Raytheon Technologies Customer Support Representative (Remote/Hybrid) in Brea, California
United States of America
HCA11: Brea H&W 2727 Imperial Highway, Brea, CA, 92821 USA
This position is for a Sr. Customer Support Representative who will work under limited supervision. Team member will be an expert on the customer account base that they support, and will be a voice of the customer within the business. They will be the first point of contact for our customer, and will use their business judgment to assess customer concerns / needs to ensure requirements are addressed by the appropriate team members. Team member will be responsible for customer portal management. They will be responsible for maintaining the customer master profile and understanding the basic requirements of the customer account. They will maintain expert level status on the customer to assist leadership and other team members on understanding customer perspective within the business. They will ensure quotes, orders and RMA’s are processed correctly. They will interface with customers on escalations, and issues. They will be knowledgeable of customer contracts terms and conditions. They will provide consultation support to the leadership and site on customer expectations and needs that affect sales projections and cash collection. They will recommend course of actions to be taken to meet customer and company needs. They will participate in mentoring of new team members. They will manage electronic filing of customer related documentation and record retention expectations for department. Team member will take an active role in managing customer expedites, zero hour returns, AOG, and past due orders to delight our customers.
This position can work remotely or with a hybrid schedule at our Brea, CA facility.
Manage customer performance for all aspects for contract administration including purchase order review
Make presentations to customers as needed
Host customer visit – either at customer location or at company site
Develop and enforce standard work and work instructions
Participate in internal and external audits
Analyze customer data trends to support demand decision changes
Responsible for customer master profile management & customer master record updates
Support and engage in root cause analysis to support customer satisfaction
Responsible for customer scorecard management and on time delivery thru reporting and portal updates
Manage and track license consumption as authorized license owner
Manage and drive requirements for expedited and AOG orders
Maintain up to date records
Knowledge and ability to address medium complexity customer based problems and implement resolution
Ability to work independently on projects and to seek assistance when needed to support customer needs
Responsible for various reporting activities as required by customer
Manage customer account receivables disputes by monitoring invoices
Provide support on delivery and quality issues for customer base
Assist in administrative tasks as needed
Prioritize work in a fast-paced environment
Develop a basic understanding of export regulations, customs valuation and jurisdiction/classification of commodities and technology
Provide cross functional support to support team members
Participate in ACE/CORE initiative
Bachelor’s degree and 2 years of prior relevant experience OR In absence of a degree, 6 years of relevant experience is required
Must be a U.S. Person/Permanent Resident “Green Card” holder
Experience managing key accounts which include large customer bases
Strong written and verbal communication skills
High proficiency in MS Office suite
Experience with SAP
Demonstrated ability to collaborate and communicate with individuals across all levels of an organization
Aerospace industry experience
Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.
The high quality products we design, test and produce in our Mechanical Systems help millions of passengers reach their destinations safely – every day! From landing systems and actuation to propellers, flight controls and hoist and winch – the products we manufacture work together behind the scenes to enhance the overall flight experience. We delight our customers with superior products and best-in-class service. Our global team is committed to continuous improvement – we work hard to make our solutions lighter-weight, stronger and more technically advanced, so that plane travel can be safer, more affordable and more sustainable in the years to come. We are looking for the best and brightest to fly and land with us!
Collins Aerospace Diversity & Inclusion Statement:
Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.
WE ARE REDEFINING AEROSPACE.
Some of our competitive benefits package includes:
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
Life insurance and disability coverage
Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal
Ovia Health, fertility and family planning
Employee Assistance Plan, including up to 5 free counseling sessions
Redbrick - Incentives for a Healthy You
Doctor on Demand, virtual doctor visits
Best Doctors, second opinion program
Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.
Background check and drug screen required (every external new hire in the U.S.)
Drug Screen only performed on re-hires who have been gone for more than 1 year
At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.
Apply now and be part of the team that’s redefining aerospace, every day.
Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms
Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.