Customer Operations Associate

Description

Purpose of the Job: Manage post award life cycle to ensure customer satisfaction and on-time delivery while catering to the customer.

Reports to: Senior Customer Operations Manager, Spares

Duties and Responsibilities within Region:

• Meeting and or exceeding company and individual goals and KPI’s
• Manage the post award life cycle of the purchase order/contract. Including but not limited to:

1. Order Entry - knowledge of purchase order contracts and adhering to customer requirements
2. Order Acknowledgement
3. Manage SO Due on & Ship on dates.
4. Driving resolution for any customer holds, issues and escalations.

• Participate in ongoing cross-functional, product, industry, and customer training.
• Independently driving and owning post order management.
• Develop an understanding of the customers in the regions(s) and their product demands.
• Participate in ongoing process improvement, product, industry, customer knowledge training.
• Use critical thinking and advanced problem-solving capabilities to coordinate resolution of customer issues regarding product, pricing, lead-times, or quality.
• Works independently and cross functionally with internal/external departments, including Sales, Supply Chain, Accounting, Trade Compliance, Quality and Warehouse.
• Be proficient in regional specific requirements (i.e.-contract review, USG FAR/DFARS, flow downs, penalties, source inspections, customer portals, etc.)
• Prepare and maintain status reports for customers and management as needed.
• Communicate with customers by phone, MS Teams and e-mail daily.
• Back up for Data Entry as needed for SQ entry.
• Attending daily/weekly/monthly meetings as scheduled.

Requirements

• Positive attitude and attention to detail
• Excellent Communication Skills, both verbal and written
• Highly motivated, energetic, and success oriented
• Courteous, tactful, and possess excellent interpersonal and relationship building skills 
• Must be highly organized and detail-oriented with the ability to work well under pressure
• Customer account management experience preferred
• Proficient in Windows environment, including Microsoft Word, Excel
• Bachelor's degree and/or 5-7 years related experience
• Foreign language skills preferred
• Minimal travel may be needed

Training 

• Pentagon Basics
• Export & ITAR compliance
• Aerospace Industry Quality Training (Which includes QMS training, FAA 00 56, Traceability, 8130- 3 documents, PAH’s, ESD, Suspected Unapproved Parts, Shelf Life/LLP’s, AD’s, ATA Spec 300, PMA Parts, Direct Ship Authority, Repair Stations, and Standard Terminology
• 90 Day Probation OJT