Order Management Specialist

Pilot John International® (PJi®) stands at the forefront of the aviation industry by providing innovative, customer-driven solutions for aircraft maintenance equipment and supply needs. Pilot John International® (PJi®) is committed to being the premier global source for ground support equipment (GSE), aircraft parts, avionics and test equipment, consumables, and pilot supplies. With decades of experience and a dedicated team, we deliver unmatched service through expert guidance and responsive support to private and commercial aviation entities.

Position Summary:

Pilot John International is seeking a dedicated and detail-oriented Order Management Specialist to join our Sales Department. This role is integral to our customer experience, ensuring efficient order processing, communication with customers and vendors, and coordination across internal teams to facilitate seamless transactions. The ideal candidate will thrive in a fast-paced environment and demonstrate exceptional customer service and organizational skills.

Essential Duties and Responsibilities:

To excel in this position, the candidate must perform the following duties successfully. Additional responsibilities may be assigned as necessary:

• Process and manage customer orders through various channels, including purchase orders, web-based orders, phone orders, and estimate-based orders.
• Provide accurate order information to customers and collect necessary export documentation when required.
• Maintain effective communication with manufacturers and vendors to track and update order statuses, ensuring accurate information is recorded in the PJi database.
• Notify customers of order changes, including pricing adjustments and delivery modifications, and provide timely updates.
• Assist customers with order-related inquiries to enhance satisfaction and transparency.
• Collaborate with the Operations team to ensure vendor compliance with PJi standards.
• Work closely with the Accounting team to manage payment terms, account statuses, and customer payment communications for streamlined order processing.
• Coordinate domestic and international shipments in partnership with the Logistics team, ensuring efficient transportation of both parcel and freight orders.
• Document and report customer complaints and feedback to leadership, contributing to continuous improvement initiatives.
• Monitor and manage shared sales team email inboxes, supporting sales team members with additional responsibilities as needed.

Competencies:

To perform the job successfully, an individual should demonstrate the following;

• Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
• Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.
• Fosters quality focus in others. Improves processes. Measures key outcomes. Sets clear quality requirements. Solicits and applies customer feedback.
• Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.

Qualifications:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong written, verbal, and interpersonal skills to communicate clearly and professionally with various departments as well as customers, vendors, contractors, and other audiences.
• Ability to maintain a high level of confidentiality and professionalism.
• Strong attention to detail and commitment to exceptional customer support.
• Must be able to work independently and as a team member.
• Ability to prioritize and be flexible in a fast-paced environment.

Education/Experience:

Bachelor’s degree from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write reports and correspondence. Speak effectively before groups of customers or employees.

Mathematical:

Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Apply concepts of basic algebra and geometry.

Reasonable Ability:

Define problems, collect data, establish facts, and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.