Customer Support Representative (Aerospace)

Duties and Responsibilities:

a) Responsible for customer support and service for purpose of sales related matters to meet

the sales target plan including account management, preparation of proposal, quoting,

payment matters, liaison and fulfilling sales & repair orders.

b) Secure good relationship with customers.

c) Ownership of overall customer satisfaction / perception of SEDSA as an MRO site.

d) Daily monitoring on delivery schedule for sales orders and repairs status with Workshop /

Supply Chain/ Planner and communicate all repair flows between SEDSA and customers to

ensure smooth operation and efficient communication.

e) Involve in any special mission, such as imminent AOG, expedition of specific order, delivery

discrepancy, quality complaint, etc.

f) Reply to customers queries and quotations.

g) Review of customer's sales and repair orders.

h) Process and acknowledged customers orders.

i) Issuing Invoice for completed sales and repair orders.

j) Provide shipping details to customers.

k) Handling of warranty claims.

l) Ensure TAT/SPT follow up, communicate targets, achievements and justify the discrepancies

and propose alternative solutions when appropriate.

m) Propose best commercial solution according to customer needs, in compliance with SEDSA

strategy and customer's expectations.

n) Monitor, analyze and improve MRO activities for our components and ensure that service rate is

being met.

o) Participate in the Continuous Improvement projects in Customer Service Department (methods)

to promote efficiency and productivity.

p) Comply with all health, safety and environment (HSE) regulations as prescribed by law and

company's policies.

q) Actively participate and contribute to HSE initiatives & Corporate HSE programs and in HSE risk

communications & mitigations.

r) Any other duties assigned.

Experience and Qualifications:

a) Degree holder in engineering or business administration with 2-3 years or Diploma/O Level

with 5 years in a commercial, business or sales & marketing role in the Aerospace industry

can be consider

b) Well-versed in ERP software, preferably SAP B1.

c) Excellent verbal, written, presentation and computer skills (Word, Excel and PowerPoint)

d) Excellent interpersonal and communication skills, able to interact with people of all levels

e) Good commercial knowledge of the aviation industry.

f) Customers centric with passion to provide solutions

g) A team player- capable of interacting with internal and external (customers) stakeholders.