CUSTOMER SUPPORT REP

Job Description - CUSTOMER SUPPORT REP (2103030) Job Description

CUSTOMER SUPPORT REP - 2103030 Description

Position Purpose :

Under direct supervision, reporting to the Manager / Supervisor to support the process of providing products and services per established policies and procedures to meet quality standards and expectation of the customer in a timely manner.

Responsible for the account administration and interfacing with customers at a journeyman level, limited experience, product and customer knowledge.

Includes but is not limited to customer order administration for new sales, repairs and warranty sales and coordination within organization for technical or engineering support and services as required.

Essential Functions :

• Process and maintain customer purchase orders, external customer purchase order systems, and electronic data interchange (EDI).
• Maintain off-line sales systems as required (i.e., Product Master, FACT).
• Responds to customer pricing requests per established price list. Interacts with other departments as required (order status, delivery updates, warranty & quality).
• File and maintain documentation. Interfaces with customers on a day-to-day basis.
• Over-time may be required with little or no notice to accommodate customer needs.
• Prepares and submits customer quotations per established price list / catalog.
• Responds to internal and external customer questions.
• Compiles and generates various customer / sales reports.
• Contract review of customer purchase orders.

Other Functions :

• May respond to other administrative requests from Account Managers.
• May input forecast information.
• Picks up and distributes department mail.
• Cross train with other Customer Support Representatives.
• Small international locations may be involved in other administrative tasks from other functional areas (i.e., payment processing, after hour calls).
• May provide limited coverage (short term) for account management function.
• Actively participates with account receivables management (collection process, validate PO to sales order, collections, etc.).

Materials and Equipment Used :

Computer, phone, Intranet, Internet, fax, scanner, miscellaneous office equipment.

Working Environment / Physical Activities :

Work is mainly performed in a general office environment, however, the job will require interaction with other departments and movement throughout the facilities with exposure to noise, chemical solutions, dust and elevated temperatures.

Qualifications

Knowledge / Skills / Abilities :

• Solid knowledge of computer systems and software applications.
• High level of professional communication and interpersonal skills.
• Must work effectively in a team environment.
• Able to multi-task, detail-oriented and able to prioritize workload efficiently.
• May be required to have multi-lingual language capabilities dependent on customer base or location (verbal and written).
• Solid understanding of the sales process.
• May be required to understand and apply international commercial transaction specifics.
• Sound judgment and decision-making skills regarding routine, day-to-day functions.
• Thorough understanding of the organization and internal resources.

Education or Formal Training :

• High school diploma, higher national diploma or equivalent.
• Country specific education requirement may include formal degree / certification in Business Administration, Economics, etc.

Experience Required :

1-2 years of demonstrated work experience in customer-interface role and general business process understanding. Woodward is an independent designer, manufacturer, and service provider of control solutions for the aerospace and energy markets.

Our aerospace systems and components optimize the performance of fixed wing and rotorcraft platforms in commercial, business and military aircraft, ground vehicles and other equipment.

Our energy-related systems and components enhance the performance of industrial gas and steam turbines, reciprocating engines, compressors, wind turbines, electrical grids and other energy-related industrial equipment.

The companys innovative fluid energy, combustion control, electrical energy, and motion control systems help customers offer cleaner, more reliable and more efficient equipment.

Our customers include leading original equipment manufacturers and end users of their products. Woodward is an Equal Opportunity Employer EO / AA / M / F / Disabled / Protected Veterans

Customer Support Primary Location

United States-California-Valencia Organization

Woodward Schedule

FULL TIME Shift

1st Shift / Day Job