Customer Support Rep II/III

Woodward Inc.; Rockford (IL); On-site; USD 54,000 - 86,000; Full time

Benefits offered by this job

401(k) match

Annual stock contribution (5%)

Tuition reimbursement

12 paid holidays

Medical, dental, Vision insurance

Job summary

Woodward Inc. is seeking skilled customer support professionals in Rockford, IL to handle inquiries, resolve issues, and maintain customer records across multiple channels. The roles require strong communication, problem solving, and teamwork to ensure high-quality service.

LEVEL II focuses on standard support tasks, while LEVEL III adds complex problem resolution and mentorship. ITAR compliance and manufacturing context are involved.

Qualifications

• 2+ years' experience in relevant field preferred.
• Manufacturing experience preferred.
• Experience with data entry through online portals preferred.
• 5+ years' experience in relevant field preferred (LEVEL III).
• Manufacturing experience preferred (LEVEL III).
• Stakeholder management experience (LEVEL III).

Responsibilities

• Respond to Customer Inquiries: Handles customer questions and concerns through phone, email, portals, or chat.
• Resolve Routine Issues: Diagnoses, assists in resolving, and elevates routine problems using procedures.
• Maintain Customer Records: Document all customer interactions and transactions with attention to detail.
• Collaborate with Team Members: Works with fellow support representatives and other departments.
• Adhere to Service Standards: Follows policies and procedures to uphold quality and compliance.
• Complex Issue Resolution: Resolves intricate inquiries with advanced procedures (LEVEL III).
• Mentorship and Support: Guides less experienced team members (LEVEL III).
• Process Improvement: Identifies and implements improvements to support processes.
• Cross Department Collaboration: Partners with other departments to address multifaceted concerns.
• Customer Feedback Analysis: Evaluates feedback to identify trends for service enhancements.

Skills

Communication

Problem Solving

Time Management

Customer Service

Technical Proficiency

Team Collaboration

Decision Making

Attention to Detail

Procedural Compliance

Conflict Resolution

Advanced Communication

Complex Problem-Solving

Customer Support Software Proficiency

Data Analysis

Independent Time Management

Adaptability in Dynamic Environments

Critical Thinking

Mentorship

Cross Department Collaboration

Education

Bachelor’s degree not specified

Job description

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards.

We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future.

Woodward supports our members' wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

LEVEL II

Estimated annual base pay: $23.08(minimum) - $29.81(midpoint) - $37.02(maximum)

LEVEL III

Estimated annual base pay: $25.96(minimum) - $33.65(midpoint) - $41.35(maximum)

• All members included in annual cash bonus opportunity.
• 401(k) match (4.5%)
• Annual Woodward stock contribution (5%)
• Tuition reimbursement and Training/Professional Development opportunities for all members
• 12 paid holidays
• Industry leading medical, dental, and vision Insurance upon date of hire
• Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.
• Paid parental leave.
• Adoption Assistance
• Employee Assistance Program, including mental health benefits.
• Member Life & AD&D / Long Term Disability / Member Optional Life
• Member referral bonus
• Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending
• Voluntary benefits, including:
• Home / Auto Insurance discounts
• Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave

LEVEL II

Key Responsibilities

• Respond to Customer Inquiries: Handles customer questions and concerns through phone, email, customer portals, or chat, ensuring prompt and accurate assistance.
• Resolve Routine Issues: Diagnoses, assist in resolving, and elevate routine problems using established procedures and resources.
• Maintain Customer Records: Document all customer interactions and transactions with attention to detail.
• Collaborate with Team Members: Works with fellow support representatives and other departments to provide seamless customer service.
• Adhere to Service Standards: Follows company policies and standardized procedures to uphold high-quality support and compliance.

Key Skills

• Communication: Effectively exchanges clear and concise information with customers and team members.
• Problem Solving: Identifies and resolves common customer issues using established procedures.
• Time Management: Efficiently manages individual workload to meet service level agreements.
• Customer Service: Provides exceptional support to ensure high levels of customer satisfaction.
• Technical Proficiency: Utilizes customer support software and tools proficiently.
• Team Collaboration: Works cohesively within the team and coordinates with other related teams.
• Decision Making: Makes informed decisions based on standard guidelines with minimal supervision.
• Attention to Detail: Maintains accuracy in handling customer information and documentation.
• Procedural Compliance: Adheres to standardized procedures and practices consistently.
• Conflict Resolution: Manages and resolves straightforward customer disputes effectively.

LEVEL III

Key Responsibilities

• Complex Issue Resolution: Resolves intricate customer inquiries by analyzing data and applying advanced support procedures to ensure effective solutions.
• Mentorship and Support: Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance.
• Process Improvement: Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service.
• Cross Department Collaboration: Proficiently Partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly.
• Customer Feedback Analysis: Evaluates customer feedback and interprets data to identify key trends and supports the development of actionable strategies for service enhancements.

Key Skills

• Advanced Communication: Effectively conveys detailed and complex information to team members and customers.
• Complex Problem-Solving: Identifies and resolves atypical customer issues using experience and established procedures.
• Customer Support Software Proficiency: Demonstrates expertise in utilizing customer support platforms and systems.
• Data Analysis: Analyzes partial or conflicting data to identify key issues and patterns.
• Team Collaboration: Works seamlessly with other teams to achieve collective objectives.
• Process Improvement: Modifies and optimizes work practices to enhance efficiency and effectiveness.
• Mentorship: Acts as an informal resource and mentor for less experienced colleagues.
• Independent Time Management: Manages tasks autonomously to ensure timely resolution of customer inquiries.
• Adaptability in Dynamic Environments: Thrives in fast paced settings and adjusts strategies to meet changing customer needs.
• Critical Thinking: Applies a broad perspective to identify novel solutions to customer challenges.

Successful Candidates Typically Have

LEVEL II

• 2+ years' experience in relevant field preferred
• Manufacturing experience preferred
• Experience with data entry through online portals preferred.

LEVEL III

• 5+ years' experience in relevant field preferred
• Manufacturing experience preferred
• Stakeholder management experience

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).

Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.

Experience with OEM portal management and OEM forecast management.