Join arenaflex, a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry, on a journey to redefine the future of aerospace technology. As a Customer Support Analyst on our 2nd shift team, you will play a vital role in providing exceptional support to our customers, ensuring their needs are met, and their issues are resolved efficiently.
arenaflex is a company that values innovation, collaboration, and customer satisfaction. We are committed to delivering cutting-edge solutions that meet the demands of a rapidly evolving global market. Our team of experts is passionate about solving complex challenges and making a meaningful impact in the aerospace industry.
**About the Role**
We are seeking an experienced Customer Support Analyst to join our remote team, working a 2nd shift schedule: Monday - Thursday 3pm - 1am EST OR Thursday - Sunday, 3pm - 1am EST. As a Customer Support Analyst, you will be the primary point of contact for our customers, providing support for their aftermarket MRO and spares orders. You will work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues.
**Key Responsibilities**
* Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, & Brokers, providing support for their aftermarket MRO and spares orders.
* Provide customer support for navigation and utilization of our global Spares and Technical Service customer portal.
* Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer accounts, and address customer concerns.
* Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide.
* Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM & ERP systems.
* Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues.
* Ensure all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately.
* Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles.
* Attend off-shift team & organization-wide meetings.
**Qualifications**
* Typically requires a University Degree and less than 2 years of prior relevant experience or in absence of a degree, 6 years of relevant experience.
* Experience with SAP or similar ERP system to input & retrieve information.
* Experience with managing the life cycle of customer orders from point of order entry to shipment.
* Experience with customer support/account management and business processes.
* U.S. Person (U.S. citizen, permanent resident, refugee or asylee) as defined here:
**Preferred Qualifications**
* Previous experience in Aerospace would be advantageous.
* IT & Analytics knowledge would be helpful.
* Knowledge of how Shipping & Logistics operate.
* Multi-cultural experience of dealing with other countries.
* Experience in resolving customer complaints and problems.
* Experience with MS Outlook, Excel, PowerPoint, Word.
* Robust numerical, written, and verbal communication and reasoning skills.
**What We Offer**
arenaflex offers a competitive benefits package, including:
* Medical, dental, and vision insurance
* Three weeks of vacation for newly hired employees
* Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
* Tuition reimbursement program
* Student Loan Repayment Program
* Life insurance and disability coverage
* Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
* Birth, adoption, parental leave benefits
* Ovia Health, fertility, and family planning
* Adoption Assistance
* Autism Benefit
* Employee Assistance Plan, including up to 10 free counseling sessions
* Healthy You Incentives, wellness rewards program
* Doctor on Demand, virtual doctor visits
* Bright Horizons, child and elder care services
* Teladoc Medical Experts, second opinion program
* And more!
**Work Environment and Company Culture**
arenaflex is a remote-friendly company that values flexibility and work-life balance. Our team is passionate about innovation, collaboration, and customer satisfaction. We are committed to delivering cutting-edge solutions that meet the demands of a rapidly evolving global market.
**Compensation and Benefits**
The salary range for this role is $55,000 USD - $107,000 USD. The salary range provided is a good faith estimate representative of all experience levels. arenaflex considers several factors when extending an offer, including but not limited to, the role, function, and associated responsibilities, a candidate's work experience, location, education/training, and key skills.
**How to Apply**
If you are a motivated and experienced Customer Support Analyst looking for a new challenge, please apply to this role. arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
Apply now and be part of the team that's redefining aerospace, every day.