Customer Service Representative

4 weeks ago

Amherst, Canada IMP Group Full time

Aerospace Industry Customer Support Specialist

IMP Aerostructures, an Operating Unit of IMP Aerospace and Defence, is a leader in the Aerospace industry providing top quality, structural components and assemblies to clients such as Bombardier, Bell Helicopter, Boeing, Spirit Aerosystems and Lockheed. Located in a rural setting, you'll enjoy a lifestyle that offers all of the amenities of big city living. Recognized as one of Canada's Best Managed Companies, IMP Group takes enormous pride in the diligence and hard work its employee groups provide. Known for providing its employees with a supportive and challenging atmosphere, fostering growth and personal development, IMP Aerostructures has an immediate opening for a motivated individual to join its winning team.

Position Overview:

With the primary purpose of providing customers with exemplary customer service, with the objective of meeting customer scorecard requirements, Customer Service Representatives (CSRs) will provide customers with the applicable information requested by the customer. In addition, the CSRs' responsibilities would include the administration of Customer Contracts as it relates to implementation, updating and general compliance to contract requirements.

Key Responsibilities:

  • Be the primary point of contact between customers and Company, with the objective of meeting customer scorecard requirements as well as updating customers on production issues in a timely manner.
  • Manage 'on-loads' and 'off-loads' of products, including the development of build plans, project plans, organization of meetings.
  • Coordinate implementation of engineering changes including planning, tooling, FAI and subcontract by monitoring progress and coordinating with the appropriate departments.
  • Monitor and take action on production issues that require customer coordination such as clarifications, stop work orders, expedite fees, held for "H", etc. Maintain action log report.
  • Perform and administer contract review. Request purchase order changes and provide customer status reports to the customer by various methods.
  • Maintain list of all parts on contract in ERP system catalog including price and quoted lead time.
  • Review all Finish Goods Inventory for obsolescence and pursue actions to sell or remove it.
  • Participate in Continuous Improvement, Lean and 8S activities in your area.

Requirements:

  • Post-secondary education in Business Diploma or related experience.
  • Strong understanding of MRP, Forecasting, Inventory Planning, Kanban and Supply Chain.
  • Demonstrated ability in the use of computers, especially with JD Edwards, Microsoft Project, Access, Excel and email; experience with ERP systems is considered an asset.
  • Excellent interpersonal skills.
  • Proven customer service skills and the ability to build customer relationships through a solutions-based approach.
  • Able to work collaboratively within a multi-disciplined team.
  • Strong oral and written communication skills with demonstrated leadership skills.
  • Strong organizational skills, and the ability to prioritize workload and meet tight deadlines.
  • Completion of Global Harmonized System (WHMIS) course.
  • Must be eligible to meet the requirements for Canadian Controlled Goods Program (CGP) and the Canadian Security Clearances.
  • Knowledge of processes, products and equipment and ability to read blueprints and engineering documentation will be considered an asset.

What We Offer:

  • All of IMP's benefits become effective on your first day of work, regardless of your position.
  • We offer a comprehensive Benefits Package, including RSP Program, Tuition Reimbursement Program, Long Service Awards, Volunteer Grant Program, Scholarship Program, and more.

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