Customer Resolution Specialist

Job Description

The Customer Resolution Specialist (CRS) is responsible for responding to customer inquiries and End to End processing for spare parts for Airbus aircraft, as well as parts for competitor aircraft, for customers in the Americas region.

Primary Responsibilities:  85%

• Participate in and contribute to a high performing Customer Resolution Services 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
• Identify and resolve blockers for quotes and orders in accordance with our processes. Manage the open order book and work with claims in accordance to our KPIs
• Support organization in securing on-time material delivery to meet customer expectations
• Train and Support our customers in using our e-commerce platforms (SATAIR Market/Airbus Spares Portal) 
• Participate in back-up arrangements in support of absence by other Customer Resolution Specialists
• Attending team and departmental meetings
• Ensure continuous improvement of customer satisfaction 
• Ensure Open Order Book Health, First Qualified Response Time, Ticket Resolution Time, Overdue Deliveries Performance Levels, and Quality of Responses (customer feedback)
• Keep immediate Functional Managers as well as the relevant Sales Manager/s informed about progress and status of agreed tasks as well as any critical problem areas 
• Comment/advise on undesirable conditions within the organization, and propose potential solutions for improvements
• Participate in occupational safety and health efforts
• Stay well-informed about the latest developments in SATAIR’s business (Hub/mail/meetings) 
• Working to achieve other department and company KPI’s

Additional Responsibilities: 15%

• Participate in or lead external key customer 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
• 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. 
• Comply with SATAIR’s mission, values, quality systems, standard operating procedures and ISO manual
• Comply with SATAIR’s guidelines on Ethics & Compliance
• Comply with SATAIR’s processes and procedures agreed per function
• Other duties assigned by management

Qualifications

Education:

Required

• High School Diploma or an Associate's Degree in customer service experience within a similar sized organization

Experience:

Required

• 1-3 years' experience with customer service experience within a similar sized organization

Preferred

• End to End processing / or aviation knowledge is an advantage

Citizenship:

• Authorized to work in the US, Able to work in US without current or future need for visa sponsorship

Clearance: 

• None

Qualified Skills:  

Knowledge, Skills, Demonstrated Capabilities:

Required

• Contribute to a positive and inspiring working environment

• Keeping good quality in one’s own work

• Maintaining good relations with your manager and colleagues (in own and other departments)

• Continued development of detailed customer knowledge

• Respecting and following the internal rules

• Proactively take initiatives to ensure customer satisfaction

• 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 

• Ability and willingness to work in a fast-paced aviation environment

• Ability to and willingness to work under pressure

• Good dispute resolution skills

• Service minded, structured, flexible and cooperative

• Intercultural understanding

• Analytical skills

• Ensure On time delivery (OTD) performance

Communication Skills: 

Required:

• Strong communication skills in written and verbal English

• Knowledge of English, both orally and in writing

Technical Systems Proficiency:

Required:

• Office 365, Google Suite

• PC literacy, including word processing, spreadsheets and databases

Preferred:

• Experience working with SAP, Skywise, C4C, Back Office and Freshdesk is an advantage

Contract Details:

This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a third-party vendor and assigned to the organization.

Additional Information

This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a third-party vendor and assigned to the organization.

Compensation: 25 to 29 (USD) (HOURLY)