Experienced Customer Support Analyst - 2nd Shift (Remote) at arenaflex

Join arenaflex, a leading innovator in aerospace technology, on a journey to redefine the future of the industry. As a Customer Support Analyst, you will be part of a dynamic team that provides exceptional support to our customers, ensuring their needs are met and exceeded. This role is perfect for a relationship builder with excellent communication skills, who is comfortable working in a fast-paced environment and is not afraid to tackle ambiguity.

About arenaflex

arenaflex is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. With a comprehensive portfolio and expertise, we solve our customers' toughest challenges and meet the demands of a rapidly evolving global market. Our commitment to innovation and customer satisfaction drives us to push the boundaries of what is possible.

The Role

We are building a new team of Aftermarket professionals for our Rockford, IL Actuation portfolio, and we are looking for a Customer Support Analyst to join our remote team. This role will work on a 2nd shift schedule, Monday - Thursday 3pm - 1am EST or Thursday - Sunday, 3pm - 1am EST. You will be responsible for providing exceptional support to our customers, including Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, and Brokers. Your primary focus will be on managing and resolving inbound Aircraft on Ground (AOG) and critical part demand for Actuation Systems customers worldwide.

Key Responsibilities

* Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, & Brokers, providing support for their aftermarket MRO and spares orders.

• Provide customer support for navigation and utilization of our global Spares and Technical Service customer portal.
• Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer accounts, and address customer concerns.
• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide.
• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM & ERP systems.
• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues.
• Ensure all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately.
• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles.
• Attend off-shift team & organization-wide meetings.

Qualifications

* Typically requires a University Degree and less than 2 years of prior relevant experience or in absence of a degree, 6 years of relevant experience.

• Experience with SAP or similar ERP system to input & retrieve information.
• Experience with managing the life cycle of customer orders from point of order entry to shipment.
• Experience with customer support/account management and business processes.
• U.S. Person (U.S. citizen, permanent resident, refugee or asylee) as defined here:

Preferred Qualifications

* Previous experience in Aerospace would be advantageous.

• IT & Analytics knowledge would be helpful.
• Knowledge of how Shipping & Logistics operate.
• Multi-cultural experience of dealing with other countries.
• Experience in resolving customer complaints and problems.
• Experience with MS Outlook, Excel, PowerPoint, Word.
• Robust numerical, written, and verbal communication and reasoning skills.

What We Offer

* Competitive salary range: $55,000 - $107,000

• Comprehensive benefits package, including:

+ 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 program + Student Loan Repayment Program + Life insurance and disability coverage + Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection + Birth, adoption, parental leave benefits + Ovia Health, fertility, and family planning + Adoption Assistance + Autism Benefit + Employee Assistance Plan, including up to 10 free counseling sessions + Healthy You Incentives, wellness rewards program + Doctor on Demand, virtual doctor visits + Bright Horizons, child and elder care services + Teladoc Medical Experts, second opinion program + And more!

Work Environment and Company Culture

* Remote work environment with flexible scheduling

• Collaborative and dynamic team culture
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance
• Commitment to diversity, equity, and inclusion

How to Apply

If you are a motivated and customer-focused individual with a passion for aerospace technology, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion and welcome applications from qualified individuals from diverse backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Apply for this job