Customer Service Representative

Education / Experience Requirements

• High School Diploma or equivalent.
• Minimum 4 years'''' work experience in a customer service and supply chain environment.
• Minimum 2 years'''' work experience in aircraft or electronics industry highly desired.
• In-flight entertainment experience highly desired.
• Good understanding of the full supply chain process.
• Possess excellent communication skills and can interact with a diverse multi-level organization and global customer base.
• Outgoing, self-motivated, well organized, and detailed oriented.
• Creative problem solver and able to resolve conflicts and filter conflicting agendas to determine path forward.
• Intermediate working knowledge of computers and the use of software packages (Windows, Excel, Word, and PowerPoint) with emphasis on Excel and Access.
• Oracle or ERP system experience highly desired.
• Ability to work independently and make decisions as required with minimum supervision.
• Ability to understand and interpret technical and contractual language.
• Ability to travel to customer sites and represent PAC in a professional manner.
• Ability to mentor other employees and a demonstrated desire to accept new projects and challenges in support of company goals.
• Works on assignments requiring considerable judgment and initiative. Understands implications of work and makes recommendations for solutions.

Job Overview / Order Fulfillment :

• Receive, review and process customer purchase orders via manual entry into PAC ERP system, EDI transmissions, and / or customer-owned systems / supplier portals.
• Enter PGA requirements to secure parts demand before customer purchase orders have been received to protect lead times.
• Manages spares and service parts ordering including coordination of certification requirements with customers as required, outside of program related activity.
• Coordinate with Program Management to monitor and provide status on customer’s equipment orders and deliveries and overall program status, with third party suppliers, aircraft OEMs and customers to meet overall program requirements.

Identify all potential delivery delays and notification of Program

Managers / Regional Directors on critical delays.

Facilitate flow of orders and product expedites through PAC’s Supply Chain, to meet customer and field requirements. Expedite requests are based on contractual and service level agreements;

specifically, to support OEM / Seat Supplier business partners.

• Communicate and distribute reports and trend analysis for order and delivery status to internal / external customers as required.
• Maintain all relative order transaction data in PAC’s system of record per SOX and internal compliance requirements.
• Monitor engineering drawing change requirements and respond to those changes that have impact to parts entered on sales orders and schedules.
• Analyze and resolve customer account discrepancies working with customers and accounting.
• Coordinate product deliveries with Customs group and third-party suppliers to ensure on-time delivery of customer orders per PAC commitment dates.
• Ensure that all FAA / Conformity requirements are adhered to, pursuant to customer and PAC Quality requirements.
• Responsible for providing various departments and reports to assist with metrics, department compliance, productivity, and efficiencies.
• Hosting / Attending conference calls / meetings related to program requirements / department processes.

Planning / Supplier Management

• Run program audits based on Program Table and OEM schedules per management established schedule to be included as needed in weekly team meetings.
• Communicates material requirements to PAC Planning, Procurement and Distribution Center groups to ensure a sustaining inventory level in order to support internal / external customer deliveries.
• Identify, negotiate, and resolve conflicts between the stakeholders (PMO, Sales Forecasting, and Inventory Management) with respect to the Master Planning / Scheduling (OEM Dates / MROD) process to align to internal / external deadlines.
• Communicate, manage, and prioritize significant shifts in demand to the Supply Chain to meet delivery commitments.
• Manage Holds Clearing of customer purchase orders to ensure there is no impact to HW / SW deliverables and on-time delivery trends.

Contract Compliance

• Continuously audit and maintain Customer Profile, Freight Directives and ensure Commercial Terms called out on open orders are 100% accurate, to avoid impacts on deliveries and collections.
• Ensure that incoming customer purchase orders for hardware / software deliverables encapsulate all required Terms and Conditions for order processing.
• Track and issue customer incentives, credits and concessions as required by contract.
• Support frequent Internal / External Audits by providing documentation that supports 3-way match requirements as needed.

Finance / Credit Support

• Apply customer specific price lists to orders in conjunction with Finance and Marketing groups during the demand scheduling process to ensure customer billing accuracy.
• Provide Finance support with AR collections by taking the applicable actions to ensure the customer’s account status is at acceptable levels and meets contract requirements.
• Troubleshoot / follow-up on product rejections by customer, product conformity problems, incorrect shipments, Proof-of-Delivery, and QA documentation and take appropriate action to clear to mitigate collection roadblocks.

Other Requirements

• Must be able to sit for extended periods of time working at PC using repetitive motion in the operation of a mouse and keyboard.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.
4 days ago