Job Title: Customer Service Representative
Job Description

As a Customer Service Representative, you will be responsible for order fulfillment, planning, supplier management, contract compliance, and finance/credit support. You will interact with various departments to ensure customer satisfaction and adherence to company policies and regulations.

ResponsibilitiesReceive, review, and process customer purchase orders via manual entry into the PAC ERP system, EDI transmissions, and/or customer-owned systems/supplier portals.Enter PGA requirements to secure parts demand before customer purchase orders have been received to protect lead times.Manage spares and service parts ordering, including coordination of certification requirements with customers as required, outside of program-related activity.Coordinate with Program Management to monitor and provide status on customer’s equipment orders and deliveries, and overall program status, with third-party suppliers, aircraft OEMs, and customers to meet overall program requirements.Identify potential delivery delays and notify Program Managers/Regional Directors on critical delays.Facilitate the flow of orders and product expedites through PAC’s Supply Chain to meet customer and field requirements based on contractual and service level agreements.Communicate and distribute reports and trend analysis for order and delivery status to internal/external customers as required.Maintain all relative order transaction data in PAC’s system of record per SOX and internal compliance requirements.Monitor engineering drawing change requirements and respond to changes that impact parts entered on sales orders and schedules.Analyze and resolve customer account discrepancies by working with customers and accounting.Coordinate product deliveries with the Customs group and third-party suppliers to ensure on-time delivery of customer orders per PAC commitment dates.Ensure all FAA/Conformity requirements are adhered to, pursuant to customer and PAC Quality requirements.Provide various department reports to assist with metrics, department compliance, productivity, and efficiencies.Host and attend conference calls/meetings related to program requirements/department processes.Run program audits based on Program Table and OEM schedules per management established schedule for inclusion in weekly team meetings.Communicate material requirements to PAC Planning, Procurement, and Distribution Center groups to ensure sustaining inventory levels to support internal/external customer deliveries.Identify, negotiate, and resolve conflicts between stakeholders (PMO, Sales Forecasting, and Inventory Management) regarding the Master Planning/Scheduling process to align with internal/external deadlines.Manage and prioritize significant shifts in demand to the Supply Chain to meet delivery commitments.Manage 'Holds Clearing' of customer purchase orders to ensure no impact on HW/SW deliverables and on-time delivery trends.Continuously audit and maintain Customer Profile, Freight Directives, and ensure Commercial Terms on open orders are 100% accurate.Ensure incoming customer purchase orders for hardware/software deliverables encapsulate all required Terms and Conditions for order processing.Track and issue customer incentives, credits, and concessions as required by contract.Support frequent Internal/External Audits by providing documentation that supports 3-way match requirements.Apply customer-specific price lists to orders in conjunction with Finance and Marketing groups to ensure customer billing accuracy.Provide Finance support with AR collections by taking applicable actions to ensure the customer’s account status meets contract requirements.Troubleshoot and follow up on product rejections by customers, product conformity problems, incorrect shipments, Proof-of-Delivery, and QA documentation, and take appropriate actions to clear collection roadblocks.Essential SkillsProblem-solving skillsAbility to collaborate effectively within a team using the Teams appExperience with ExcelExperience with ERP systemsProficiency in handling a high volume of emailsCustomer service skillsMicrosoft Office proficiencyOracle experienceHigh School Diploma or equivalentMinimum of 4 years' work experience in a customer service and supply chain environmentMinimum of 2 years' work experience in the aircraft or electronics industryGood understanding of the full supply chain processExcellent communication skillsOutgoing, self-motivated, well-organized, and detail-orientedCreative problem solverIntermediate working knowledge of computers and software packages (Windows, Excel, Word, PowerPoint)Ability to work independently and make decisions with minimal supervisionAbility to understand and interpret technical and contractual languageAbility to travel to customer sitesMentorship skillsWorks on assignments requiring considerable judgment and initiativeAdditional Skills & QualificationsIn-flight entertainment experienceOracle or ERP system experienceAbility to manage conflicting agendas and determine path forwardAbility to represent the company professionally at customer sitesWork Environment

This role is based in Bothell, with a mix of onsite and remote work (MTW onsite, TH F remote). Training will be conducted onsite. The team is engaged and supportive, providing a variety of tasks that ensure the day is never boring. There is potential for upward mobility and long-term hiring. The work involves sitting for extended periods while working on a PC, using repetitive motion in the operation of a mouse and keyboard.

Pay and Benefits

The pay range for this position is $24.00 - $26.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Bothell,WA.

Application Deadline

This position is anticipated to close on Feb 22, 2025.

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\n \n About Aston Carter:\n

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

\n Diversity, Equity & Inclusion\n

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

\n Hiring diverse talent\n Maintaining an inclusive environment through persistent self-reflection\n Building a culture of care, engagement, and recognition with clear outcomes\n Ensuring growth opportunities for our people\n

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

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