Customer Service Representative - ACR Electronics Inc

Job Summary of a Customer Service Rep

The primary function of those in a Customer Service Position is to facilitate the customer purchase order/RMA’s (Return Material Authorization) through the organizations ERP system. Additionally, this position shall update the customers with the status of their order/repair or replacements. This position will address customers by telephone, email, or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. In this role the employee will maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. These employees shall refer unresolved customer grievances to designated departments for further investigation.

• Data entry of customer purchase order/ RMA into ERP system
• Managing EDI transfers of customers’ orders/ RMA data
• Using existing software to complete RMA through the process (If applicable)
• Assist customers via phone, email, and in person

• Updating any existing orders
• Assist with inbound phone calls, emails, and faxes

• Logging into customer portal to obtain orders, and provide status update (If applicable)
• Be accurate, responsible, and tactful in dealing with a multitude of customers at all levels
• Manage customer orders/RMA’s and provide status updates
• Scanning, completing and closing RMAs and work order paperwork (If applicable)
• Scanning all required documents into current database system
• Work in co-operation with multiple departments
• Processing of Debits, Credits, and/or other transactions as required
• Provide assistance handling co-workers accounts during times of absence
• Follow and execute all export compliance regulations
• Follow and execute all customer service & repair work instructions and policies
• Follow and execute all FAA regulations (If applicable)

• Tracking and reporting daily KPI’s
• Other similar duties as assigned by management

Note: This description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. Other related job objectives, special assignments and less significant responsibilities typically performed by the incumbent are not included.

Required skills/abilities of the Customer Service Rep

• Ability to read, write, and speak English

• Proficient with a PC and Microsoft office products (Excel, Word, Outlook) Required
• Computer and website navigation skills required
• Strong communication skills
• Ability to work in team settings and independently
• Detail orientated
• Phone skills

Knowledge, Education, and Experience

• 3-5 years in a customer service role required
• Experience with aircraft OEMs and/or airlines is a must