Customer Resolution Manager

Job Objectives

• Provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR’s values, processes, goals, and strategies.
• Together with the Head of Customer Resolution Services Region, balance daily workload, coordinating upstream activities and escalations.
• Provide functional guidance and training to the sub-group members.
• 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.
• Ensure high Customer satisfaction (CSIP) for own customer accounts.
• Partake in continuous improvement discussions and projects with relevant functions.

Job Responsibilities

• Participate in and contribute to a high performing Head of Customer Resolution Services Team.
• Measures, analyses and utilises key performance indicators (KPIs) on behalf of the SPOC group in order to manage material order activity and produces order activity reports for customers, account team and management.
• Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling.
• Build and maintain strong customer satisfaction through industry leading quick response times as well as qualified responses to all customer requests and inquiries.
• Handle quotes and orders in accordance with our processes.
• Manage the Open Order Book and work with claims in accordance with our KPI’s.
• Maintenance of customer records.
• Make decisions to ensure on-time material delivery to meet customer expectations.
• Identify and initiate first level escalations on material needs that are not meeting the customer’s expectations.
• Assist Head of Customer Resolution Services Region with feedback in support of team member’s performance and development needs.
• Provide consistently high quality responses to all customer related requests for all materials and related services to ensure the highest possible customer satisfaction.
• Assist with onboarding of new employees and coordinate/conduct training and upskilling of team members.
• When necessary and agreed with the manager, organize and conduct regular account meetings with customers, internal stakeholders, Satair Account Directors and others, to share information and keep a global view on your customers’ activity.
• Responsible to launch and drive escalations with the respective operational functions.
• Manage own customer portfolio if assigned by Head of Customer Resolution Services Region.
• Other duties reasonably determined from time to time by the Company.

Secondary Responsibilities

• Participate in external top/key customer meetings as per agreement with the Manager.

• Participate in customer coordination 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.

• Deputize and report back to Head of Customer Resolution Services Region in all operational tasks.

Job Requirements

• Preferably 3 years+ or more customer service experience within a similar sized organisation.
• Preferably a Bsc in Business Administration, Supply Chain, Logistics or Production required.
• PC literacy, including word processing, spreadsheets and databases.
• Technical and process oriented background with the ability to understand and interpret technical documentation.
• Experience working with SAP and Freshdesk is an advantage.
• Shipping and/or aviation knowledge is an advantage.
• Well versed in system and process landscape.
• Proactive, customer oriented attitude and working style for internal stakeholders and customers.
• Willingness to take accountability within the own SPOC group and ability to motivate, guide and train group members and newcomers.
• Proactively take initiatives to ensure customer satisfaction.
• Flexible, able to work under pressure with tight deadlines and successfully deal with unexpected situations / topics.
• Ability to understand your customers to develop and propose creative solutions to issues.
• Self-starter and able to work without constant direction while administering your customer portfolio.
• Attention to detail. Analytical skills.
• Ability and willingness to work in a fast-paced environment.
• Good dispute resolution skills. Service minded, structured, flexible and cooperative.
• Structured in your way of working and superior communication skills and presentation skills