Job Description

**Must be onsite in Orlando; no on call hours will be standard office hours **Potential for extension or conversion **Candidates must have attention to detail **Direct contact with customers around the world working within a team email box **Quoting and sales order creation 70%; Expediting customer requests 30% **Aviation Industry experience is a bonus but NOT required **30 minute virtual interview then manager will make a decision Heavy emphasis on: 1) Working within a group/shared email box. 2) Creating customer quotations using sales catalogs 3) Booking customer sales orders & sending customer order acknowledgements 4) Reviewing backlog report to create delivery notes for warehouse to pick/ship on time to customer schedules. 5) Involved in customer expedite requests. Summary: Supports Services spares order management activities for maintenance and repair of Thales InFlyt Experience products to meet ontime delivery service level and repair turnaround time. Responsible for customer spares sales quotation order processing order fulfillment coordination and invoicing. Provides spares AOG expedite and RMA order and coordination support. Provides spares order confirmation & status responds to customer inquiries and executes change order requests. Responsible for internal spares order replenishment and fulfillment coordination. Provides first level customer service to both external and internal customers and programs. Coordinates spares external demand and internal demand with Materials Planning & Purchasing Essential Duties and Responsibilities: Performs spares order management activities to include: quotation sales order entry order acknowledgement order changes order status order fulfillment coordination to meet order delivery commitment and invoicing. Responsible to verify spares order booking and entry to ensure accuracy and completeness of information into ERP to include: customer data part number quantity pricing/discounts shipping instructions and terms and delivery date. Ensure order compliance to customer RFQ customer contract or Sales Catalog. Professionally responds to customer (external and internal) questions inquiries for information order changes and expedite requests in a timely manner. Collaborates with Thales resources to provide appropriate responses answers and order changes. Establishes positive customer relationships through professional and effective: customer service conflict/issue resolution and timely communication. Provides regular spares order status reports delivery performance and tracks backorders. Coordinates with Purchasing Material Planning and the Distribution Center to ensure on time shipment to meet delivery commitments. Proactively identifies orders at risk of shipping late or on hold and coordinates resolution. Accountable for monitoring and analyzing delivery performance results identifying performance issues and recommending changes for improvement. Addresses customer complaints for rejected or disputed shipments or invoices to include: tracking shipments issuing RMAs for returns issuing credit memos providing missing documents or providing exchange orders. Responsible to track review and analyze customer complaints/disputes and recommend actions to prevent recurrence. Performs other duties as assigned. Required Education Competencies and Experience: AA/AS degree in a related field and a minimum of one (1) year of related experience or a high school diploma/GED with at least two (2) years experience or a comparable combination of relevant education and experience Related work experience includes: Customer Service Sales Order Administration Supply Chain (Distribution Center Material Planning/Scheduling Purchasing or Inventory/Production Control) Previous Spare Parts support experience in the airline and/or electronics manufacturing & repair industry preferred Strong written and verbal communication skills; must speak read and write English fluently Results oriented with strong organizational skills and attention to detail Demonstrated work experience in a matrix organization along with the ability to work within a team Ability to work independently and to be a selfstarter; ability to multitask and effectively prioritize tasks Ability to identify potential issues before they arise and take corrective action to eliminate the risk Desired Qualifications: Experience with: ERP based Sales Order Management with/without EDI basic MRP analysis & replenishment and basic Inventory System functions; SAP preferred Working knowledge of quotation/sales order management processes Well versed in customer service and support processes with professional followup and confirmation habits Ability to monitor track and reply in a timely manner to customer questions and inquiries Positive attitude and professional ability to deal with satisfied and dissatisfied customers Good to strong skills with Microsoft Outlook Word Excel and PowerPoint Experience with generating and maintaining Reports Metrics Charts and Dashboards with ability to write routine reports and correspondence Ability to read and interpret documents such as safety rules operating procedures maintenance instructions/manuals/bulletins and basic engineering drawing notes and parts lists Ability to calculate figures and amounts such as order totals credits discounts interest commissions and percentages Working knowledge of Import/Export regulations Incoterms and ability to read and interpret purchase order terms & conditions Ability to solve practical problems and deal with a variety of variables in situations where only limited information exists Certification & Training: Customer Service or APICS Inventory/Planning or ISM Supply Chain a plus

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