Customer Service Representative at RPS North America

Tulsa, Oklahoma, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Aerospace, DefenseIndustries

Requirements

Ability to resolve customer requests, questions, and complaints requiring analysis of situations
Proficiency in using ERP systems to research and analyze customer situations
Familiarity with contract requirements, lead-times, pricing verification, and customer-specific needs
Knowledge of NADCAP and company requirements for POs
Ability to work independently under minimal supervision
Capacity to function as a productive, contributing, and responsible team member
Willingness to cross-train and support customer service team objectives
Familiarity with all job tools

Responsibilities

Serve as the point of contact with external customers, processing sales orders
Resolve customer requests, questions, and complaints
Maintain positive relations with customers and achieve 100% on-time delivery through proactive management
Act as customer focal for questions, concerns, and problem resolution
Serve as liaison between customers and various departments, including plant personnel, to facilitate flow of materials, tooling, paperwork
Manage and coordinate customer short flows, AOGs (aircraft on ground), including negotiating due dates
Communicate with Production, scheduling, shipping, and purchasing to acquire and report dates to customers
Proactively review delivery schedules via system reports and customer portals
Review customer sales orders: filter FAI orders, verify pricing, verify lead times on sustaining orders
Manage incomplete POs with customers to ensure compliance
Relay customer changes (address, locations, contacts) to proper personnel
Act as main contact and resident expert for assigned customers on issues like contracts, lead-times
Review P.O.C.’s and new order entry reports, apply changes or determine actions
Proactively review and manage delivery schedules, handle delinquencies, provide status updates
Identify potential problems, propose alternatives, request/track expedite costs
Coordinate efficient flow of product through manufacturing process
Utilize capacity management to maximize throughput and meet demands
Review, manage, and execute orders to manufacturing as needed by site
Build long-term customer relationships as goodwill ambassador and problem solver

Skills

Key technologies and capabilities for this role

Customer ServiceSales Order ProcessingComplaint ResolutionCustomer LiaisonOn-Time DeliveryAOG ManagementProduction CoordinationSchedulingShipping CoordinationCustomer Portals

Questions & Answers

Common questions about this position

What are the main responsibilities of the Customer Service Representative?

The CSR serves as the point of contact with external customers, processes sales orders, resolves requests, questions and complaints, and focuses on achieving 100% on-time delivery through proactive management.

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills or experience are needed for this customer service role?

Key skills include resolving customer issues requiring analysis, using ERP systems for research, proactive delivery schedule management, coordinating between departments and customers, and expertise in contract requirements and lead times.

What is the company culture like at Sonaca North America?

The company is driven by a passion for innovation and commitment to excellence, with a team of experts dedicated to aerospace and defense solutions using the latest technologies for reliable, safe, and efficient products.

RPS North America

Global consulting firm for diverse sectors

About RPS North America

RPS North America provides consulting and advisory services across various sectors, including property, energy, transport, defense, government services, and water resources. The company helps clients, which range from large corporations to non-profits, navigate complex challenges and achieve regulatory compliance through a wide array of services. These services include management consulting, environmental consulting, project management, and digital solutions, among others. RPS North America stands out from its competitors by leveraging its deep expertise and global presence to deliver tailored solutions that meet specific client needs. The company's goal is to drive sustainable growth and address critical issues such as infrastructure development and risk management, ensuring a consistent demand for its high-value services.

Delft, NetherlandsHeadquarters

1970Year Founded

$31.5KTotal Funding

ACQUISITIONCompany Stage

Consulting, Energy, Enterprise SoftwareIndustries

5,001-10,000Employees

Risks

Increased competition from AECOM with new regional director.

Acquisition by Tetra Tech may impact client relationships.

Internal competition from NEO Material Development Kit could cause brand confusion.

Differentiation

RPS Group offers a wide range of consulting and advisory services.

The company has a strong focus on sustainability and environmental consulting.

RPS leverages its global presence and multidisciplinary teams for tailored solutions.

Upsides

Increased demand for environmental consulting due to global sustainability focus.

Growing interest in digital transformation aligns with RPS's expertise.

Expansion of green finance offers new project opportunities for RPS.

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