Customer Service Representative

2 weeks ago

Ottawa, Canada Satcom Direct Full time

**Company Overview**:
Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

SD Avionics is a division of Satcom Direct located in Kanata, the high-tech hub of Ottawa, Ontario. Our second largest site globally, this location manufactures avionics hardware, cabin routers, and the SD Plane Simple Antenna System.

Satcom Direct offers an on-site gym and robust vacation time to have an excellent work/life balance.

**JOB SUMMARY**:
Consistently exemplifies the Satcom Direct (SD) Mission, Vision, and Values focused around a philosophy directed toward customer service/satisfaction, job performance, and cooperative team interactions. Willingness to support organizational policies that foster “continuous improvement” activities, promote Satcom Direct’s ongoing strategic growth plan, and maintain its position as the premier leader within the Aviation Satellite Communications industry. The Customer Service Associate provides customer support, and a variety of other customer care activities and related tasks.

**ESSENTIAL DUTIES/RESPONSIBILITIES**:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently perform the essential functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established security/safety rules and requirements for attendance. The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully:

- The CSA is directly responsible for the management of New and RMA customer orders.
- Prepare timely and accurate order confirmations in accordance with negotiated agreements standard pricing, standard terms and conditions, policies, and procedures.
- Communicate order status to customers and SD Staff as required.
- Liaison with Director of Operations where there are loan requirements.
- As the Customer Champion, the CSA will be the primary customer focus for non-technical support needs, as well as new and RMA orders.
- The CSA will manage all activities with Customers and SDA stakeholders.
- The CSA will disseminate customer feedback to relevant stakeholders within SDA with the aim of enhancing the customer experience.
- Liase with Operations to determine product availability, and escalate any issues affecting potential fulfillment and or delivery and the provision of any required documentation.
- Accurate data entry into corporate databases/systems; including order entry, and maintenance of any subsequent changes.
- Provide backup support to team members, during normal business hours as well as possible periodic, rotational after hours.
- Produce weekly and monthly reports of orders, shipments, and customer service metrics.
- Review Customer contracts and maintenance as necessary.

**GENERAL QUALIFICATIONS: EXPERIENCE, KNOWLEDGE, & EDUCATION**:

- Post secondary training in related field (Admin, Business, Supply Chain).
- 3-5 years of customer service experience.
- Proficiency in Microsoft Excel.
- Experience with ERP sales order processing.
- Knowledge of purchase order, order Administration and shipping practices.
- Ability to work under pressure, support multiple assignments, with exceptional attention to detail.
- Ability to work independently with minimum supervision; must be self-motivated and highly adaptable to change.
- Excellent verbal and written communication skills.
- Aerospace industry and international shipping experience a plus

**PHYSICAL DEMANDS**:
While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, and reading, able to lift light objects (

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