Senior, Customer Solutions Specialist

Chromalloy is a global engineering & solutions company. We are a leadings 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.

Video: What We Do

Why work at Chromalloy?

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.

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.
• 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.

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
• Build strong relationships with customers by responding quickly and truthfully to requests and building trust.

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.
5. Ethics - Demonstrates high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures.

Qualifications:

Minimum Requirements:

Education: Bachelor's degree or five years of related experience; or equivalent combination of education and experience.

Experience: 5+ years experience in highly regulated industry or aerospace with experience in Sales, Business Development or Customer Support. Experience in aviation material purchasing or sales preferred.

Skills:

• Demonstrated understanding of customer requirements and focus to achieve these objectives
• Strong decision-making skills and ability to use sound judgment and challenge assumptions when appropriate
• Proven ability to communicate conclusions based upon analysis and findings.
• Proven flexibility and ability to cope with pressure resulting from changing priorities and meeting tight deadlines and reporting requirements
• Must demonstrate an effective communication skill / style to present complex ideas in a compelling and comprehensive manner.
• Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.
• Advanced MS Office Suite skills specifically using MS Excel and PowerPoint.

Due to government regulation only US persons (U.S. citizen, U.S. naturalized citizen, U.S. permanent resident, holder of U.S. approved political asylee or refugee status) may be considered for this role.

Chromalloy participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Any offer of employment will also be conditioned upon the successful completion of a background investigation and drug screen in accordance with company policy and applicable federal and state regulations.

Chromalloy is an equal opportunity employer - vets/disabled.

In the United States, if you need a reasonable accommodation for the online application process due to a disability, please contact: https://www.chromalloy.com/contact-us/