Customer Service Representative

HEICO - South Burlington, VT

Part-time,Full-time - Entry Level

South Burlington, VT

Transportation Equipment Manufacturing

About the position

The Customer Service Representative is responsible for processing customer requests, including answering calls and emails, and providing timely updates on order statuses. This role involves collaboration with the Production and Customer Service Manager to address priority customer concerns and ensure customer satisfaction through effective communication and problem-solving.

Responsibilities

• Timely respond to customer inquiries and provide status updates on orders.
• Notify customers of order fulfillment issues and provide Estimated Ship Dates (ESDs).
• Contact customers for approval on alternate repairs when requested repairs are not possible.
• Work with Customer Service Time in Location (TIL) lists.
• Respond to customer requests for quotes.
• Relay urgent customer requests to the production team as needed.
• Continuously address customer emails throughout the day.
• Ensure daily updates of status report Estimated Ship Dates (ESDs) are sent to customers.

Requirements

• Must have a High School Diploma or GED.
• Ability to read and write in English.
• Basic computer software and keyboarding skills.
• Prior work experience in customer service is preferred, with ERP System (Quantum) knowledge being helpful but not required.
• Proficiency in Excel and comprehension of Repair Orders.
• Good verbal and written communication skills.

Nice-to-haves

• Knowledge of processes in shop or ability to learn processes in shop/Customer Services.