Customer Service Representative

Responsibilities:

Be responsible for the management of the following;

• Processing of Customer orders ensuring that commercial aspects are capturedcorrectly.

  • Over and above task/Emergent work activity includingPPE.

  • Supervision of the CO16 TaskRegister.

  • Liaise with customer to ensure tasks are authorised in a timelymanner.

  • Ensure any order queries are resolved in a timelymanner.

  • Define and produce order metrics and reporting asrequired.

  • Ensure process is in place to capture all PO detail in Baan, to allow accurate forecasting and timely submission of allinvoices.

  • Take part in monthly finance review to ensure all invoicing / revenue is claimed in accordance with agreed process. These will include PRB, Aged Debtor Telecom and Aged WIPmeeting.

  • Work closely with planning to ensure demand/forward plan is current and correctly reflected inBaan.

  • Monitor component project over runs, ensuring all O&A activity is claimed to ensure any additional work is charged to the customer and the company make the appropriate profitmargins.

  • Ensuring that continuation training is up to date and that packs are read and signed for.

  • Be part of the Post Project Evaluation team, so any commercial lesson leant can be quickly implemented.

  • Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process. The VOTC reviews and regular Face to Face meetings will assist in this process.

  • Carry out contract reviews to ensure compliance of contract requirements

  • Monitor and report on status of unbilled and aged debtors, ensure adequate processes are in place to capture this.

  • Manage post survey reports and carryout any necessary project reconciliation with the customer.

  • Ensuring that continuation training is up to date and that packs are read and signed for.

TAA / ITAR Compliance. (If applicable)

• To become the Customer point of contact for all TAA / ITAR related issues.

  • Ensuring TAA is current and that obligations of agreement are being performed.

  • Ensuring applicable NDAs are drafted and signed.

  • Responsible for requesting and monitoring amendments to TAA

Authorities:

• Financial and Commercial delegation.

OrganisationalRelationships:

• Working directly for the BusinessManager.

• Working closely with the Central Commercialteam.

• Work effectively with colleagues and other internalBU/departments

Job Requirements: (e = essential / d = desirable)

Education andTraining:

• Relevant engineering qualifications as necessary to at least NClevel; (e)

• Extensive experience of working within the aircraft MRO environment or similar industry; (e)

• Work experience in MRO customer service or relatedfield; (e)

• Strong mathematicalskills; (e)

• Strong technical learningability; (e)

• Familiarity with Windows, Microsoft Word, Excel, MS Project and Bann ERP and be sufficiently IT literate to acquire knowledge of other computer programme software used throughout thebusiness; (e)

• Possess or be willing to undertake a relevant business management qualification to Diploma level orabove; (d)

• An accountingqualification. (d)

TechnicalRequirements:

• Adept at building effective working relationships to benefit Customerneeds

• Good interpersonal/communication skills – both written andverbal

• Negotiation and persuasion skills to be able to resolve Customerissues

• Presentation skills with an articulate and confident deliverystyle

• Self-motivated, and able to prioritise and manage ownworkload

• Meet the Company’s health screening and surveillancerequirements.

Experience:

• Full Driving Licence would berequired

• Ability to work flexible hours with occasionalovertime

• Willingness to travel within UK and Internationally whererequired

• Working in an office setting, spending extended periods of time sitting at a computer.

• Must be willing to walk to various areas throughout the facility, for which safety shoes would berequired.

This is not an exhaustive list and from time to time additional responsibilities may be provided directly from your Line Manager.