Customer Service Administrator

Nesco Resource - Glendale, AZ

Full-time - Mid Level

Glendale, AZ

Administrative and Support Services

About the position

The Customer Service Administrator is responsible for administering warranty and maintenance agreements for customer service accounts, ensuring compliance with customer performance expectations and division business objectives. This role involves oversight of major customer accounts, interpreting customer requests, monitoring performance, investigating complaints, negotiating pricing, and ensuring adherence to agreements.

Responsibilities

• Administers and provides oversight for specialized and major customer accounts in response to parts returned for service or replacement.
• Evaluates customer performance requirements and delivery schedules, reviewing estimates of material and labor costs.
• Provides solutions to customer problems impacting cost or schedule, negotiating complex requirements across multiple customers and products.
• Investigates and resolves claims or complaints by collecting and analyzing information, coordinating with relevant functions on technical and quality issues.
• Approves special price quotations and determines the need for amendments to warranty or service agreements.
• Recommends actions by analyzing and interpreting records of operations, trends, and costs.
• Acts as the point of contact with customers on assigned accounts, coordinating visits, presentations, and audits.
• Maintains long-term business relationships with high-level customer procurement employees.
• Leads continuous improvement initiatives to enhance internal systems and processes.
• Ensures compliance with federal, state, and aerospace industry regulations, advising management on needed actions.
• May provide leadership to others in customer support or related functions, establishing goals and objectives for projects.

Requirements

• Bachelor's degree in Business Administration or related field.
• Six or more years of related experience in technical product support or contract administration.
• Thorough knowledge of warranty and maintenance agreements, industry practices, and regulations.
• Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement.
• Ability to assess, lead, and implement continuous improvement in critical areas.
• Proficient with standard business application software and specialized data analysis systems.

Nice-to-haves

• Knowledge of international trade and export requirements.
• Experience with electronic data interface (EDI) or manufacturing resource planning (MRP) systems.

Benefits

• Medical coverage
• Vision coverage
• Dental coverage
• 401K plan
• Employee Assistance Program (EAP)