General Summary:
The Customer Service Representative, Parts Services is the primary point of contact for all materials needs. This person will communicate with customers and authorized service centers via phone or email, and process all materials/core returns for the HondaJet world-wide customer base and HondaJet service network.
Duties and Responsibilities:
Functions as the first line of communication for all materials requirements. Ensures that all communication is responded to in a timely and efficient manner. Engages with customers and team members in a positive and professional manner.Receives, reviews, and processes all quotations and sales orders from customer. Identifies order types (warranty, outright, rental, or exchange) and prioritize to meet customer needs. Accurately enters parts orders within ERP (SAP) database. Provide requested information regarding part availability, pricing, transportation options, and any potential discrepancies.Manages the core return process from end to end with customers and the HondaJet service network. Accurately tracks the return orders and RMA (Return Material Authorization) requests to ensure timely return of all parts identified for core return. Utilizes parts order details within the ERP (SAP) database to track returns.Maintains processes to monitor order status up to final return of all cores from customers. Coordinates with internal teams (Inventory Planning, Warehouse Operations, Field Service, Technical Support, Finance, etc.) to address any matters of concern that will impact core returns.Supports material return and financial account reconciliation efforts. Notifies customers of outstanding returns and takes action to invoice per established terms and conditions.Supports daily review of aircraft status meetings and represents the Parts Services organization by providing latest order status.Trains and guides customers to use the company online portal for submitting orders, quotes, and returns.Tracks and presents department metrics monthly to leadership team. Performs adhoc research regarding core return transactions and presents during meetings as requested.Provides 24/7 operational parts support (duty rotation to occur outside standard business hours).All other duties as assigned by management.Education, Work Experience, Certification and/or Licensure:
Associates degree or 2+ years of related Customer Service experience in a fast paced environment is required.Experience in the Aviation / Aerospace parts field is preferred.Knowledge, Skills and Abilities:
Excellent Customer Service skills including listening, oral and written communication, attention to detail, and responsiveness to customer needs.Strong ability to balance conflicting priorities, multitask projects/duties, continuously reassess and reprioritize projects based upon customer/business needs.Strong interpersonal skills.Ability to interact with all levels of the organization and customers.Parts catalog / blueprint review skill set is desired.Strong analytical and effective decision making skills.Ability to multitask, remain organized and flexible.Must have ability to work a flexible schedule and overtime when needed.Experience with Microsoft Office required.Physical Requirements:
Incumbents may be routinely exposed to equipment operational noise heat-cold-dust, and/or aircraft equipment, parts, or fuel odors.Incumbents may be required to stand, sit, squat, walk, bend, move, reach, or stretch for prolonged time periods with no restrictions, as required by job duties.Work in a safe and professional manner while adhering to all regulatory requirements (FAA, OSHA, DOT, EPA, State, and Federal regulations, etc.).Read, hear, speak, and see with no restrictions, as required by job duties.Comprehend and adhere to management directions and/or safety instructions with no restrictions.Effectively communicate in Business English language.Pull, push, carry, lift, or move items up to 10 lbs. throughout the work shift without assistance, as required by job duties.Pull, push, carry, lift or move materials/people/items/equipment weighing up to 50lbs or more during the work shift, with the use of Company provided “reach assistance technology” or “movement assist technology” (fork-lifts, pallet jacks, pulleys, dolly's, robotics reach equipment, people movers etc.), as required by job duties.The above statements are intended to describe the general nature and scope of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all duties, skills, and responsibilities required of personnel so classified. Duties, responsibilities, and activities may change at any time with or without notice. This document does not constitute a contract between the incumbent and Honda Aircraft Company. (FLSA: ) 01/07/13