Leonardo · 1 hour ago
Customer Service Representative
Philadelphia, PA, US
Full-time
Onsite
Mid Level
3+ years expLeonardo is a company seeking a Customer Service Representative to manage customer-facing and account management activities. The role involves handling customer communications, processing orders and warranty claims, and managing account-related tasks to ensure customer satisfaction.
AerospaceElectronicsSecurity
Responsibilities
Manage Front Line communications to all assigned customers, answering all inquiries (internal and external) by Email, Telephone, Business to Business, Fax, or other communication, and directing the communication where appropriate to internal departments as required
Manage the expectations of the customer, negotiating time lines for projects, and time lines for order expectations
Answer all customer complaints, queries, requests for information including all issues that may arise (Customer reporting requests for historical sales, Shipping Issues, Pricing Issues, Warranty Requests / Warranty Denials, Service issues, Order Statuses, etc...), escalating where appropriate to Management / Customer Support Management
Attend weekly/Bi-weekly meetings with customers regarding order book statuses, material updates, and general overview of the account (Coordinating with accounting, Customer Support Management, and Technical support to address all concerns / requests for information with the customer for the meetings
Process all inbound orders from customers quickly and accurately within 48 hours (80%+ should be completed in a maximum of 24 hours)
Process all arriving warranty claims within a maximum limit of 72 hours (80%+ should be completed in a maximum of 24 hours), including follow-up of claims needing additional information for adjudication (Incomplete claims, AOG Claims). Insure adjudications are transmitted to the customer, including rejected claims
Process all arriving quotation requests within a maximum limit of 72 hours, and insuring lead time requests follow the LHD Service Policy
Manage weekly follow-up of Customer Due materials (Cores Due, Rentals Due, Return Materials), including requests for paperwork, communication with the warehouse for statuses, and invoicing for non-return where appropriate
Identify orders or issues that require immediate escalation due to the situation, urgency, part availability, or critical status, and review for Management Escalation, Work stoppage or AOG upgrade
Manage pricing issues for ordered materials and quotations where SAP does not have active pricing, making requests to pricing department, request quotations from procurement to provide to the pricing department, calculate pricing for prorated materials, and insure pricing is updated in the system before shipment or invoicing of any materials
Manage customer account with Finance including credit limits, credit card payments, over limit statuses, requesting manual order release requests with accounting, and escalating issues to Customer Support Management where appropriate regarding credit limit status
Follow inbound shipments arriving for customer materials (Internal and External) to insure expedited processing within the warehouse, and immediate release of needed materials to customers
Research part number issues for arriving orders, quotations, and claims using technical resources (IETP Technical Catalogue, Product Support Engineering, Field Reps), insuring follow-up until correct material is identified. Includes having at least a basic knowledge of the AW Parts catalogues and drawings
Manage Customer Order Book daily, releasing orders and expediting orders due (internal and external), communicating with Material Planning, Procurement, Technical Support, International offices, for updates, escalating orders where appropriate to meet customer requirement dates / Service Policy Commitment Dates
Other tasks as assigned in support of the team activities
Qualification
Required
High School Diploma or equivalent required
Prior experience in customer service or related administrative support position
Three to five years of experience using SAP in a customer support environment
Have a good phone presence
Excellent written/oral communication skills
Present a professional demeanor
Company
Leonardo
Leonardo is a global security company that realises multi-domain technological capabilities in AD&S.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Bill Fredrickson
VP Sales & Business Development
Giorgio Mosca
Head of Digital Transformation & Sustainability Governance - Aeronautics Division
Recent News
2025-10-30
2025-05-23
Company data provided by crunchbase