Customer Service Coordinator

Breeze-Eastern • Whippany, NJ • 19h ago

Customer Service CoordinatorCompany Mission: Assure customer satisfaction by the timely design, development, manufacturing, and support of cost-effective, reliable hoists, winches, cargo hooks, weapons handling systems, motion control, and equipment for the aerospace and defense markets.Organization: As a Contracts Administrator, your facilitation and day-to-day support of the customer is critical to the success of the organization. Team Mission: Facilitate outstanding customer support through the appropriate management and execution of sales and marketing of products and solutions, business development, contract support, training, and the administrative management of repairs, overhauls, and product quality.Customer/Territory: Your customers consist of Original Equipment Manufacturers (OEMs), Authorized Service Centers, Department(s)/Ministries of Defense, and civilian/civil companies. Principal areas of responsibility (AOR) will be assigned and may vary based on the business unit supported.This position is to include both Account Management and Contract Administrator responsibilities. Primary and secondary areas of responsibility will be assigned, or a functional business unit responsibility that is broader in scope than a primary and secondary area of responsibility. Secondary supporting actions will be assumed during surges and the absence of employees.Essential Functions:1. Serve as a primary point of contact with customers in the assigned area of responsibility by facilitating purchase orders, quotes, contract management and compliance, and general communications both internal to Breeze-Eastern and with external organizations in support of the previously listed items. This includes all facets of the business (new production, spare components and parts, overhaul & repair).2. Monitor and track performance against the Company's contractual objectives and obligations. Maintain internal metrics and monitor customers' metrics to ensure that Breeze-Eastern maintains a positive reputation through supporting the customer base.3. Maintain accurate records of current and past contractual transactions as required by law, customer requirements, or internal requirements, both physical and online.4. Support and advise the Management team in actively monitoring performance trends that affect present or future business with customers and alert management of any positive or negative changes within your assigned territory.5. Act as a backup on adjacent territories in the event of the absence of a team member, in the case of overflow work, or transferred accounts from one individual to another.6. Lead business development efforts on new business opportunities within your customer base. This will involve presenting corporate capabilities and customer solutions, coordinating with cross-functional teams (Sales/Engineering/Operations/Finance), meeting new customers, and drafting/sending proposals.7. Support technical support inquiries and facilitate technical discussions regarding product lines and services.Essential Tasks: 1. Communicate with the customer and disseminate information between the customer and the internal organization. This includes but is not limited to:2. Acknowledge/respond to all email correspondence and calls within 24 regular business hrs.3. Provide order status as directed or requested (order acknowledgement, ship date, schedule changes, shipment status pertaining to any new/spare/ overhaul & repair orders as etc.).4. Communicate with operations, the territory account manager, and the appropriate Business Unit Manager to facilitate customer reschedule requests (pull-in / push-out of orders).5. Coordinate shipping instructions with the customer and operations and provide shipping documentation as required. 1. Respond rapidly to customer requests for quotations. All quotations are generated and cataloged in the ERP system. Involve the appropriate

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