What are your contributions to the team?

1.    Adhere to General Work Requirements
2.    Process invoicing corrections including, but not limited to, credits, debits, special programs and returns 
3.    Grant financial consideration to customers within Parts Services guidelines 
4.    Determine alternate part number applicability according to  inspection of old part, customer request, parts catalogs, blueprints or other methods
5.    Receive payment or obtain credit authorization including reviewing updated credit restriction list prior to releasing any order including holding shipment of all questionable accounts until release is obtained from appropriate personnel
6.    Ability to review and understand Governmental Regulations and listings (i.e. ITAR, Military Watch, MK Denial, Embargoed Countries, etc.)
7.    Determine quickest and/or most cost effective method of shipping parts to customers
8.    Manage customer back-orders to correct errors and to ensure timely delivery including follow-up of back-orders by checking on progress of urgent requirements and working  with AOG Specialists on (AOG) orders and notifying Material Logistics agent of repeat interest regarding specific non-stock items
9.    Determine Smart Parts,  Warranty or Service Bulletin coverage for customers by working with proper departments or using Bombardier computer systems. Ensure customer’s adhere to Smart Parts and Warranty guidelines
10.    Meet required targets or KPIs regarding output, quality and customer satisfaction
11.     Train employees in the performance of duties in area of specialization as directed by lead and/or supervisor
12.    Discuss use and features of various parts, based on knowledge of machine or equipment
13.    Perform Purchasing Agent responsibilities during off-hours as required.
14.    Create and maintain customer shortage reports 
15.    Perform customer on-site and off-site visits to enhance customer relations
16.    Assist customer with Parts Services tools on the CIC website

How to thrive in this role?

    Typically 1-5 years sales/customer relations experience, or equivalent work experience 
    Excellent verbal and written communication skills
    Ability to multi-task
    Ability to meet  expectations while working to meet specific deadlines
    Ability to work independently as well as part of a Team environment 
    Basic knowledge of effective business communications in both verbal and written form
    Basic knowledge of  principles and processes necessary to provide excellent customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
    Skill in listening to internal and external customers and asking appropriate questions so as to gain information
    Formal Customer Service Training 
    Working knowledge of customer service, including principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
    Working knowledge of sales and marketing, including principles and methods involved in promoting and selling services
    Ability to work through difficult customer situations and effectively resolve conflict pertaining to luxury goods and services, promoting and selling services
    Working knowledge of effective business communications, both verbal and written