CUSTOMER SERVICE REPRESENTATIVE • FORT WORTH, TX
TES, Fort Worth, TX, United States
Position Overview
The role provides day‑to‑day support to Business Aircraft Customers through providing quotations for parts, answering Customer queries, processing sales orders, and ensuring overall Customer satisfaction. This position is one that provides global, round‑the‑clock service for a growing client base, reporting to the Customer Service Supervisor.
Key Responsibilities
Process Customer’s Orders efficiently and accurately from inception to invoicing.
Coordinate and communicate effectively with internal and external customers.
Contribute to successful delivery of Customer Orders.
Confer with customers that contact the organization by telephone or electronically to provide information about products or services, discuss customer accounts, address customer complaints, process Requests for Quotes, process Sales orders, and other tasks as necessary.
Responds to calls or emails to customers to provide follow‑up on inquiries.
Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
Provides technical assistance to customers and escalates complex issues to appropriate personnel as required.
Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in training and improvements in customer services.
Confer with sales, shipping, warehouse, or other personnel to expedite or trace shipments.
May promote products to ensure business targets are met.
May provide after‑sales support for client contracts to ensure customers satisfaction is met.
Perform duties related to overall customer service.
Provide support to sales team regarding customer concerns.
Coordinates with Outside and Inside Sales to identify opportunities.
Serves as customer interface on product status and delivery.
Maintains knowledge of TES organization and products to provide the appropriate information and support to customers.
Consistently documents customer service needs to identify patterns and maintain quality.
Other duties as assigned.
Minimum Qualifications
Associate’s degree in an Aviation/Customer Service Industry related field
A minimum of three years’ related industry experience
Preferred Education And Experience
Bachelor’s degree in business administration or in an Aviation/Customer Service Industry related field
4 years related industry experience.
Successful Candidates Will Possess These Skills
Fluency in English
Ability for Accuracy, Accountability, Judgement and Decision Making
Ability to work in a Time‑Sensitive Environment
Solid interpersonal skills that allow one to work effectively in a diverse working environment
Able to effectively communicate both verbally and in writing
Strong attention to detail
Strong planning, organizational, analytical, decision‑making, and problem‑solving skills
Able to deal with people sensitively, tactfully, diplomatically, and professionally always
Ability to multi‑task and understand priority levels is a must
Data entry and typing skills
A commitment to professional practice and continuous professional improvement
Experience with Salesforce
Experience with Quantum or similar ERP System
Benefits
Outstanding Medical and Dental Benefits
Company funded Health Reimbursement Account
Basic Employee Life and Accidental Death and Dismemberment Insurance
Long‑Term and Short‑Term Disability
Vacation and Sick Time
Paid Holidays
TES is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, transgender status, genetic information, status as a protected veteran, and basis of disability status or any other federal, state, or local protected class.
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Key Responsibilities
Process Customer’s Orders efficiently and accurately from inception to invoicing.
Coordinate and communicate effectively with internal and external customers.
Contribute to successful delivery of Customer Orders.
Confer with customers that contact the organization by telephone or electronically to provide information about products or services, discuss customer accounts, address customer complaints, process Requests for Quotes, process Sales orders, and other tasks as necessary.
Responds to calls or emails to customers to provide follow‑up on inquiries.
Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
Provides technical assistance to customers and escalates complex issues to appropriate personnel as required.
Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in training and improvements in customer services.
Confer with sales, shipping, warehouse, or other personnel to expedite or trace shipments.
May promote products to ensure business targets are met.
May provide after‑sales support for client contracts to ensure customers satisfaction is met.
Perform duties related to overall customer service.
Provide support to sales team regarding customer concerns.
Coordinates with Outside and Inside Sales to identify opportunities.
Serves as customer interface on product status and delivery.
Maintains knowledge of TES organization and products to provide the appropriate information and support to customers.
Consistently documents customer service needs to identify patterns and maintain quality.
Other duties as assigned.
Minimum Qualifications
Associate’s degree in an Aviation/Customer Service Industry related field
A minimum of three years’ related industry experience
Preferred Education And Experience
Bachelor’s degree in business administration or in an Aviation/Customer Service Industry related field
4 years related industry experience.
Successful Candidates Will Possess These Skills
Fluency in English
Ability for Accuracy, Accountability, Judgement and Decision Making
Ability to work in a Time‑Sensitive Environment
Solid interpersonal skills that allow one to work effectively in a diverse working environment
Able to effectively communicate both verbally and in writing
Strong attention to detail
Strong planning, organizational, analytical, decision‑making, and problem‑solving skills
Able to deal with people sensitively, tactfully, diplomatically, and professionally always
Ability to multi‑task and understand priority levels is a must
Data entry and typing skills
A commitment to professional practice and continuous professional improvement
Experience with Salesforce
Experience with Quantum or similar ERP System
Benefits
Outstanding Medical and Dental Benefits
Company funded Health Reimbursement Account
Basic Employee Life and Accidental Death and Dismemberment Insurance
Long‑Term and Short‑Term Disability
Vacation and Sick Time
Paid Holidays
TES is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, transgender status, genetic information, status as a protected veteran, and basis of disability status or any other federal, state, or local protected class.
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