Opening:
Goodrich Corporation, a Fortune 500 company, is a global supplier of systems and services to the aerospace, defense and homeland security markets. With more than $6 billion in annual revenues, Goodrich has one of the broadest portfolios of products in the aerospace industry. The company serves a global customer base, with over 24,000 employees across approximately 90 manufacturing and service facilities in 16 countries worldwide. For more information, visit http://www.goodrich.com
Position Purpose/Objective:
Provide customer support by completing contract review upon raising repair cards or with any contract revision, quote submission, status reports and addressing customer needs as required.
Essential Responsibilities:
* Customer problem/issue resolution.
* Complete contract review and repair card raising for units being inducted into the shop to ensure compliance to customer requirements.
* Provide customer status reports on Work-In-Process units currently being worked within the facility.
* Develop and transmit quotations for work to be completed per customer agreements or on a time and materials basis.
* Quote follow-up to drive appropriate quote level within the business.
* Provide AOG support and expedite customer critical units currently being worked in the facility.
* Process exchanges when required by customer, or in an effort to meet on-time delivery requirements.
* Develop and maintain customer service process standard work folders as assigned.
* Build and maintain customer folders with pertinent customer information (i.e. contacts and agreements).
Competencies important for role incumbent:
1) Customer Focus
2) Drive for Results
3) Interpersonal Savvy
4) Organizing
5) Listening
6) Teamwork
7) Negotiating
8) Time Management
Education Required:
* Associate's Degree in Business or related discipline is strongly preferred.
Experience Required:
* Minimum of 1 years of Customer Service or related experience.
* Enterprise Resource Planning (ERP) software experience preferred.
Skills Required:
* Must possess a high degree of interpersonal skills in order to facilitate a team environment
* Diplomacy, negotiation skills, and tact are a must, with a focus towards both internal and external customer satisfaction
* Must be able to function as an advocate for all internal and external customers
* Must be highly organized and have the ability to prioritize multiple projects
* Ability to review and expedite customer units through the use of system generated reports
* Ability to document, develop and refine processes in support of Continuous Improvement (CI) efforts
* Proficient verbal and written communication skills in a business/manufacturing environment
* Proficient in the use of computer applications, including Word, Excel, Outlook, Enterprise Resource Planning (ERP) software, etc.
* In-depth working knowledge of aircraft component repair and overhaul operations, techniques and regulatory issues preferred
* Understanding of the aircraft industry to include some technical understanding of the components preferred
EOE D/M/F/V
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