Customer Support Representative III

• All members included in annual cash bonus opportunity.
• 401(k) match (4.5%)
• Annual Woodward stock contribution (5%)
• Tuition reimbursement and Training/Professional Development opportunities for all members
• 12 paid holidays
• Industry leading medical, dental, and vision Insurance upon date of hire
• Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.
• Paid parental leave.
• Adoption Assistance
• Employee Assistance Program, including mental health benefits.
• Member Life & AD&D / Long Term Disability / Member Optional Life
• Member referral bonus
• Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending
• Voluntary benefits, including:
• Home / Auto Insurance discounts
• Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave

Key Responsibilities:

• Complex Issue Resolution: Resolves intricate customer inquiries by analyzing data and applying advanced support procedures to ensure effective solutions.
• Mentorship and Support: Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance.
• Process Improvement: Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service.
• Cross Department Collaboration: Proficiently Partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly.
• Customer Feedback Analysis: Evaluates customer feedback and interprets data to identify key trends and supports the development of actionable strategies for service enhancements.

Key Skills:

• Advanced Communication: Effectively conveys detailed and complex information to team members and customers.
• Complex Problem-Solving: Identifies and resolves atypical customer issues using experience and established procedures.
• Customer Support Software Proficiency: Demonstrates expertise in utilizing customer support platforms and systems.
• Data Analysis: Analyzes partial or conflicting data to identify key issues and patterns.
• Team Collaboration: Works seamlessly with other teams to achieve collective objectives.
• Process Improvement: Modifies and optimizes work practices to enhance efficiency and effectiveness.
• Mentorship: Acts as an informal resource and mentor for less experienced colleagues.
• Independent Time Management: Manages tasks autonomously to ensure timely resolution of customer inquiries.
• Adaptability in Dynamic Environments: Thrives in fast paced settings and adjusts strategies to meet changing customer needs.
• Critical Thinking: Applies a broad perspective to identify novel solutions to customer challenges.

Successful Candidates Typically Have:

• 5+ years' experience in relevant field preferred
• Manufacturing experience preferred
• Stakeholder management experience preferred

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR).   All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).

Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.