Commercial Account Rep - 2nd Shift

Commercial Account Rep - 2nd Shift

• 308287

Summary of Work Performed:

Commercial Account Representatives ensure the accurate completion of order entry by handling the receipt of customer orders submitted by external Bell customers via telephone, email or self-service ordering in MyBell. To this end, the Commercial Account Representative shall perform the following duties with respect to commercial customer's orders. 1 . Administer the receipt of external commercial customer orders that are submitted by Bell customers. 2. In SharePoint, enter data such as price requests, and shipping errors/complaints necessary to process, track, and accelerate inquires to maintain records as required. 3. Use ECC to update and maintain the order entry system. 4. Receive external Commercial Spares Orders and upgrade designated orders to Aircraft on Ground (AOG) or accelerated status. 5. Facilitate tool and part leases by receiving invoicing and completing related bill duties upon tool return and by processing exchanges and new part returns.

Primary Responsibility-Duties:

• Process and record commercial customer inquiries by receiving customer requests, providing acknowledgement to the customer, determining and creating customer request for service or inquiry, locating and updating existing documentation and creating spares quotes generated by direct emails or by customers calling the Call Center or 1-800-FL Y-BELL during normal business hours.
• Proactively manage commercial customer accounts through Salesforce/C4C/ECC systems by running back
• order reports and updating customers on the status of the order.
• Verify and manage customer accounts who meet required specifications for a MyBell Parts Marketplace
• account in Salesforce and MyBell
• Validate customer requirements to ensure commercial orders are captured correctly and submit Master Data Requests (both customer account related and part related) as required for the sale of commercial spare parts. Confirm order requirements with the customer and the receipt of firm external orders to create commercial
• spares orders.
• Create and release commercial customer orders in ECC to process commercial sales orders and confirm product inventory levels by part number in ECC to determine product availability in response to commercial customer request.
• Process part returns from other supply centers and customers in C4C by gathering information directly from the customer.
• Prepare and approve all Return Material Authorizations (RMA's) related to the sale of commercial spare parts; including the return of "O time" defective parts, new parts, overages, shortages, wrong part shipped, and
• "Buybacks".
• Enter Voice-of-Customer complaints that require action on commercial spare part returns such as "O time" defective parts, new parts, overages, shortages, wrong part shipped, and "Buybacks".
• Coordinate the completion of rental agreements between customers seeking rentals from Bell.
• Assist in the resolution of payment issues between the customer and Bell Accounts Receivable (AR). I.e. aid in resolving delinquencies for orders from routine to large multi-year orders.
• Generate debit and credit requests for taxes, freight, overages, short shipments, discount reconciliation, and pricing reconciliation.
• Monitor error block reports and clear the blocks (within Bell rules) as required to allow shipment.
• If required, enter customer orders received by the Technical Publications Distribution Center into ECC to
• process Debit Memo Request and payment assurance for Technical Publications.
• If required, process modifications to orders including change in quantity, price, discount, or rolling to next dash number.
• When directed or required by Management participate in collaborative sessions with Management and other employees to assist and contribute to the development of new processes and existing process improvements.

Experience & Other Requirements:

Four years of college, or equivalent in aircraft technical courses leading to A&P license, plus three and one-half (3 1/2) years experience in similar work as described above or three and one-half (3 1/2) years experience in manufacture liaison work; aircraft inventory control functions of a higher nature equivalent to those described above, aircraft mechanical experience in field service work wherein a comprehensive knowledge of aircraft parts and application of same has been gained. Three years of customer support experience. Must be comfortable and communicate effectively in a customer facing role. Must be proficient in Microsoft Office Suite (Outlook, Word and Excel). Experience with customer relationship management software preferred.
Two additional years of qualifying experience in similar work as described above may be substituted for two years of educational requirements.