Chromalloy has expanded from a gas turbine parts repair business into an OEM supplier of production parts and advance repair and services for gas turbines used in aviation and power applications. Chromalloy serves the airline, military, marine and energy segments with a broad range of services at locations around the globe.
Chromalloy is a subsidiary of Sequa Corporation. Sequa Corporation is a diversified industrial company with operations in the aerospace, metal coatings and automotive industries. Sequa is a Carlyle Group Company. For more information, visit www.sequa.com
Summary: The Sr. Customer Support Specialist will be the primary point of contact within a Chromalloy operating unit for our customers. The Sr. Customer Support Specialist is responsible to ensure our customers have a uniform customer experience by following Chromalloy Customer Support policies and procedures.
Own the customer relationship and satisfaction - constant drive to ensure all aspects of the customer relationship is managed.
Drive to ensure the utilization of customer service best practices and utilizing consistent communication including all reporting documents, performance reports and quarterly business reviews.
Ensures that any issue is resolved quickly or gets escalated to the appropriate level.
Identify process and procedure improvements necessary to increase efficiencies and the customer experience.
Identify opportunity to enhance year over year revenue growth and customer retention.
Communicate the "voice of the customer" internally and externally through participation in day to day issues.
Drive the escape / crisis management process with timely communication when delivery or quality issues impact customers.
Responsible to ensure compliance to our customer contractual obligations.
Work safely following all health, safety and environmental rules and policies.
Demonstrate high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures.
With a positive attitude, demonstrate the ability to effectively participate in a team environment that promotes the company's goals and objectives.
Ability to apply common sense understanding to carry out instructions delivered in written, oral, or diagram form.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Continually look for ways to increase efficiency and productivity, while maintaining the required level of quality.
Establishing trust and credibility with customers, peers and Unit leadership.
Meeting one's objectives
Must be assertive in developing and applying structure and process where it may not exist today.
Ability to manage ambiguity and affect change in situations of limited direct responsibility
Thought Leadership - Intellectually sharp, analytical and critical thinker, capable and agile. Consistently challenges and improves thinking / decision making of team.
Action and Result Orientation - High energy, drive and sense of urgency. Consistently delivers top performance.
Personal Accountability - Owns actions and results; keeps commitments.
Respects & Values Diversity - Understands and takes advantage of a global diverse workforce and marketplace. Promotes and encourages diverse ideas and solutions from team.
Ethics - Demonstrates high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures.
Education:Bachelor degree or five years of related experience; or equivalent combination of education and experience.
Five (5) or more years Experience in a global high technology regulated industry such as aerospace
Sales, Business Development or Customer Management experience
Six sigma, lean manufacturing or CPEx experience preferred
Demonstrated understanding of customer requirements and focus to achieve these objectives
Strong decision-making skills and ability to use sound judgment and challenge assumptions when appropriate
Proven ability to communicate conclusions based upon analysis and findings.
Proven flexibility and ability to cope with pressure resulting from changing priorities and meeting tight deadlines and reporting requirements
Must demonstrate an effective communication skill / style to present complex ideas in a compelling and comprehensive manner.
Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.
Advanced MS Office Suite skills specifically using MS Excel and PowerPoint.
Chromalloy offers challenging assignments, great teams, development and training, and exciting opportunities to enhance your skills, abilities and knowledge.
Chromalloy maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. Please note that depending on the specific position, you may be required to pass additional medical tests, background checks, and/or other requirements.
Chromalloy is proud to be an Affirmative Action/Equal Opportunity Employer and participates in E-Verify. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. Sexual harassment, or any other kind of harassment, will not be tolerated. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.