Customer Support Specialist (Full Time)
Department: All Openings

Position Summary

Coordinates and assists with the Customer Support activities of Piper’s product and business lines. Performs a variety of duties, procedures, and functions necessary to maintain the efficient administrative operation of the Customer Support Department. Communicate effectively with Dealers, Customers and internal departments while conducting parts and warranty processing and addressing inquiries and requests. Ensures service center agreements are current and meet required criteria. Coordinates meeting logistics and travel arrangements.

Essential Job Functions

•Coordinate the creation of the annual media schedule and work with spaneting designer to schedule and place advertising accordingly

•Communicate effectively with Dealers, Customers and internal departments as it relates to the Customer Support Department

•Perform duties including but not limited to filing, answering telephones and drafting correspondence

•Correctly route incoming telephone calls to appropriate personnel

•Perform duties including parts and warranty processing for Piper’s Service Center

•Assist in the warranty processing process as it relates to Dealers’ Service Centers/Fleet Operators

•Maintain office files (hard and soft copies), and records as required.

•Prepare a wide variety of materials such as reports, charts, graphs, forms, etc. ensuring accuracy and timely completion

•Ensure Piper Approved Service Center Agreements are current and meet all criteria

•Responsible for ensuring website queries/requests for information are addressed in a timely fashion, ensuring full and complete satisfaction of dealers and customers

•Oversee the after-hours answering service system, ensuring accurate reporting is provided from the system and that all queries/request are processed in a timely manner

•Ensure department metrics and data bases are updated and distributed on a timely basis

•Maintain department office supply inventory levels

•At leadership direction, assists with compiling and processing weekly timesheets for department 2221, 2222 & 2271

•Respond to routine requests or questions with standardized action or answers

•Schedule appointments and meetings, and reserve conference rooms as required

•Coordinate and conduct follow-up procedures associated with executive level meetings

•Attend Company trade shows as requested

•Coordinates travel arrangements according to Company Policy

•Interface with personnel throughout the Company as well as external customers or suppliers

•Prepare presentations and spreadsheets using Microsoft PowerPoint and Excel software

•Administer and perform special projects and other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities. May be required to train and assist other employees, effectively partnering and collaborating on department and cross-functional organizational initiatives.