Customer Support Specialist

Requirements

• 2+ years of work experience in Customer Support or Customer Service role
• Strong Microsoft Office / Excel - VlookUps and Pivot Tables
• Ability to work in a fast-paced environment managing multiple priorities
• Strong verbal and written communication

Pluses

• Experience with Systems Applications and Processing (SAP)/ERP system
• Aerospace industry experience
• Data analytics experience

Overview

Our Aerospace client is looking for Customer Supports Specialists to join their team. This role involves analyzing supplier and customer data related to the ordering and delivery of spare parts, provisioning products, and associated services. Responsibilities include processing returned materials, responding to customer inquiries regarding spare parts requirements, and resolving delivery issues. This positions also entails creating and tracking performance metrics, cultivating strong customer relationships, and developing a deep understanding of the customer's culture and business strategies.

Day to Day Responsibilities

• Review customer purchase orders to assess requirements
• Process and maintain orders via Cardex (ERP) and manage customer portals
• Collaborate with warehouse, sales, and quality teams to ensure timely order resolution
• Prioritize orders based on required ship dates and assess readiness for processing
• Research and resolve order issues using ERP
• Monitor and take action on open orders pending resolutions
• Coordinate internally to ensure timely shipment of critical orders
• Expedite and manage high-complexity, urgent orders
• Resolve customer claims in partnership with Accounting, Quality Assurance, and other departments
• Support credit and rebill processes, RMA handling, and root cause analysis
• Recommend and implement corrective actions
• Assist Account Receivable with cash collection
• Maintain pipeline health by tracking part usage and demand across contracts and program
• Collaborate with customers, sales and planners to ensure alignment