Customer Service Executive

The Services and Support Operations (SSO) is a global leader of integrated MRO services and support. We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle, providing innovative OEM-quality service solutions across a comprehensive portfolio. We are proud to serve airlines/ business jet operators, the military, airframe/ engine manufacturers, as well as independent service centers. With our extensive network of service teams worldwide, MRO facilities, proprietary predictive modeling, and advanced systems, we offer 24/7 operational and technical support wherever it's needed.

Job Description:

• Acts as the point of contact on for specialized and/or major customer accounts of diverse scope and complexity by maintaining successful, long-term business relationships and contacts with customer procurement employees.
• Responds to requests for quotations in a timely manner and coordinates with price estimating, reviews pricing for reasonableness, submits quotations/proposals for customer review, and handles customer questions regarding the submitted quote/proposal.
• Follow up on submitted offers to customers to drive sales and meet organization financial targets by utilizing ILS to drive slow moving inventory sales.
• Perform contract review, including screening customers' orders against existing LTAs, MTAs, Parker's standard terms and conditions, or other published contractual guidelines.
• Acknowledge purchase orders in accordance with the method and timing agreed with the customer and enters purchase orders into the system, ensuring the accuracy of sales order entry data.
• Monitors delivery status and provides status reports to customers by gathering data, researching outstanding shipments, and obtaining up‐to‐date shipping information from numerous sites globally.
• Provides solutions to customer problems that impact cost or schedule. Negotiates requirements across multiple customers, products, and internal teams with the focuses on stock allocation issues to maximize customer service levels.
• May re-prioritizes schedule to meet customer commitments by identifying significant problems and escalates matters to the Customer Account Manager, and tracks the matter until its' resolved.
• Acts as the voice of the customer and ensures timely resolution to all customer orders and enquiries by resolve customer complaints concerning invoices or billing discrepancies, ensures invoices have been processed and paid by monitoring the customers' account status and research account histories to assist in collection activities by accounts receivable.
• Has responsibility to coordinate and ensure coverage for "aircraft-on-ground/critical priority service by responding to all AOG inquiries within 4 hrs and close AOG inquiries with stock on hand.
• Analyze and propose changes in methods and/or procedures to improve efficiency and the quality of service.  Lead continuous improvement initiatives to improve the efficiency of internal systems and processes within the division and/or with corporate and customer involvement.
• Serve as a functional subject expert and resource by sharing specialized knowledge with others team members. Represents Company on specific projects by contributing to team effort by accomplishing related results as needed. Work assignments may include cross-functional or project team responsibilities.
• Develop knowledge of procurement practices and FAA regulations, Parker products, and manufacturing processes, and customers.  Ensures compliance with federal, state, and aerospace industry regulations (e.g., FAA); ensures adherence to requirements and advises management on needed actions.

Job Requirements:

• Bachelor's degree or Experienced Diploma holder with at least 3 years of relevant experience in business administrations and customer service.
• Proven ability to administer customer accounts, prioritize shipments, efficient servicing of customer requests, prompt communication, take ownership and manage customer relationships.
• Experienced in preparing and responding to RFQs timely, quotations, able to coordinate pricing and lead time, address customer inquiries and provide support to Business development/Account Managers.
• Strong cross‑functional coordination skills (quality, shipping, accounting, planning, production) with the ability to prioritize AOG requests and release orders based on customer's request dates.
• Proficient in monitoring deliveries, providing backlog status reports, monitor customers' account status and support collections efforts.
• Skilled in reviewing and coordinate with internal quality division to resolve customer complaints/claims (damaged, late, incorrect shipments) and support replacements when required.
• Commitment to continuous improvement, willingness to develop knowledge of FAA regulations, export compliance, team‑oriented, SAP experience referred.
• Successful candidates may be required to work on weekends on a rotational roster in line with operational needs.