Customer Support Specialist Level II

For more than 60 years HEICO Corporation, a NYSE traded company, has thrived by serving key segments of the aviation, defense, space, and electronic industries by providing innovative and cost- saving products and services. HEICO's high- energy culture focuses our Team Members' on providing high quality products and services to our customer base, which consists of the world's airlines and the defense industry. Our leadership approach creates a dynamic environment that continually challenges our Team Members to perform their best. For four consecutive years, Forbes Magazine ranked HEICO as one of the 200 "Best Small Companies."

Mission

As a Customer Support Specialist Level II , you will be responsible for the processing of customer orders from receipt to shipment (order follow-up) while also participating in the duties of the Sales Representative for Tier 3 accounts.

Responsibilities

• Understand all customer terms & requirements
• Enter customer PO's with high level of accuracy, ensuring conformity
• Resolve issues on customer PO's with Sales Representatives and/or customers directly
• Contribute to team goal of entering all customer orders in a timely manner
• Send a complete or partial acknowledgement within 48 hours
• Ensure the follow-up of customer orders: status, tracking numbers, shipping documents, credit card receipts, etc.
• Make sure that the orders are correctly reserved by the system, suggesting confirmation swaps to Sales Representatives
• Be proactive in informing Sales Representatives and/or customers about delivery issues impacting their supply chain
• Send "Open Order Reports" to customers with accurate information and comments as recommended by the Sales Representative
• Update "Past Dues" on a daily basis, reschedule due dates accurately, informing customers of any delays by sending updated order acknowledgements (via customer portals where applicable)
• Open and track CCRs
• Basic technical knowledge and understanding of the specificities of the products: packaging, shelf life, unit of measurement, alternatives ... etc
• Open new customer accounts
• The CSS level II may occasionally participate in the duties of the Sales Representative.
• Support Ecommerce customer and customer related questions/issues

Competencies

• Customer Relationships skills
• Communication skills
• Ability to anticipate and manage conflict situations
• Ability to write reports
• Ability to use computer tools
• Good organizational skills
• Ability to prioritize tasks
• Be rigorous and methodical
• Excellent sense of customer service
• Excellent internal and external communication skills
• Spirit of initiative
• Team spirit