Customer Support Specialist Boeing Job Opportunities

Customer Support Specialist 2\3

Location Renton, WA
Requisition Number12-1004866
Closing Date: 03/23/2012

Position Description

Provides support to a 24/7 365 a day Material Services customer support organization. Will be primary customer support focal for China region. Must speak Chinese (Mandarin, Cantonese or both) fluently. Will be assigned to 2nd shift due to location of customer. Answers customer phone calls and responds to customer request via electronic and other media. Uses multiple Boeing computer systems in a fast paced high stress environment. Responds to customer inquiries and provides information regarding Boeing products, services, processes and operation. Responds to customer and facilitates delivery problem resolution. Coordinates collection and processing of supplier and/or customer data and/or information regarding delivery of spare parts, provisioning products or related services. Enters, tracks, monitors and coordinates customer material, delivery requirements and returns for customer orders. Analyzes supplier and/or customer data regarding ordering and/or delivery of spare parts and provisioning products or related services. Analyzes and processes material returned from customers. Analyzes customer spare parts requirement inquiries, facilitates responses and resolvers delivery problems. Creates and monitors performance metrics. Creates, maintains and advances customer relationships. Develops an understanding of customer culture and business strategies. Interfaces with customers and internal Boeing resources. Works shift work based on the needs of the organization and customer.

Competencies

General

Adaptability

Generally understands changes in own and others' work-group tasks and situations as well as the logic or basis for change; generally seeks information about changes affecting own and fellow employees' jobs. Treats changes and new situations as opportunities for learning or growth; focuses on the beneficial aspects of change; speaks positively about the change to work group members, direct supervisor, and occasionally members of others work groups. Quickly modifies behavior to deal effectively with changes in the work environment; readily tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors.

Communication

Generally clarifies purpose and importance; stresses major points; follows a logical sequence. Usually keeps the audience engaged through use of techniques such as analogies, illustrations, humor, an appealing style, body language, and voice inflection. Frames the message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience. Generally seeks input from audience; checks understanding; presents message in different ways to enhance understanding. Uses syntax, pace, volume, diction, and mechanics appropriate to the media being used. Accurately interprets messages from others and responds appropriately.

Contributing To Team Success

Makes procedural or process suggestions to work group members, direct supervisor, and occasionally members of others work groups for achieving team goals or performing team functions; tries to provide necessary resources or helps to remove obstacles to help the team accomplish its goals; listens to and fully involves others in team decisions and actions; values and uses individual differences and talents; shares important or relevant information with the team; adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Customer Focus

Considers customers and their needs when performing and/or working with others on routine tasks; supports others and occasionally becomes directly involved in developing and sustaining customer relationships; assists more experienced employees in seeking information to understand customers' circumstances, problems, expectations, and needs; prepares information which more experienced employees will share with customers to build their understanding of issues and capabilities; considers how day-to-day actions or plans affect customers; responds quickly to help others address customer needs and resolve problems.

Quality Orientation

Generally follows established procedures for completing work tasks within own work group. Watches over job processes, tasks, and work products to ensure freedom from errors, omissions, or defects. Initiates action to correct quality problems or notifies others of quality issues as appropriate.

Technical

Boeing Knowledge

Basic - General knowledge of Boeing's organizations, processes, program plans, policies and procedures, and products required to effectively perform functional responsibilities of the occupation.
Preferred -Complete knowledge of Boeing's organizations, processes, program plans, policies and procedures, and products required to effectively perform functional responsibilities of the occupation.

Customer Service/Logistics

Basic - General knowledge of responsibilities and tasks performed by various Logistics departments/disciplines (e.g., Spares and Repair Parts, Training, Training Equipment, Ground Support Equipment, Modification Programs, Warranties). General knowledge of the interaction between departments/disciplines and how their products/processes affect one another and impact non-logistics processes (e.g., Engineering, Business, Operations).
Preferred -Complete knowledge of responsibilities and tasks performed by various Logistics departments/disciplines (e.g., Spares and Repair Parts, Training, Training Equipment, Ground Support Equipment, Modification Programs, Warranties). Complete knowledge of the interaction between departments/disciplines and how their products/processes affect one another and impact non-logistics processes (e.g., Engineering, Business, Operations).

Basic Qualifications For Consideration

Do you have experience working with customers and with customer support issues?
Do you have experience talking on the phone with customers on a daily basis?
Do you meet the criteria described in the 'Typical Education / Experience' section of this requisition?
Do you speak Chinese fluently (Mandarin, Cantonese or both)?

Typical Education/Experience

Level 2 - Bachelor's degree and typically 3 or more years' related work experience, a Master's degree and typically 1 or more years' related work experience or an equivalent combination of education and experience. Level 3 - Bachelor's and typically 6 or more years' related work experience, a Master's degree and typically 4 or more years' related work experience or an equivalent combination of education and experience.

If you meet the requirements listed above, please send application and CV to our email address provided below
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