Sr Analyst, Customer Support

AAR; Grand Prairie (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

AAR in United States, Texas, Grand Prairie, is seeking a Sr Customer Support Analyst to own strategic client relationships, address customer concerns proactively, and drive revenue growth while ensuring long-term client satisfaction. This role will train and guide other team members and may lead the customer service department.

You will collaborate with Sales, Product Lines, QC, Warehouse, and Accounting to resolve inquiries, log complaints, and implement corrective actions.

Qualifications

• Bachelor of Arts or Bachelor of Science from four-year college/university or five years related experience and/or training, or equivalent combination of education and experience.
• Commitment to company values and ethics.
• Dependability is critical; must be responsible, timely, and accurate.
• Excellent computer skills including Excel, Outlook, Teams.
• Aviation industry knowledge is highly preferred.

Responsibilities

• Receive, research and answer customer inquiries.
• Log customer complaints and create action plans to address issues.
• Follow up on corrective and preventative actions.
• Maintain sales order files and prepare routine reports for customers.
• Update customer information in the customer master as required.
• Assist warranty administrator as needed.
• Participate in continuous improvement initiatives.

Skills

Excel

Outlook

Teams

Education

BA/BS or 5 years related experience

Job description

The Sr Customer Support Analyst is a strategic client relationship owner responsible for developing and maintaining positive customer relationships by addressing customer concerns in a proactive and timely manner in accordance with company standards. Responds to customer and regional management inquiries and performs a variety of duties related to department administration and services provided to customers. The Sr Customer Support Analyst will assist with driving revenue growth and ensuring long-term client satisfaction. This role will act as the Sr most experienced member of the Customer Service Department offering training and guidance to other members of the customer service department. The Sr Customer Support Analyst will report to the Customer Service Manager and may act as the lead for the customer service department. What you will be responsible for: May train and coach Customer Service Representatives within group Heavy involvement with internal departments; Sales, Product Lines, QC, Warehouse, and Accounting (Credit, Invoicing, etc.). Receive, research and answer customer inquiries. Log customer complaints, as well as creating action plans to address complaints, customer issues, including those that require complicated and involved attention. Follow up on corrective-preventative actions. Maintain sales order files and prepare routine reports for customers. Update customer information in the customer master as required Assist warranty administrator as needed Participating in Continuous Improvement Initiatives as needed All other duties as assigned

What you will need to be successful in this role:

• Bachelor of Arts degree (B.A.) or Bachelor of Science degree (B.S.) from four-year college or university; or five years related experience and or training; or equivalent combination of education and experience
• Commitment to company values and ethics
• Dependability is critical, you must be personally responsible, completes work in a timely manner, and performs tasks accurately and efficiently.
• Excellent Computer skills including Excel, Outlook, Teams
• Aviation Industry Knowledge is highly preferred.

Physical Demands Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility. The environmental characteristic for this position is an office setting. Candidates should be able to adapt to a traditional business environment. AAR provides accommodation in accordance with applicable laws through all stages of the hiring process. If you require accommodation for any part of the application and or hiring process, please advise Human Resources.

Primary Location

United States-Texas-Grand Prairie-Triumph Accessory Services

Schedule

Full-time

Overtime Status

ExemptWe are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.