Customer Service Representative

2 weeks ago

Burlington, Canada Comtek Advanced Structures Ltd. Full time

Comtek is an innovative supplier of composite components and repair services to business jet and regional aircraft markets. We design, manufacture and repair structural components that are used on thousands of aircraft every day, across the globe.

Comtek is a growing company that is committed to recognizing the work of its team members through financial and career growth opportunities. We offer an energetic culture in a professional work environment that is both challenging and exciting, and is led by experienced and engaging leaders. Our success is possible because of the creativity, intelligence and passion of our team members and their commitment to our customers. Although Comtek is growing, our culture is that of a small organization - we are a tightly-knit group with open collaboration across all levels.

If you are seeking a challenging career where initiative is encouraged and you support our values of honesty, mutual respect and commitment to our customers, then we want you to join the Comtek team

Provide Comtek’s customers with world class customer service. Perform order entry, basic sales and planning tasks related to your customer portfolios. Use your strong communication skills and product knowledge to develop strong relationships with customers. Provide customers with detailed information for products and services requested. Represent the voice of key customers within Comtek. Support Production Controller by monitoring our customers’ capacity and turn time needs with relation to our capacity limits. Support Business Development group in sales and production forecasting exercises. This position requires a strong ability to develop new customer relationships of trust and respect while maintaining excellent functional relationships with our existing customers

**Responsibilities**
- Review Purchase Orders in accordance to PO acceptance procedures.
- Process orders and inquiries from customers and provide information regarding price, specifications and delivery.
- Participate in pricing products and / or services where required and generate customer quotes accordingly.
- Follow up on all quotations and enquiries to ensure customer satisfaction is met and to solicit positive and/or negative feedback.
- Maintains close contact with customers providing timely status updates.
- Lead RGA process ensuring customer complaints / returns / reworks are rectified and closed in a timely manner. Maintain RGA log / Customer complaints tracker.
- Support sales team with day to day functional level request; sending sales literature to appropriate customers and maintaining customer contacts database.
- Develop a strong knowledge of Comtek products.
- Regular review and follow-up of internal Work In-Process (WIP) status for your portfolio of customers.
- Work closely with Production Controller to ensure customer request fall within the set capacity limits
- Learn basic planning and job creation functions of the Production Controller role to allow backup support.
- Monitor customer ordering trends to ensure ordering quantities align with Comtek forecasted demands.

Perform duties of an absent Customer Service Representative
- When required additional roles and responsibilities may be assigned at the discretion of the Business Development Manager, Repair and Overhaul.

**Requirements**:

- Successful completion of Grade 12 or equivalent
- University Degree or College Diploma preferred
- Experience in a B2B customer facing role is preferred
- Airline / Aerospace experience is considered an asset
- Customer Service background in manufacturing is preferred
- Previous experience with ERP systems considered an asset
- Excellent computer skills
- Strong organizational and time management skills
- Exemplary communications skills, both oral and written.
- Must be fluent in speaking (reading, writing and understanding) English and have the ability to effectively communicate with customers where English may not be their first language
- Must have the ability to maintain a professional demeanor when dealing with stressful circumstances

**Other**
- COVID-19 vaccination policy in place

Comtek offers competitive compensation and excellent opportunities for growth and advancement. As an equal opportunity employer, we are committed to a diverse and inclusive workplace for all. We value and welcome diversity in our team and strive to maintain a safe and rewarding workplace.

Comtek is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All information provided will be treated as confidential and used only for the purpose of providing accessibility.

Work Location: In person

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