Customer Support Solutions Specialist

5 days ago


Melbourne, Victoria, Australia Bell Full time

Job Overview:

Bell is seeking a skilled Customer Support Solutions Specialist to join our team. This individual will be responsible for providing top-notch support to our customers, working closely with various functional areas to resolve complex issues.

Key Responsibilities:

  1. Escalated Matters: Handle priority customer support matters, including alternate part number options, IPC research, lost shipments, and part invoice disputes.
  2. Customer Inquiries: Respond to customer inquiries in a timely and accurate manner via multiline calls and emails.
  3. Cross-Functional Collaboration: Work with various teams to troubleshoot issues and provide exceptional support during critical situations.
  4. Metrics and Reporting: Collect and report metrics to leadership, identifying trends and suggesting measures to address them.
  5. Technical Knowledge: Utilize technical expertise to assist customers with complex problems.
  6. Return Authorization: Authorize returns of goods and make determinations on part exchange versus new part costs.
  7. AOG Support: Identify AOG events, prioritize, and resolve customer issues using technical expertise and discretion.
  8. Issue Resolutions: Provide thorough support to customers with utmost professionalism, representing the Customer Support space.
  9. Logging and Reporting: Log information into Salesforce accurately and timely, generating reports from Salesforce and PowerBI as needed.
  10. TAPD Support: Support Textron Aviation Parts and Distribution organization and specific projects or objectives.


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