Customer Service Representative

We have an amazing opportunity for a Customer Service Representative to join our world class organization in Ottawa, ON!

As the Customer Service Representative, you work with various departments to meet moderately complex maintenance services sales goals.  You will maintain direct contact with customers before and/or after the sale. You will support the Program Management Office by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).

Location: Ottawa, ON- Onsite Position

We Take Care of Our People

Paid Time Off I RRSP with Employer Match I Health and Wellness Benefits I Learning and Development Opportunities I Competitive Pay I Referral Program I  Recognition I Employee Stock Purchase Plan I Inclusive & Supportive Culture *

Your Challange:

• Primary focus will be on the management of customer deliverables, and timely, accurate provision of status from receipt to shipment and receipt of customers' orders

• Extraction and analysis of data contained in MRP and CRM systems to produce monthly/quarterly metrics to support internal and external business reviews

• Accurate and timely processing of new sales orders

• Tracking and expediting internal Contract Reviews (CRs) and Order Acknowledgement/Acceptance (OA)

• Rescheduling or renegotiating contractual delivery dates with customer and escalate issues to PM if required

• Liaison with designated PM representative to provide additional status as required to the customer on Engineering Change Orders (ECOs)

• Responding to issues brought up by the customer and use of sound judgment to provide resolution to the customer or escalate issues to PM where appropriate

• First line of support in interfacing with the customer for day-to-day issues, acts as primary liaison between the customer and other internal departments

• Effectively communicate details of customer orders to various internal teams to ensure all requirements are met

• Attend internal meetings to mitigate possible risks to on-time delivery performance

• Ensure that appropriate CW Sales Managers are kept informed of order status and scope changes originating at the factory

• Participate in customer conference calls and meetings, standing in for PM as required

• Work closely with the PM to ensure customer satisfaction and drive activities that support the customer

• Liaison between Transactional Shared Services and customer to resolve outstanding receivable issues.

Your Expertise:

• 4-6 years of technical customer service experience (environment dealing with people) and working in a structured role with administrative duties

• High school diploma or equivalent required, Associate's degree preferred

• MRP/ERP experience required (SAP preferred)

• Proficient in MS Office, specifically MS Word and MS Excel

• Must be a US Citizen

Skills:

• Self-starter who takes initiatives in driving issues to resolution with demonstrated problem solving skills

• Ability to multi-task and work under pressure in a fast paced environment

• Excellent verbal and written communication skills

• Strong organizational and time management skills

• Effective team player and decision maker

Who We Are:

Our Values

Environmental, Social and Governance

At our world-class manufacturing and design facility in Ottawa, Ontario, we manufacture rugged products optimized for high-mix, high quality and small batch sizes typical of military requirements.  Equipped with the latest assembly, cleaning, coating and inspection equipment, our operations are AS9100 and ISO-9001 certified and we comply with the highest standards of workmanship defined by IPC and J-STD specifications.  All materials and processes are controlled by our enterprise-wide SAP and MES systems which offer full component traceability to individual products by serial number.

To learn more visit Ottawa, Ontario | Curtiss-Wright Defense Solutions (curtisswrightds.com)

No unsolicited agency submittals please.  Agency partners must be invited to participate in a search by our Talent Acquisition Team and have signed terms in place prior to any submittal.  Resumes submitted directly to any Curtiss-Wright employee or affiliate will not qualify for fee payment, and therefore become the property of Curtiss-Wright.  

Compliance Statement

This position may require exposure to export-controlled information and subject to additional security screening.  In the event information provided during the security screening reveals ineligibility to access export-controlled information, any offer of employment may be reconsidered or withdrawn. 

Curtiss-Wright values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.