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Job Title: Customer Service RepresentativeJob Description

We are seeking a detail-oriented and proactive Customer Service Representative to join our team. The successful candidate will be responsible for order fulfillment, planning, supplier management, and contract compliance. This role requires excellent communication skills, the ability to work independently, and a strong understanding of the supply chain process.

Responsibilities

• Receive, review, and process customer purchase orders via manual entry into 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.

• Coordinate with Program Management to monitor and provide status on customer’s equipment orders and deliveries.

• Identify potential delivery delays and notify Program Managers/Regional Directors on critical delays.

• Facilitate the flow of orders and product expedites through the supply chain to meet customer and field requirements.

• Communicate and distribute reports and trend analysis for order and delivery status to internal/external customers.

• Maintain all relative order transaction data in the system of record per SOX and internal compliance requirements.

• Monitor engineering drawing change requirements and respond to those changes affecting parts entered on sales orders and schedules.

• Analyze and resolve customer account discrepancies with customers and accounting.

• Coordinate product deliveries with Customs group and third-party suppliers to ensure on-time delivery.

• Ensure adherence to FAA/Conformity requirements pursuant to customer and quality requirements.

• Provide various department reports to assist with metrics, compliance, productivity, and efficiencies.

• Host and attend conference calls/meetings related to program requirements and department processes.

• Run program audits based on Program Table and OEM schedules per management's schedule.

• Communicate material requirements to Planning, Procurement, and Distribution Center groups to maintain inventory levels.

• Identify, negotiate, and resolve conflicts between stakeholders regarding the Master Planning/Scheduling process.

• Manage and prioritize significant shifts in demand to meet delivery commitments.

• Manage “Holds Clearing” of customer purchase orders to ensure there is no impact on deliverables and on-time delivery trends.

• Continuously audit and maintain Customer Profile, Freight Directives, and Commercial Terms on open orders.

• Track and issue customer incentives, credits, and concessions as required by contract.

• Support internal/external audits by providing documentation that supports 3-way match requirements.

• Apply customer-specific price lists to orders to ensure billing accuracy.

• Provide Finance support with AR collections to ensure customer account status meets contract requirements.

• Troubleshoot and follow up on product rejections, conformity problems, incorrect shipments, Proof-of-Delivery, and QA documentation.

Essential Skills

• High School Diploma or equivalent.

• Minimum 4 years' work experience in a customer service and supply chain environment.

• Minimum 2 years' work experience in the aircraft or electronics industry.

• In-flight entertainment experience highly desired.

• Good understanding of the full supply chain process.

• Excellent communication skills and the ability to interact with a diverse multi-level organization and global customer base.

• Outgoing, self-motivated, well-organized, and detail-oriented.

• Creative problem solver with the ability to resolve conflicts and filter conflicting agendas.

• Intermediate working knowledge of computers and software packages (Windows, Excel, Word, PowerPoint).

• Oracle or ERP system experience highly desired.

• Ability to work independently and make decisions with minimum supervision.

• Ability to understand and interpret technical and contractual language.

• Ability to travel to customer sites and represent the company professionally.

• Ability to mentor other employees and accept new projects and challenges.

• Works on assignments requiring considerable judgment and initiative.

Additional Skills & Qualifications

• Experience with Outlook and handling heavy email volume.

• Team collaboration skills, especially with the Teams app.

• Experience with Excel and data entry.

• Ability to sit for extended periods of time working at a PC using repetitive motion.

Work Environment

This position is located in Bothell at Monte Villa. The work schedule is Monday to Wednesday on-site, with Thursday and Friday being remote. Training will be conducted on-site. Our team is engaged and supportive, providing world-class service to internal teams and external airline customers globally. We offer a dynamic environment with a variety of tasks and opportunities for upward mobility and long-term hire potential.

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 25, 2025.

About Aston Carter:

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.

Diversity, Equity & Inclusion

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:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

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.

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 (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.