Customer Service Specialist

Position Summary-
Maintains customer satisfaction by providing product, service, account, and pricing information.. Typically responsible for groups of accounts that are moderately complex or where account relationships are well-established. Serves as the primary point of coordination for preparing, issuing, and tracking customer quotations and pricing requests, working closely with divisions, contracts, and sales to ensure quotes are accurate, competitive, and delivered on time.

Essential Functions-
1. Administers customer accounts by reviewing service and/or spare product requirements to existing terms and conditions of purchase orders or maintenance agreements.

2. Establishes and maintains customer relationships through courteous and efficient servicing of customer requests.

3. Prepares and submits correspondence in response to customer requests. Maintains an appropriate level of confidentiality regarding customer and company matters.

4. Administers the pricing and quotation process by logging incoming requests for quotation (RFQs), verifying completeness against customer requirements, completing cost and pricing analysis, and routing to divisions for cost development within established turnaround times.

5. Reviews draft quotations and proposals for pricing reasonableness, formatting, and consistency prior to customer submission, and maintains price lists, quote logs, and pricing history records.

6. Coordinates with various functions of the company (e.g. quality, shipping/receiving, accounting, order entry, planning, and shop personnel) on customer and pricing issues.

7. Tracks open quotes and follows up proactively to prevent expired or stale pricing and communicates quote status updates to customers and internal stakeholders.

8. Releases repairs to production when customer approval is received by submitting work order to scheduler and updating sales order with delivery date and repair costs. Develop action plans to address past due items. May have oversight of order entry activity and shipping for spares.

9. Ensures the accuracy of pricing/quote records by monitoring customer accounts and preparing reports (i.e. open quote status).

10. Maintains pricing files, rate sheets, and customer-specific pricing agreements in the applicable ERP/quoting system, ensuring data is current, accurate, and consistent with approved pricing guidance.

11. Contributes to continuous improvement activities and recommends cost reduction suggestions and/or ways to improve the quality of service and the efficiency of the quoting process.

12. Develops knowledge of procurement practices and FAA regulations, Parker products and manufacturing processes, pricing policies, and customers.

13. Supports the team by accomplishing related results as needed. Work assignments may include cross-functional or project team assignments, including pricing or proposal support.

JOB REQUIREMENTS

QUALIFICATIONS

Education and Experience

One to two years of related college level courses, certificate completion, or related job training in Business, Finance, Economics, Engineering, Data Analytics, or a related field that has provided both theoretical and practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through four or more years of related experience in administrative, marketing/customer service, pricing, or product support areas.

Knowledge, Skills and Abilities

Knowledge and understanding of customer service and pricing/quotation administration policies and practices, and FAA regulations including government procurement if applicable. General knowledge of Parker products and manufacturing, inspection and repair processes. General understanding of, and ability to apply, continuous improvement methods.

Ability to work on assignments that are moderately complex where judgement is required in evaluating information, resolving problems, and making pricing or service recommendations. Ability to work with only general work direction, with no instructions usually given for routine work and general instructions given for new or special assignments.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to calculate amounts such as discounts, proportions, percentages, and quote pricing, and to present ideas, facts, and technical information clearly. Ability to communicate effectively and respond to pricing inquiries and complaints from customers or regulatory agencies.

Ability to use standard business software applications and specialized spreadsheet, quoting, and database systems (e.g. manufacturing resource planning (MRP), financial, accounting, and pricing data). Ability to effectively demonstrate team member competencies and participate in goal-setting, performance feedback, and self-development activities.

Pricing Coordination Skills

• Working knowledge of quotation preparation, RFQ intake, and pricing workflow coordination, typical of pricing coordinator roles across the aerospace industry.

• Ability to maintain accurate pricing files, quote logs, and customer-specific rate agreements within ERP or quoting systems.

• Ability to track open quotes, follow up on expiring pricing, and coordinate between sales, price estimating, and contracts to keep the quotation process moving.

• Attention to detail in reviewing quotes for accuracy and consistency prior to customer submission.

• Familiarity with aerospace regulatory and compliance considerations relevant to pricing, such as FAA and applicable government contracting requirements.