customer accounts and responds to customer service  issues.    

3.      Prepares, and submits correspondence in response to customer requests. Maintains an appropriate level of   confidentiality with regard to customer and company matters.   

4.      Responds to requests for quotations in a timely manner and coordinates with price estimating. Reviews pricing  for reasonableness, submits quotations/proposals for customer review, and handles   customer questions regarding the submitted quote/proposal.  

5.      Coordinates with various functions of the company (e.g. quality, shipping/receiving, accounting, order entry,   planning and shop personnel) on customer issues. Prioritizes requests and commits to reasonable production   and/or provisioning lead?time.  

6.      Releases repairs to production when customer approval is received by submitting work order to scheduler and  updating sales order with delivery date and repair costs. Develops action plans to address past due items. May  have oversight of order entry activity and shipping for spares.   

7.      Monitors delivery status and provides status reports to customers by gathering data, researching outstanding   shipments, obtaining up?to?date shipping information, and following up with the customer.    

8.      Ensures invoices have been processed and paid by monitoring the customers' account status and coordinating   with Accounts Receivable. Supports the company's collection efforts.    

9.      Investigates and resolves customer complaints or claims by collecting and analyzing documentation and prior  history files. Resolves complaints regarding damaged, late or incorrect shipments and may have authority to offer   discounts up to a limited maximum dollar amount.   

10.  Ensures the accuracy of sales order entry data and backlog information by monitoring customer accounts and   preparing reports (i.e. backlog, shipped not invoiced, and contract hold).

DUTIES AND RESPONSIBILITIES:

One to two years of related college level courses, certificate completion or related job training in contracts   or business administration that has provided both theoretical and practical knowledge in the field.   Demonstrated ability to perform the essential functions of the job typically acquired through four or more years of   related experience in administrative, marketing/customer service, or product support areas.    Knowledge, Skills and Abilities    Knowledge and understanding of customer service administration policies and practices, and FAA regulations   including government procurement if applicable. General knowledge of Parker products and manufacturing,  inspection and repair processes. General understanding, and ability to apply, continuous improvement methods.  Ability to work on assignments that are moderately complex where judgement is required in evaluating  information, resolving problems and making recommendations. Ability to work with only general   work direction with no instructions usually given for routine work and general instructions given for new work or   special assignments. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability   to calculate amounts such as discounts, proportions, and percentages. Ability to communicate effectively to  present ideas, facts and some technical information, and to respond to inquiries and complaints from customers or  regulatory agencies. Ability to use standard business software applications and specialized spreadsheet and  database systems (e.g. manufacturing resource planning (MRP), financial and accounting data). Ability to  effectively demonstrate team member competencies and participate in goal?setting, performance feedback, and  self?development activities.     

TYPICAL MENTAL AND PHYSICAL DEMANDS    While performing the duties of this job, the employee is required to sit. The employee frequently is required to   use hands to operate a computer and talk or hear. The employee is occasionally required to stand and walk.   Specific vision abilities required by this job include close vision. Also expected of the employee is regular   attendance, the ability to work cooperatively and professionally with others and members of the public, and   the ability to manage multiple tasks at once.