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Senior Customer Services Specialist – RMA

Reporting to the Customer Service Manager, Professional Services, the Senior Customer Services Specialist serves a global customer base in conjunction with the Professional Services team and is the primary interface to designated customers and authorized purchasing representatives for Curtiss-Wright PacStar products and services.

We Take Care of Our People:

Paid Time Off **I** 401K with Employer Match and Profit Sharing **I** Health and Wellness Benefits **I** Learning and Development Opportunities **I** Referral Program **I** Competitive Pay **I** Recognition **I** Employee Stock Purchase Plan (https://curtisswright.com/investor-relations/overview/default.aspx) **I** Inclusive & Supportive Culture (https://careers.curtisswright.com/en/who-we-are/)

Your Challenge:

+ Primary focus will be on the management of customer RMA deliverables, and timely, accurate provision of status from receipt to shipment

+ Secondary focus will be supporting Order Management Desk as needed to surge during peak times.

+ Accurate and timely entry of complex customer purchase orders, including fresh lot and repair orders

+ Tracking and expediting internal Contract Reviews and Order Acknowledgement/Acceptance

+ Day to day administration of the RMA inbox and purchase order log in MS Sharepoint, and support case management in Sales Force.

+ Partnering with Professional services, Production, Purchasing, and Accounting teams to support customer reports and deliverables

+ First line of support for RMAs in interfacing with the customer for day-to-day issues, primary liaison between the customer and other internal departments, including Purchasing, Accounting, Production, Warehouse/Shipping, and Post Sales installation teams

+ You own the customer problem until resolved and serve as the customers advocate for repairs.

+ Effectively communicate details of customer RMAs to the customer as it progresses through the repair process.

+ Effectively communicate details of customer RMAs to various internal teams to ensure all requirements are met

+ Work closely with Professional Services to ensure customer satisfaction and drive activities that support the customer

+ Participate in customer conference calls and meetings as required

+ Escalation of issues to Customer Service Manager or Director of Professional Services

+ Rescheduling or renegotiating contractual delivery dates with customers

+ Host and attend internal meetings to mitigate possible risks to on-time delivery performance

+ Some travel will be required

+ Other duties as assigned

Your Expertise:

+ Bachelor’s degree or equivalent experience

+ Experience in customer service, RMA/Repair processing, Order Management or related experience

+ Excellent organizational and interpersonal skills

+ Be adaptable and comfortable in a fast-paced, dynamic work environment

+ Superior communication, decision making, and teaming skills, and willing to do whatever is needed to provide the best possible experience for both internal and external customers

+ Ownership of the customers problem, while seeking a solution.

+ Highly motivate, ability to coordinate tasks across multiple groups

+ Strong computer skills including MS-Office, MRP, and CRM systems (SAP or Pivotal knowledge is preferred)

+ Attention to detail is critical, to ensure that repair orders are complete and correct.

+ Negotiating skills and abilities an asset – always aiming for “win-win”

+ Understanding of International Traffic in Arms Regulations (ITAR) processes and associated export policies and restrictions

Who We Are:

Our Values (https://www.curtisswright.com/company/sustainability/core-values/default.aspx)

Environmental, Social and Governance

Pacific Star Communications, a Curtiss-Wright company, designs, manufactures and integrates hardware and software systems that enable rapid deployment of enterprise-class communications anywhere in the world. Intuitive and wizard-based, IQ-Core Software simplifies setup and enables management of these complex deployed networks by users with limited training. Our systems are used in mission-critical environments including military and disaster recovery - that demand the highest possible levels of quality. Innovation, creativity, and quality are built into our DNA here at PacStar and we look for the same in our employees. In return, we offer a rewarding environment in which our employees can thrive.

\#LI-YH1

_No unsolicited agency submittals please. Agency partners must be invited to participate in a search by our_ **_Talent Acquisition Team ([email protected])_** _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 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, sexual orientation, gender identity, physical or mental disability, age, ancestry, legally protected medical condition, family care status, marital status, religion, veteran status, national origin, or any other legally protected status. If you require accommodation during the recruitment process, please contact Talent Acquisition. ([email protected])

For US Applicants: EEO is The Law – click here for more information. (https://www.eeoc.gov/poster)

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

Join the WRIGHT Team!

Over 95 years of growth, Curtiss-Wright is an integrated, market-facing global diversified industrial company and remains a technology leader through this legacy of innovation. Through three well-balanced segments – Aerospace & Industrial, Defense Electronics and Naval & Power, we remain focused on advanced technologies for high performance platforms and critical applications. Diversity, commitment to excellence and dedication to the spirit of pioneering innovation continue to drive the employees of Curtiss-Wright.

Our Values

What makes a world-class organization? It all begins with core values that provide a strong foundation for success. Simple in theory, the values of Curtiss-Wright are reflected in every aspect of our operations. To our employees, these are more than words on a wall – we all take these values to heart in our relationships with our customers and each other.

Leadership

We lead based on vision and strategic direction, empowering employees to reach goals through thoughtful and decisive action.

Customer Focus

We are committed to achieving total quality by meeting our customers’ expectations and delivering products and services in a timely fashion.

Teamwork & Trust

Working in a spirit of trust and collaboration, we actively encourage employees to contribute their ideas and innovations to keep our company moving forward.

Respect for People

We believe that people are our most valuable asset and will always do the right thing in our dealings and interactions with all employees.

Integrity

We will act with the highest integrity in all of our business relationships and strategic partnerships.

What We Offer Our Employees:

**Opportunity:** As part of the Curtiss-Wright team, you have the opportunity each day to transform the way customers do business, as well as transform your career. Our entrepreneurial environment provides you with excellent experiences that enable you to develop your skills through stretch assignments and the opportunity to work with the best talent in the industry. You will have the opportunity to contribute from day one!

**Challenging Work:** The work we do here is not only challenging, but it is meaningful to our customers, our employees and the communities in which they live and work. You are given the chance to work on some of the most advanced technology projects in the world. Now that something to be proud of!

**Collaborative Environment:** The teamwork among our exceptionally talented people enables us to deliver some of the most advanced solutions to our customers.