Customer Program Specialist at Wesco Aircraft Hardware in Tempe, AZ

Wesco Aircraft Hardware

๐Ÿ“Œ Tempe, AZ
๐Ÿ•‘ November 23, 2020
๐Ÿท๏ธ OTHER
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Customer Program Specialist

There's a new leader in innovative supply chain management solutions, forged from the well-established brands Wesco Aircraft and Pattonair. Incora is the world's leading provider of supply chain management solutions. Working from the inside-out, we add value where it matters most, and incorporate our capabilities into our customers' businesses. Incora manages all aspects of supply chain from procurement and warehouse management to logistics and on-site customer services. We reduce complexity and increase reliability so our customers can deliver mission-critical solutions that improve our world. We invite you to explore a career with our Incora Customer Operations Team.

Summary

The Customer Program Specialist is accountable for facilitating and building strong customer relationships (with intermediate to complex customer accounts/contracts) through continuously providing high quality service and support. The Customer Program Specialist will maintain an advanced working knowledge of customer operations and sales policies, internal practices and contract administration work. In this role, the specialist will leverage internal working partnerships to investigate and reconcile customer issues, perform account administration (bin maintenance, managing backorders, RMA's, prioritization and order release, etc.), and ensure overall customer expectations are met. Essential Duties and Responsibilities.
Know, understand, and incorporate the Incora philosophy, value and vision in all business behavior, practice and decisions.
Maintain advanced, up to date working knowledge of Incora customer requirements and distribution methods and timing.
Maintain positive working-relationships with external customers and all inter-working departments and personnel.
Liaise with Procurement and Supply Chain to ensure sustained inventory levels to meet contract order fulfillment.
Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests.
Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day.
Investigate and attempt to resolve intermediate to complex level customer issues in alignment with established company policies, procedures, and work instructions.
Provide LTA contract administration support.
Process, monitor, and release incoming orders, and manage internal communication forpending orders to ensure on time delivery to meet customer expectations (on a daily basis)Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirementsRun open order reports daily to ensure open orders ship on schedule.
Process daily release for orders in system and verify against contract to ensure information is correct.
Update bin records accurately and timely support business needs and any contract changes.
Coordinate with various business segments to resolve all backorders to ensure order fulfillment and where required support root cause initiatives to attain a level of 0 backorders.
Process material returns (RMA's) as requested by the customer.
Understand and ensure proper quality flow downs are in place for contract review.
Engage directly with customers' auditors, as needed, to ensure accurate compliance and execution of the customers' specifications and requirements.
Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating.
Prepare and follow through with customer expedite request.
Train/mentor others within sales department (as assigned)Perform ad hoc projects and tasks (as assigned)Attend department or company sponsored training or meetings, as required.
Essential Competencies.
Business Acumen.
Account & Inventory Planning.
Customer Orientation.
Driving for Results.
High Impact Communication.

Education

High School Diploma or GED is required.
Bachelor's degree in Business Accounting/Finance, Marketing, Supply Chain preferred; and/or a combination of educational background with relevant work experience.

Experience

3-5 years of combined Sales and Customer Service experience required (within the aerospace industry, is preferred)Demonstrated advanced working knowledge of Wesco customers and products is highly preferred.
Demonstrated ability to accurately and efficiently perform root cause analysis and conduct research to resolve intermediate to complex customer issues.
Proven ability to work well and provide quality service to internal customers, as needed.
Proven ability to work well within a team environment to produce positive results.

Qualifications

Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service.
Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously.
Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers.
Ability to be detailed oriented and perform in-depth account research, if required.
Maintain clear and accurate data entry, documentation and reporting skills, as required.
Maintain intermediate competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required.
Access to certain of the Company's products, materials, and technical data contained in our facility is restricted under the International Traffic in Arms Regulations (ITAR) to "U.S. Persons," which is defined as U.S. Citizens, lawful permanent residents of the United States, or certain individuals admitted to the U.S. as a refugee or who have been granted asylum; and therefore employment is limited to applicants who meet this "U.S. Person" requirement. Applicants receiving a conditional offer of employment will be required to provide evidence of their U.S. person status to comply with the ITAR requirements. Incora is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Incora CCPA HR Notice to Applicants residing in California link: is proud to offer a broad range of benefits options. You can choose from a number of plans including medical, dental, vision, life and disability insurance and voluntary supplemental programs. All full-time employees are eligible for benefits coverage.

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Job Expires: December 23, 2020

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