Customer Resolution Specialist

Job Objectives

• Focal point for the ASPAC customers for material order related actions in the Material, Logistics and Suppliers organization.
• Provide reliable world class customer support and handling of aircraft spare parts requirements, for SATAIR’s customers, in accordance with SATAIR’s values, processes, goals, and strategies.
• Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services.
• Continuous contribution to greater efficiency related to this position.

Primary Responsibilities

• Participate in and contribute to a high performing Customer Resolution Services Team
• Participate in and contribute to a high performing cross functional Customer Account Support Team
• Responsible and proactive management of the customer specific open order book
• Build and maintain strong customer satisfaction through industry leading quick response times as well as qualified responses to all customer requests and inquiries
• Handle quotations and customer orders pertaining to SATAIR products including timely follow up on quotations, claims and orders in accordance with our KPI’s
• Maintenance of customer records
• Support organisation in securing on-time material delivery to meet customer expectations
• Positively participate in the promotion of cross and up-selling strategies towards growth accounts
• Train and Support our customers in using our e-commerce platforms (SATAIR Market/Airbus Spares Portal)
• Strong engagement in implementation of digital solutions and involvement in trouble shooting from customer & system user perspective.
• Participate in back-up arrangements in support of absence by other Customer Resolution Specialists

Secondary Responsibilities

• Participate in external key customer meetings as per agreement with the Manager
• Participate in customer coordination meetings/open order book meetings as per agreement with the Manager
• Participate in periodic functional and cross-functional activities (eg.. projects, meetings etc) as per agreement with the Manager
• Maintenance and development of the customer service quality level
• Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance
• In addition to an assigned portfolio of customers, which may change, assist other account teams and regions as workload and work distribution priorities demand proactively and as per agreement with Manager.

Job Requirements

• Diploma with 2 or more years' of customer service experience within a similar sized organisation
• PC literacy including word processing, spreadsheets and databases, is essential
• Experience working with SAP and Freshdesk is an advantage
• Candidates with basic shipping and/or aviation knowledge is an advantage
• Proactive, customer oriented attitude and working style for both internal and external customers
• Proactively take initiatives to ensure customer satisfaction
• Ability to understand your customers to develop and propose creative solutions to issues
• Attention to detail
• Ability and willingness to work under pressure in a fast-paced environment
• Good dispute resolution skills
• Service minded, structured, flexible and cooperative
• Superior communication skills
• Intercultural understanding
• Analytical skills
• Ready for changes