Senior Analyst, Customer Service (Hybrid)

Date Posted:

2023-03-03

Country:

United States of America

Location:

HVT01: S&IS (FUS) - Vergennes 100 Panton Rd, Vergennes, VT, 05491 USA

Position Role Type:

Hybrid

Job Description:
 

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes.

This is a Hybrid role, and would require semi-regular attendance onsite in Vergennes, VT.

Primary Responsibilities:

• Works, independently, to confer with customers who contacts the organization by telephone or electronically, review customer contracts/purchase orders for compliance, customer order and maintenance of customer account, discusses customer accounts, and obtains or addresses customer complaints. Provides ability to deviate from the script to address moderately complex inquiries
• Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries
• Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel
• Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions
• Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation
• Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments
• Serves as customer interface on product status and delivery
• Provides, when required, after-sales support for various client contracts
• Performs duties related to overall customer service
• Provides support to sales team with regard to customer concerns
• Maintains knowledge of Collins organization and products to provide the appropriate information and support to customers
• A background in SAP is helpful

Basic Qualifications:

• Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract

Preferred Qualifications: 

• Experience comprehending military and commercial contracts

• Intermediate to Advance Microsoft Office experience

• Intermediate to Advance oral and written communication skills

• Strong sense of urgency and ability to pick up on material quickly

• Ability to work independently and problem solve  

• Organized and able to prioritize multiple assignments running concurrently for timely, high-quality results

• SAP experience is highly preferred

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Do you want to be a part of something bigger? A team whose impact stretches across the world, and even beyond? At Collins Aerospace, our Mission Systems team helps civilian, military and government customers complete their most complex missions — whatever and wherever they may be. Our customers depend on us for intelligent and secure communications, missionized systems for specialized aircraft and spacecraft and collaborative space solutions. By joining our team, you’ll have your own critical part to play in ensuring our customer succeeds today while anticipating their needs for tomorrow. Are you up for the challenge? Join our mission today.

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

WE ARE REDEFINING AEROSPACE.

Some of our competitive benefits package includes:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement
• Life insurance and disability coverage
• Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal
• Ovia Health, fertility and family planning
• Employee Assistance Plan, including up to 5 free counseling sessions
• Redbrick - Incentives for a Healthy You
• Autism Benefit
• Doctor on Demand, virtual doctor visits
• Adoption Assistance
• Best Doctors, second opinion program
•  And more! 

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Note:

• Background check and drug screen required (every external new hire in the U.S.)
• Drug Screen only performed on re-hires who have been gone for more than 1 year

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.

Apply now and be part of the team that’s redefining aerospace, every day.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms