Customer Service Administrator

$62,400 - $62,400/Yr

Belcan - Glendale, AZ

Full-time - Mid Level

Glendale, AZ

Professional, Scientific, and Technical 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 overseeing major customer accounts, interpreting requests, monitoring performance, resolving 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 mutually acceptable solutions to customer problems that impact cost or schedule.
• Negotiates complex requirements across multiple customers, products, and internal teams.
• Focuses on repair process and stock allocation issues to maximize customer service levels.
• Re-prioritizes repair schedules to meet customer commitments as necessary.
• Investigates and resolves claims or complaints by collecting and analyzing information.
• Coordinates with relevant functions on technical and quality issues, resolving customer complaints concerning invoices or billing discrepancies.
• Approves or authorizes special price quotations and allowances on a case-by-case basis.
• Determines the need for amendments or extensions to warranty or service agreements.
• Confers with management regarding customer credits and precedent-setting decisions.
• Recommends actions by analyzing and interpreting records of present and past operations, trends, and costs.
• Analyzes proposed changes in methods and procedures.
• Acts as the point of contact with the customer on assigned accounts.
• Coordinates customer visits, presentations, and audits.
• Maintains successful, long-term business relationships with high-level customer procurement employees.
• Coordinates coverage for aircraft-on-Ground/critical priority service as needed.
• Leads continuous improvement initiatives to improve internal systems and processes.
• Maintains professional and technical knowledge by attending educational workshops and reviewing trade publications.

Requirements

• Bachelor's degree in Business Administration or a related discipline.
• 6+ years of related experience in technical product support or contract administration.
• Knowledge of warranty and maintenance agreements, industry practices, regulations, and policies.
• Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement.
• Ability to effectively apply continuous improvement principles and techniques.
• Proficient with standard business application software and specialized data analysis or materials systems.

Nice-to-haves

• Knowledge of international trade and export requirements.
• Ability to read, analyze, and interpret policies and contracts or agreements.
• Ability to negotiate effectively to obtain best prices and terms.

Benefits

• Medical / Health Benefits with multiple plan options
• Flexible Spending Accounts
• Dental and Vision insurance
• 401k
• On the job training / cross-training
• Life Insurance and disability insurance
• Voluntary life insurance for family members
• Accident and critical illness insurance optional
• Scheduled performance reviews
• Referral program