Commercial Account Rep 2nd shift - Fort Worth, TX
Cessna Aircraft Company, Fort Worth, Texas, United States, 76102
Job Description - Commercial Account Rep 2nd shift - Fort Worth, TX (337137)
Commercial Account Rep 2nd shift – Fort Worth, TX (Job Number: 337137)
Commercial Account Representatives ensure the accurate completion of order entry by handling the receipt of customer orders submitted by external Bell customers via telephone, email, or self‑service ordering in MyBell. They steward the AOG desk and Customer Care Center, answering and triaging certain customer‑facing options from the 1‑800‑FLY‑BEL® phone line, triage administrative issues to resolution, and assign others to the responsible function via Customer Relationship Management (CRM) cases.
Responsibilities
Administer the receipt of external commercial customer orders submitted by Bell customers.
Enter data such as price requests, shipping errors, and complaints in SharePoint (or equivalent system) to track and accelerate inquiries.
Use ERP to update and maintain the order entry system.
Receive external commercial spares orders and upgrade designated orders to Aircraft on Ground (AOG) or accelerated status.
Answer and triage customer requests that meet AOG criteria, tracking parts/solutions until an aircraft is deemed airworthy by the customer or Bell representative via the CRM system.
Facilitate tool and part leases by receiving invoicing and completing related bill duties upon tool return and by processing exchanges and new part returns.
Quote, arrange, and manage Customer Property Returns (CPR) for internal requests and work/upgrade.
Managing AOG Issues
Determine if the customer request meets AOG criteria.
Track and monitor all AOG issues (spares, PSE, CAP/Warranty) within CRM.
Ensure solution is provided to the customer within 24 hours and the aircraft is able to return to service within 48 hours.
Managing Customer Orders
Proactively manage commercial customer accounts through supporting systems by running back‑order reports and updating customers on order status.
Verify and manage customer accounts that meet required specifications for a MyBell Parts Marketplace account in CRM and MyBell.
Validate customer requirements to ensure commercial orders are captured correctly and submit Master Data Requests for both customer account and part related needs.
Confirm order requirements with the customer and the receipt of firm external orders to create commercial spares orders.
Create and release commercial customer orders (including Technical Publication and Structural Repair Sales Orders) in SAP to process commercial sales orders and confirm product inventory levels by part number.
Process part returns from other supply centers and customers in CRM by gathering information directly from the customer.
Create and release spares quotes as assigned.
Prepare and approve all Return Material Authorizations (RMA) related to the sale of commercial spare parts, including the return of “O‑time” defective parts, new parts, overages, shortages, wrong part shipped, and “Buybacks.”
Enter Voice‑of‑Customer complaints that require action on commercial spare part returns.
Coordinate the completion of rental agreements between customers seeking rentals from Bell.
Assist in resolving payment issues between the customer and Bell Accounts Receivable (AR).
Generate debit and credit requests for taxes, freight, overages, short shipments, discount reconciliation, and pricing reconciliation.
Monitor error block reports and clear the blocks (within Bell rules) as required to allow shipment.
Enter customer orders received by the Technical Publications Distribution Center into the supporting system to process Debit Memo Requests and payment assurance for Technical Publications.
Process modifications to orders including changes in quantity, price, discount, or rolling to the next dash number.
Participate in collaborative sessions with Management to contribute to the development of new processes and process improvements.
Answering and Triaging Customer Questions / Inquiries via 1‑800‑FLY‑BEL®
Monitor the Customer Care (Bell) and Spares email inbox via the CRM system and forward any issues to the appropriate party.
Answer incoming phone calls from the 1‑800‑FLY‑BEL® phone line and perform the following:
Option 0: Triage customer questions/issues, provide a solution, or create a case in the CRM system.
Option 1: Determine if the request meets AOG criteria and, if so, track/monitor the AOG in CRM and triage to resolution within 24 hours.
Option 2: Process and record commercial customer inquiries, acknowledging receipt, determining service or inquiry requests, and updating documentation.
Option 5: Aircraft Sales – fill out “Aircraft Sales Information” request in the CRM system and assign using active assignment rule.
Option 6: Technical Publications – enter a case into the CRM system and assign to the Technical Publication group.
Option 7: Bell Training Academy – enter a case into the CRM system and assign to the Bell Training Academy group.
Experience & Qualifications
Four years of college, or equivalent in aircraft technical courses leading to an A&P license.
Three and one‑half (3 ½) years of experience in similar work or aircraft inventory control functions.
Three years of customer support experience.
Comfortable communicating effectively in a customer‑facing role.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
Experience with customer relationship management software preferred.
Two additional years of qualifying experience in a similar role.
Disclaimer : Any system referenced in this job description is subject to change pursuant to the needs and at the direction of the company. This does not change the work of the Commercial Account Representative.
EEO Statement Textron is committed to providing Equal Opportunity in Employment to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information, or any other characteristic protected by law.
