Entry Level Customer Support Specialist (Call Center)

About the position Boeing Global Services is seeking an Entry Level Customer Support Specialist (Call Center) to provide superior customer service to end users in support of our Supply Chain Call & Contact Center team based in Dallas, TX. The organization operates 24/7, 365 days a year, which necessitates schedule flexibility for assignment to work any shift. This role is crucial in responding to customer inquiries regarding commercial aircraft spare parts orders and providing information about Boeing products, services, processes, and operations. The ideal candidate will possess a willingness to learn, some customer service experience, and a strong desire to deliver world-class customer support. This position involves significant direct communication with external customers and coordination with internal stakeholders via email and phone throughout each shift. The responsibilities of the Entry Level Customer Support Specialist include retrieving, researching, and resolving specific customer emails and service requests. The specialist will enter, track, monitor, and coordinate customer order delivery requirements, analyze customer spare parts inquiries, and facilitate responses to resolve delivery problems. Additionally, the role requires advising customers on order status, changes, or improvements and following up on issues related to their accounts. The specialist will manage multiple orders and research lists for specific customers, analyze data to identify trends or issues, and support Customer Program Managers by maintaining reports and managing customer expectations. This position is hybrid, requiring some onsite work in Dallas, TX, at the hiring team's discretion, which may change in the future.

Responsibilities

• Retrieve, research and resolve specific customer emails and Service Requests

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• Enter, track, monitor and coordinate customer order delivery requirements

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• Analyze customer spare parts requirement inquiries, facilitate responses and resolve delivery problems

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• Advise customers regarding order status, changes or improvements of orders and follow up with customers on issues related to their accounts

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• Manage multiple orders and research lists for specific customers

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• Research and analyze data to identify trends/issues regarding specific customers

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• Support Customer Program Managers (CPM) by maintaining reports, customer data and managing customer expectations

Requirements

• 1+ years of experience in customer service or a support organization

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• 1+ years of experience interfacing with external customers and responding to support requests

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• 1+ years of experience with Microsoft Office Products like Outlook, PowerPoint, Excel, and Word

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• Experience and/or knowledge of Basic Supply Chain principles

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• Ability and willingness to work a 3/36 shift (Friday, Saturday, Sunday 12 hours each day)

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• Ability to work evening shifts and/or midnight shifts as assigned

Nice-to-haves

• 1+ years of experience in aviation or aerospace, preferably in a customer service/support environment

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• 1+ years of experience with SAP in support of Supply Chain functions

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• 1+ years of experience with Customer Relationship Management (CRM) tools, systems, and processes

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• 1+ years of experience working with supply chain strategies (e.g., inventory reduction, parts kitting, supplier consolidation, optimum flow, lead-time reduction)

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• Adaptability to changing environments and customer needs

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• Ability to work independently and collaboratively with a cross-functional team

Benefits

• Health insurance

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• Flexible spending accounts

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• Health savings accounts

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• Retirement savings plans

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• Life and disability insurance programs

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• Paid and unpaid time away from work

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