Customer Service Rep

HEICO; Fort Worth (TX); On-site; USD 35,000 - 52,000; Full time

Job summary

Aero-Glen Int'l, based in Fort Worth, TX, is seeking a Customer Service Representative to support order entry, quotes, and cross-functional collaboration with sales, supply chain, operations, quality, and accounting. This in-office role emphasizes accuracy in data entry and timely customer engagement.

The CSR will maintain the order book to ensure on-time delivery, respond to requests with urgency, and work with internal teams to resolve issues while complying with quality requirements.

Qualifications

• Education / Experience Requirements: Minimum of 1-year previous experience in system portals data entry, preferred in aerospace industry.
• Internal and external customer service experience.

Responsibilities

• Maintain order book to ensure proactive customer communication and on-time delivery of product.
• Receive, review and input Vendor Quotes, Customer Quotes and Sales Orders with high accuracy.
• Ensure all Sales Orders are formally acknowledged as required.
• Respond quickly and proactively to workload and business needs.
• Collaborate across Supply Chain, Sales, Quality, Operations and Accounting to support customer requirements.
• Handle CUI and FCI as required.

Skills

Data entry accuracy

Customer service

Multitask and detail oriented

Process improvement

Self-starter

Independent work

Microsoft Office proficiency

Supply chain knowledge

Job description

Description

Overview of the Position:

The Customer Service Representative (CSR) at Aero-Glen Int'l, is responsible for providing support and assistance to various internal and external stakeholders, including outside & inside sales, supply chain, operations, quality, and accounting personnel. You will also be ensuring daily execution of critical tasks that allow for customer sales to occur, including order entry, through order book maintenance and customer engagement. This is an in-office position only.

Essential Duties and Responsibilities:

• Actively maintain order book to ensure that proactive customer communication is occurring and internal actions are done to support on-time delivery of product.
• Receive, review and populate into the system critical data including Vendor Quotes, Customer Quotes and Sales Orders working to high standards of accuracy and promptness.
• Ensure that all Sales Orders have been formally acknowledged as required.
• Respond with urgency and in a timely manner, as requested; be proactive in the approach to the assigned workload and business needs.
• Continue to develop knowledge and awareness across a wide array of processes, IT Systems, and AGI's organization to mitigate order issues and solve problems for the customer and other internal stakeholders.
• Ensure that processes / procedures are followed to maintain compliance to quality requirements (i.e. vendor orders are only with authorized AGI vendors).
• Work cross functionally within the Supply Chain, Strategic Sourcing, Sales, Quality, Operations, and Accounting organizations to support customer requirements.
• Handle Controlled Unclassified Information (CUI) for assigned accounts and Federal Contract Information (FCI) as required.
• Performs other related duties as assigned.

Other Knowledge, Skills, and Abilities:

• Due to the criticality of your work, you need to have a strong accuracy for data entry, knowledge and understanding of warehouse work instructions, policies, and procedures.
• Microsoft Office proficiency.
• Customer service skills to provide the best service in diverse situations.
• Ability to multitask and be detail orientated.
• Demonstrated ability to identify process issues and drive process improvement.
• Open-minded self-starter with the ability to adapt, improvise and problem solve.
• Ability to work independently on multiple tasks and projects with various stakeholders.
• Knowledge of current supply chain management, purchasing and inventory control principles an asset

Qualifications

Education / Experience Requirements: Minimum of 1-year previous experience in system portals data entry, preferred in aerospace industry. Internal and external customer service experience.

Other Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands and Work Environment:

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.

• Is occasionally required to stand; walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and lift up to 10 pounds.
• Is regularly required to sit and use hands to finger, handle, or feel.
• Is frequently required to talk or listen.
• Works in moderate noise levels.
• Minimal travel required.