Customer Solutions Specialist

The Customer Support Specialist will be the primary point of contact within a Chromalloy operating unit for our customers.  The Customer Support Specialist is responsible to ensure our customers have a uniform customer experience by following Chromalloy Customer Support policies and procedures.

Primary Accountabilities:


* 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. 

Challenges:


* 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

 

Competencies:
1.

Thought Leadership – Intellectually sharp, analytical and critical thinker, capable and agile.

Consistently challenges and improves thinking / decision making of team.
2.

Action and Result Orientation – High energy, drive and sense of urgency.

Consistently delivers top performance.
3.

Personal Accountability - Owns actions and results; keeps commitments.
4.

Respects & Values Diversity – Understands and takes advantage of a global diverse workforce and marketplace.  Promotes and encourages diverse ideas and solutions from team.
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