This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). Non‑U.S. persons selected must meet eligibility requirements for access to export‑restricted information. The ITAR/EAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (Green Card Holder), Political Asylee, or Refugee.
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Commercial Account Rep 2nd shift – Fort Worth, TX (Job Number: 337137)
Commercial Account Representatives ensure the accurate completion of order entry by handling the receipt of customer orders submitted by external Bell customers via telephone, email, or self‑service ordering in MyBell. They steward the AOG desk and Customer Care Center, answering and triaging certain customer‑facing options from the 1‑800‑FLY‑BEL® phone line, triage administrative issues to resolution, and assign others to the responsible function via Customer Relationship Management (CRM) cases.
Responsibilities
Administer the receipt of external commercial customer orders submitted by Bell customers.
Enter data such as price requests, shipping errors, and complaints in SharePoint (or equivalent system) to track and accelerate inquiries.
Use ERP to update and maintain the order entry system.
Receive external commercial spares orders and upgrade designated orders to Aircraft on Ground (AOG) or accelerated status.
Answer and triage customer requests that meet AOG criteria, tracking parts/solutions until an aircraft is deemed airworthy by the customer or Bell representative via the CRM system.
Facilitate tool and part leases by receiving invoicing and completing related bill duties upon tool return and by processing exchanges and new part returns.
Quote, arrange, and manage Customer Property Returns (CPR) for internal requests and work/upgrade.
Managing AOG Issues
Determine if the customer request meets AOG criteria.
Track and monitor all AOG issues (spares, PSE, CAP/Warranty) within CRM.
Ensure solution is provided to the customer within 24 hours and the aircraft is able to return to service within 48 hours.
Managing Customer Orders
Proactively manage commercial customer accounts through supporting systems by running back‑order reports and updating customers on order status.
Verify and manage customer accounts that meet required specifications for a MyBell Parts Marketplace account in CRM and MyBell.
Validate customer requirements to ensure commercial orders are captured correctly and submit Master Data Requests for both customer account and part related needs.
Confirm order requirements with the customer and the receipt of firm external orders to create commercial spares orders.
Create and release commercial customer orders (including Technical Publication and Structural Repair Sales Orders) in SAP to process commercial sales orders and confirm product inventory levels by part number.
Process part returns from other supply centers and customers in CRM by gathering information directly from the customer.
Create and release spares quotes as assigned.
Prepare and approve all Return Material Authorizations (RMA) related to the sale of commercial spare parts, including the return of “O‑time” defective parts, new parts, overages, shortages, wrong part shipped, and “Buybacks.”
Enter Voice‑of‑Customer complaints that require action on commercial spare part returns.
Coordinate the completion of rental agreements between customers seeking rentals from Bell.
Assist in resolving payment issues between the customer and Bell Accounts Receivable (AR).
Generate debit and credit requests for taxes, freight, overages, short shipments, discount reconciliation, and pricing reconciliation.
Monitor error block reports and clear the blocks (within Bell rules) as required to allow shipment.
Enter customer orders received by the Technical Publications Distribution Center into the supporting system to process Debit Memo Requests and payment assurance for Technical Publications.
Process modifications to orders including changes in quantity, price, discount, or rolling to the next dash number.
Participate in collaborative sessions with Management to contribute to the development of new processes and process improvements.
Answering and Triaging Customer Questions / Inquiries via 1‑800‑FLY‑BEL®
Monitor the Customer Care (Bell) and Spares email inbox via the CRM system and forward any issues to the appropriate party.
Answer incoming phone calls from the 1‑800‑FLY‑BEL® phone line and perform the following:
Option 0: Triage customer questions/issues, provide a solution, or create a case in the CRM system.
Option 1: Determine if the request meets AOG criteria and, if so, track/monitor the AOG in CRM and triage to resolution within 24 hours.
Option 2: Process and record commercial customer inquiries, acknowledging receipt, determining service or inquiry requests, and updating documentation.
Option 5: Aircraft Sales – fill out “Aircraft Sales Information” request in the CRM system and assign using active assignment rule.
Option 6: Technical Publications – enter a case into the CRM system and assign to the Technical Publication group.
Option 7: Bell Training Academy – enter a case into the CRM system and assign to the Bell Training Academy group.
Experience & Qualifications
Four years of college, or equivalent in aircraft technical courses leading to an A&P license.
Three and one‑half (3 ½) years of experience in similar work or aircraft inventory control functions.
Three years of customer support experience.
Comfortable communicating effectively in a customer‑facing role.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
Experience with customer relationship management software preferred.
Two additional years of qualifying experience in a similar role.
Disclaimer : Any system referenced in this job description is subject to change pursuant to the needs and at the direction of the company. This does not change the work of the Commercial Account Representative.
EEO Statement Textron is committed to providing Equal Opportunity in Employment to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information, or any other characteristic protected by law.
This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). Non‑U.S. persons selected must meet eligibility requirements for access to export‑restricted information. The ITAR/EAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (Green Card Holder), Political Asylee, or Refugee.
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