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HEICO · 21 hours ago

Customer Support Specialist Level II

Sunrise, FL

Full-time

Onsite

Entry, Mid Level

HEICO Corporation is a well-established company that has been serving key segments of the aviation, defense, space, and electronic industries for over 60 years. The Customer Support Specialist Level II will be responsible for processing customer orders and supporting Sales Representatives for Tier 3 accounts, ensuring high levels of accuracy and customer satisfaction.

AerospaceElectronicsManufacturing

Responsibilities

Understand all customer terms & requirements

Enter customer PO's with high level of accuracy, ensuring conformity

Resolve issues on customer PO's with Sales Representatives and/or customers directly

Contribute to team goal of entering all customer orders in a timely manner

Send a complete or partial acknowledgement within 48 hours

Ensure the follow-up of customer orders: status, tracking numbers, shipping documents, credit card receipts, etc

Make sure that the orders are correctly reserved by the system, suggesting confirmation swaps to Sales Representatives

Be proactive in informing Sales Representatives and/or customers about delivery issues impacting their supply chain

Send “Open Order Reports” to customers with accurate information and comments as recommended by the Sales Representative

Update “Past Dues” on a daily basis, reschedule due dates accurately, informing customers of any delays by sending updated order acknowledgements (via customer portals where applicable)

Open and track CCRs

Basic technical knowledge and understanding of the specificities of the products: packaging, shelf life, unit of measurement, alternatives ... etc

Open new customer accounts

The CSS level II may occasionally participate in the duties of the Sales Representative

Support Ecommerce customer and customer related questions/issues

Qualification

Customer RelationshipsOrder ProcessingTechnical KnowledgeEcommerce SupportCommunication SkillsConflict ManagementOrganizational SkillsTeam Spirit

Required

Understand all customer terms & requirements

Enter customer PO's with high level of accuracy, ensuring conformity

Resolve issues on customer PO's with Sales Representatives and/or customers directly

Contribute to team goal of entering all customer orders in a timely manner

Send a complete or partial acknowledgement within 48 hours

Ensure the follow-up of customer orders: status, tracking numbers, shipping documents, credit card receipts, etc

Make sure that the orders are correctly reserved by the system, suggesting confirmation swaps to Sales Representatives

Be proactive in informing Sales Representatives and/or customers about delivery issues impacting their supply chain

Send 'Open Order Reports' to customers with accurate information and comments as recommended by the Sales Representative

Update 'Past Dues' on a daily basis, reschedule due dates accurately, informing customers of any delays by sending updated order acknowledgements (via customer portals where applicable)

Open and track CCRs

Basic technical knowledge and understanding of the specificities of the products: packaging, shelf life, unit of measurement, alternatives ... etc

Open new customer accounts

Support Ecommerce customer and customer related questions/issues

Customer Relationships skills

Communication skills

Ability to anticipate and manage conflict situations

Ability to write reports

Ability to use computer tools

Good organizational skills

Ability to prioritize tasks

Be rigorous and methodical