Customer Service Representative IACE Thermal Systems

Description:

  

At ACE Thermal Systems, we design, engineer, manufacture, and support high-performance environmental control systems (ECS) and components for extreme temperature and operating conditions and reliable everyday use.

As your single source, dedicated supplier for bleed air systems, air conditioning systems, cabin pressure control systems, components, and more, the ACE team acts as a key extension of your team, providing intelligent innovation and proven design methodologies to deliver safe, reliable, air control technologies and systems for aircraft.

Our mission is to be the trusted source of mission critical products and services for Aerospace and Defense customers. We do this by exceeding customer expectations through innovative products and processes. We are committed to fostering a dynamic, collaborative environment that encourages professional growth and innovation.

Position Summary:
The Customer Service Representative I (CSR) is an important member of the Customer Relations team possessing a proven understanding of customer service responsibilities. The CSR is responsible for interacting with high-level customers to provide responses to requests and to handle and resolve customer complaints to completion.

The main responsibility of the CSR is to maintain and manage key customer relationships. This includes building strong relationships with customer contacts, maintaining proper documentation, entering accurate data in company database systems, troubleshooting customer service issues, and responding to customer concerns.

• Maintain relationship and manage customer expectations related to operational indicators.
• Provides efficient and proactive customer service and support.
• Troubleshoot customer service issues and address internally to completion.
• Develop constructive and cooperative working relationships with other team members and departments and maintain them over time.
• Entering and maintaining accurate data into company database systems.
• Ensuring proper documentation is maintained with exceptional attention to detail.
• Follow up on all activities and processes until successfully completed.
• Formulating queries and reports using advanced Microsoft Excel.
• Initiates business related correspondence using advanced Microsoft Word.
• Perform a variety of basic clerical duties associated with typing and filing, maintaining customer records, and functions related to customer service.
• Participates in special projects as required.
• Provide coverage for team members when needed.

Requirements:

Required Qualifications:

• High School Diploma or General Education Degree (GED). Bachelor’s degree preferred.
• 2-5 years of related customer service, materials, or contracts experience. Experience supporting B2B customer service is  preferred.
• Must be able to travel both domestically and internationally up to 10%.
• Experience in aviation preferred.
• Able to work on-site in Thornton, CO or Seminole, OK facility preferred.

Required Competences:

• Exceptional computer skills and experience with Word, Excel, Outlook and Teams.
• Excellent customer service skills for internal and external customers.
• Advanced organizational skills including documentation and record keeping abilities.
• High level of attention to detail and accuracy.
• Capable of analyzing and reporting information.
• Ability to prioritize and handle multiple deadlines under pressure.
• High level of integrity and the ability to thrive in a fast paced, high volume, and team environment.
• The CRS must have excellent written and oral communication skills, analytical skills, interpersonal skills, and customer service experience.  

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Equal employment opportunity, including veterans and individuals with disabilities.

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