MRO Administrator

Description

This role’s purpose is to maintain friendly and effective communications with customers while constantly managing customer orders and providing status of existing orders. This position fields customer requests for MRO returns and repairs, creates work orders, and provides exemplary customer service. 

Customer Requests, Orders, & Quotes

1. Supports all customer communication and ensures escalation of critical issues.
2. Process return material authorization requests for MRO within 24 business hours for all basic returns. The expectation is within 24hours the customer should at least receive a response to their request.
3. Prepare customer quotes, process orders, and communicate order status to customer when necessary.
4. Monitor the MRO email account for customer requests.
5. Respond to all customer inquiries within 24-business hour timeframe. Provide timely customer order updates. Communicate quality issues to the customer and status throughout the repair process.
6. Accurately process high volumes of customer requests through ERP system.
7. Receive requests for quotes, shipping information, return authorizations, regulation information, invoicing, etc via email. 
8. Champion customer needs and assure customer expectations are met. 
9. Collaborate with ERP System, MRO management tech''s, etc to determine lead time for customer prior to committing to delivery date. Delivery date determination completed within 24 hours.
10. Collaborate with Accounting as needed on delinquent customer accounts to ensure payment requirements are communicated to the customer.
11. Completion of risk management to onboard new customers. 
12. Work with Customer open order reports which may require weekly meetings to provide status or delay updates.

Other Requirements & Responsibilities

Documentation Support and Continuous Improvement

1. Assist with material pulling in the stockroom to work orders that are ready to process as needed.
2. Solve basic ERP and  Paperwork issues and refer more complex issues to senior technicians. 
3. Work with direct manager to set and maintain a personal development plan to continue to grow skills and abilities,
4. Identify process improvements with the goal of increasing efficiency and elevating to leadership.

Requirements

Minimum Qualifications

• High School Diploma or GED. 
• Minimum 2 years of experience in a customer service-related position.
• Technical fluency in Office products (Excel required) and familiarity with ERP system.