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Sr Anlyst, Customer Svc

Company: Raytheon Technologies Corp
Location: Monroe
Posted on: November 19, 2021

Job Description:

Date Posted: 2021-11-11-08:00 Country: United States of America Location: HNC12: Customer Services - Monroe 4115 Corporate Center Drive, Monroe, NC, 28110 USA The Customer Service Specialist is responsible for actively managing the day-to-day relationship and order requirements of our customers. The CSS oversees the life cycle of a repair order from purchase order placement to order closure in our ERP system. The ideal candidate is a relationship builder, who possesses the ability to communicate effectively and professionally with customers. This role is fast-paced, and the responsibilities are wide ranging, so the candidate should be open minded, as well as a quick and independent learner. Proactive problem solving is essential in this role, so the candidate must not be afraid to deal with ambiguity. They should be able to digest and analyze information quickly, make sound decisions, and effectively manage the path forward to issue resolution 1st Shift: Mon. - Fri. 8:00 AM - 5:00 PM EST Customer Service Specialist Primary Responsibilities: * Manage the life cycle of customer orders from point of order entry to shipment, ensuring that orders are entered accurately and are in-line with contractual obligations and Global Trade requirements. * Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, & Brokers, providing support for their aftermarket orders. * Extensive and timely interface with cross functional teams within the organization to close customer-related open actions. * Use organization and product knowledge to address more difficult customer inquiries and provide follow up. * Serve as customer interface on product status and delivery. * Lead or participate in customer review meetings both internally and/or directly with the customer. * Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer accounts, and address customer concerns. * Assist with timely payment from customers and resolve invoice disputes. * Provide periodic reports to management and be responsible for leading real time problem resolution activities * Process customer orders and quotes in accordance with Standard Work procedures, and when required, redirect queries to appropriate department or personnel. * Act as an active participant in a Continuous Improvement team, for the betterment of the organization's processes and quality to both internal and external customers * Manage and maintain a record of customer interactions or transactions in the ERP System * Coordinate with logistics to expedite or trace shipments. * Promote products/services to ensure business targets are met. * Provide after-sales support to ensure customers satisfaction. * Perform duties related to overall customer service and account management. * Maintain knowledge of Raytheon organization and products to provide the appropriate information and support to customers. * Consistently document customer service needs to identify patterns and maintain quality. Basic Qualifications: * Bachelor's degree and 5 years of prior relevant experience OR * Advanced Degree in a related field and minimum 3 years' experience OR * In absence of a degree, 9 years of relevant experience is required * Must be a U.S. Person/Permanent Resident "Green Card" holder Preferred Qualifications: * Ability to utilize computer systems SAP, to input & retrieve information * Strong written and verbal communication skills * High proficiency with MS Office suite * Demonstrated ability to collaborate and communicate with individuals across all levels of an organization * Aerospace industry experience preferred * Strong sense of urgency and ability to prioritize competing tasks * Ability to work in a diverse environment and community culture * Coachable with the ability to follow through on job assignments independently Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market. The high-quality products we design, test and produce in our Mechanical Systems help millions of passengers reach their destinations safely - every day! From landing systems and actuation to propellers, flight controls and hoist and winch - the products we manufacture work together behind the scenes to enhance the overall flight experience. We delight our customers with superior products and best-in-class service. Our global team is committed to continuous improvement - we work hard to make our solutions lighter-weight, stronger and more technically advanced, so that plane travel can be safer, more affordable and more sustainable in the years to come. We are looking for the best and brightest to fly and land with us! Collins Aerospace Diversity & Inclusion Statement: Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility. WE ARE REDEFINING AEROSPACE. Some of our competitive benefits package includes: * Medical, dental, and vision insurance * Three weeks of vacation for newly hired employees * Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option * Tuition reimbursement * Life insurance and disability coverage * Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal * Ovia Health, fertility and family planning * Employee Assistance Plan, including up to 5 free counseling sessions * Redbrick - Incentives for a Healthy You * Autism Benefit * Doctor on Demand, virtual doctor visits * Adoption Assistance * Best Doctors, second opinion program * And more! Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen. Note: * Background check and drug screen required (every external new hire in the U.S.) * Drug Screen only performed on re-hires who have been gone for more than 1 year At Collins, the paths we pave together lead to limitless possibility. And the bonds we form - with our customers and with each other -- propel us all higher, again and again. Apply now and be part of the team that's redefining aerospace, every day. Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Privacy Policy and Terms: Click on this link to read the Policy and Terms

Keywords: Raytheon Technologies Corp, Rock Hill , Sr Anlyst, Customer Svc, Other , Monroe, South Carolina

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