Customer Service Representative II

Wesco Aircraft - Lachine, QC (30+ days ago)

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Wesco Aircraft is a dynamic, global company looking for enthusiastic team members to support our vision: To generate value in everything we do every day as a highly engaged team delivering the best customer experience. We invest in our employees, providing outstanding opportunities for career progression and personal development. We invite you to explore a career with our Wesco Aircraft Sales Team.


The Customer Service Representative II is accountable for facilitating and building strong customer relationships through providing continuous high-quality service and support. The Customer Service Representative will maintain an advanced working knowledge of sales policies, internal practices and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration (RMA's, prioritization and order release, etc.), and ensure overall customer expectations are met.

Know, understand, and incorporate the Wesco philosophy, value and vision in all business behavior, practice and decisions
Maintain advanced, up to date working knowledge of Wesco customer requirements and distribution methods and timing
Maintain positive working-relationships with external customers and all inter-working departments and personnel
Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests
Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day
Investigate and attempt to resolve intermediate to complex level customer issues in alignment with established company policies, procedures, and work instructions
Provide LTA contract administration support, as assigned
Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (on a daily basis)
Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements
Process daily release orders system and verify against contract to ensure information is correct
Process material returns (RMA's) as requested by the customer
Understand and ensure proper quality flow downs are in place for contract review
Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating
Assist in issuing shopping and inventory locator service requests
Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders
Prepare and follow through with customer expedite request
Train/mentor others within sales department (as assigned)
Perform ad hoc projects and tasks (as assigned)
Attend department or company sponsored training or meetings, as required


High School Diploma or GED is required
3-5 years of combined Sales and Customer Service experience required (within the aerospace industry, is preferred)
Demonstrated advanced working knowledge of Wesco customers and products is highly preferred
Demonstrated ability to accurately and efficiently perform root cause analysis and conduct research to resolve intermediate to complex customer issues
Proven ability to work well and provide quality service to internal customers, as needed
Proven ability to work well within a team environment to produce positive results Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service
Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service
Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously
Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers
Ability to be detailed oriented and perform in-depth account research, if required
Maintain clear and accurate data entry, documentation and reporting skills, as required
Maintain intermediate competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required.
Wesco Aircraft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Wesco is proud to offer a broad range of benefits options. You can choose from a number of plans including medical, dental, vision, life and disability insurance and voluntary supplemental programs. All full-time employees are eligible for benefits coverage.

Wesco Aircraft is one of the world’s leading distributors and providers of comprehensive supply chain management services to the global aerospace industry, based on annual sales. Our services range from traditional distribution to the management of supplier relationships, quality assurance, kitting, just-in-time delivery, chemical management services, third-party logistics or fourth-party logistics and point-of-use inventory management. We offer one of the world’s broadest portfolios of aerospace products, including C-class hardware, chemical and electrical and comprised of more than 563,000 active stock-keeping units. Wesco Aircraft has more than 2,900 employees across 50 locations globally with net sales of $1.6 billion in 2018. Apply online at:

Primary Location: CA-QC-Lachine
Work Locations: Bombardier Lachine Canada 2000 32nd Avenue Unit 2701 Lachine H8T3H7
Job: Sales and Marketing
Organization: Sales - Americas
Schedule: Regular
Job Posting: Oct 4, 2019, 4:21:37 PM