Job Summary
Responsible for ensuring customer satisfaction to all Cirrus customers from the date the aircraft order is received through the delivery of their aircraft and beyond. The Associate Delivery Experience Advisor will assist the Delivery Experience Account Managers with all aspects of the pre-delivery and delivery process.
Duties and Responsibilities/Essential Functions
- Ensure every customers experience is a positive one and place the needs and expectations of the customer first
- Learn the order configuration process, record orders in the Main List, and cross-check configurations.
- Learn and understand SalesForce for recording orders
- Learn to use ERP to create customer and sales order numbers
- Assist with scheduling customer events that take place at Cirrus with necessary departments
- Assist with processing payments (initial deposits, progress payments, final payments, and Cirrus Bucks)
- Assist with refund requests and cancelations
- If necessary, reach out and coordinate with customer regarding initial deposit
- Learn to prepare delivery documents, present, and sign with customer
- Learn to maintain and revise checklist for proficiency
- Understand the coordination necessary with finance companies for documents required for funding
- Primary back-up coverage for the front desk (create name badges, order lunches, prepare training rooms, create In-House email, etc.)
- Order Floor Mats for all customers (coordinate by delivery date and delivery location)
- Set up subscriptions for customer deliveries
- Assist with financially closing orders
- Fill in for DEA deliveries when needed
- Gather customer information needed for Garmin warranty set up and provide to Garmin as needed
- Coordinate N and Aesthetics for unsold demo aircraft and ensure that information is available for production prior to their deadlines
- Process production waterfall change requests when needed
- Primary contact for pre-owned partners regarding archived aircraft information
Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Bachelors degree in Business, Business Admin, Aviation, Management, Hospitality or related field required.
- 2 years of customer service, marketing, sales, hospitality and/or aviation required.
- Interested in aviation
- Strong organizational skills and excellent customer service
- Excellent communication skills, both written and verbal Ability to demonstrate sound judgement and effective communication skills (written and verbal)
- Ability to effectively manage stress, including competing work demands and multiple projects at the same time.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Customer Focus - Builds strong customer relationships and delivers customer-centric solutions
- Resourcefulness - Secures and deploys resources effectively and efficiently
- Ensures Accountability - Holds self and others accountable to meet commitments
- Being Resilient - Rebounds from setbacks and adversity when facing difficult situations
- Situational Adaptability - Adapts approach and demeanor in real time to match shifting demands of different situations
Ensures Exceptional Customer Service:
- Energizes the Cirrus Service Essentials
- Strives to improve service performance.
- Anticipates guests needs and responds promptly.
- Displays guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Handles guest requests, problems, and complaints.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.
Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.
