Senior, Customer Solutions Specialist

Overview

Chromalloy is a global engineering & solutions company. We are a leading provider of aftermarket parts, repairs, and solutions that safely & reliably extend the life of aircraft engines and gas turbines. We develop, manufacture and repair critical turbine components for a range of engine platforms. Our solutions support the engines running the aerospace, energy and defense industries around the world.

Chromalloy employees are proud, passionate problem-solvers who strive to live our values every day. A career with Chromalloy is an opportunity to learn from top industry experts, work with important technologies, and unlock a passion for innovation. Join our team of experts, innovators and problem-solvers delivering world-class solutions for our customers. As a global company, we are committed to creating an inclusive environment where all employees feel represented, heard, and able to bring their best selves to work every day.

Be part of something bigger with Chromalloy!

Our Total Rewards Program is designed to support you today and in the future.

• Comprehensive and flexible benefit options starting on day one
  , including medical, dental, vision, EAP, wellness incentives, and 401(k) with employer matching.
• Development & progression opportunities for every employee – regular performance conversations, training and development curriculum, and engineering fellowship programs.
• Paid time off, including vacation, sick time, paid holidays, floating holidays, and parental leave—all eligible on your first day of employment
  !
• Competitive pay, including eligibility for quarterly and annual bonuses
  , depending on role and site.

Eligibility for individual benefit plans may vary based on employment status.

Summary: The Senior Customer Support Specialist will be the primary point of contact within a Chromalloy operating unit for our customers. The Senior Customer Support Specialist are experienced professionals responsible to ensure our customers have a uniform customer experience by following Chromalloy Customer Support policies and procedures and identify opportunities to increase revenue and/or profitability.

This role is an in-office position located in Phoenix, AZ.

• 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.
• Communicate the “voice of the customer” internally and participates in the resolution of 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.
• Identify opportunities to enhance year over year revenue growth via asset exchanges, fixed price exchanges, set management, scrap replacement sales or other opportunities to upsell.
• 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
• Build strong relationships with customers by…