Description:
At ACE Thermal Systems we design, engineer, and manufacture high-performance environmental control systems (ECS) and components for the aerospace market.
Summary: The Customer Relations Specialist is an important member of the Customer Relations team possessing a proven understanding of customer service responsibilities. The CRS is responsible for interacting with high-level customers to provide responses to requests and to handle and resolve customer complaints to completion.

QUALIFICATIONS:

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.
Education and/or Experience: High school diploma or general education degree (GED). 2 to 5 years of related customer service, materials or contracts. Preferably in the aviation field.
Preferred: BS or BA degree.

JOB KNOWLEDGE, SKILLS AND ABILITIES:

Reading: The ability to read, and interpret English documents such as safety rules, operating and maintenance instructions, procedure manuals and reports, drawings and schematics
Writing: The ability to write and/or type all types of correspondence or reports.
Mathematics: knowledge of accounting principles, the ability to analyze figures and basic mathematical skills
Customer Service: Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Social Perceptiveness: Being aware of others’ reactions and understanding why they react as they do.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
Oral Expression: The ability to communicate information and ideas in speaking so others will understand
Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken work and sentences
Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense
Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (including finding a relationship among seemingly unrelated events)
Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. Information Ordering: The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., pattern of numbers, letters, words, pictures, mathematical operations).
Attention to Detail: The ability to be precise and thorough in completing work tasks.
Category Flexibility: The ability to generate or use different sets of rules for combining or grouping things in different ways
Physical Demands:
Stand or Sit: Must be able to remain in a stationary position (sitting) 75 percent or more of the time.
Walk: The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Use hands/fingers to handle or feel: Constantly operates a computer and other office productivity machinery (i.e., a calculator, copy machine, and computer printer) Repetitive movement is also required.
Climb (stairs/ladders) or balance: Occasionally ascends/descends stairs to assist other departments.
Stoop, Kneel, Crouch, or Crawl: The person in this position needs to use these positions to access file cabinets, drawers or other office.
Talk/Hear: The person in this position regularly communicates with other employees and customers via phone or in person.
See: Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust and focus.
Carry Weight, Lift, Push or Pull: Frequently move boxes of files and other boxes containing paper or misc. items. The employee must occasionally lift, move, push, and/or carry up to 25lbs, and rarely lift, move, push, and/or carry up to 50lbs.
Employees may be subject to random drug and alcohol testing under FAA regulations.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Job tasks are performed in close physical proximity to other people. Exposed to any number of elements, but none present to the extent of being disagreeable
“This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant unless it presents an undue hardship for the employer.”
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ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING: OTHERS MAY BE ASSIGNED:

General duties consist of performing a variety of basic clerical duties associated with typing and filing, maintaining customer records, and functions related to customer service. The CRS must have excellent written and oral communication skills, analytical skills, interpersonal skills, and customer service experience.

DUTIES AND RESPONSIBILITIES:

• Maintains relationships and manages customer expectations related to operational indicators.
• Provides efficient and proactive customer service and support.
• Ability to develop constructive and cooperating working relationships with others and maintain them over time.
• Participates in special projects as required.
• Entering and maintaining correct data into company database systems.
• Follow up on all activities and processes until successfully completed.
• Troubleshoot customer service issues and address internally to completion.
• Ability to provide coverage for team members when needed.
• Ensuring proper documentation is maintained with exceptional attention to detail.
• Formulating queries and reports using advanced Microsoft Excel.
• Initiates business related correspondence using advanced Microsoft Word.