Job Description

Position Description

As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, consisting of a mix of Airliners, governments and 3rd party traders or shops. Within Singapore customer support team the biggest goal is to deliver customer spares orders and repair orders on time for the right price. Together with your colleagues, you will take care of the order process for the product line Spares in distribution, trading as well as product line Component Services. Within this setting, you will function as a connector to tie all ends together, representing the customer within the organization and the other way around.

You report to the Customer Support Lead within the Material Services and Component Services business lines. Within this role you will maintain a direct communication line to our customer and sales organization and closely interact with the Supply Chain Department and Program Manager.

Key Accountabilities and Responsibilities

Responsible for managing the tail-to-end order process for the product lines Spares (primarily), Exchange, and Repairs

Operationally managing customer accounts

Take responsibility on ongoing issues on key accounts and take initiative to propose improvements where needed

Responsible for monthly report out on key customer accounts (both internally and towards the customer): communication on order status and performance

Monitoring and improvement of customer satisfaction

Sharing quotes with the customer and managing their status

Warranty handling and warranty claim settlement

Following up on and coordinating customer questions and complaints.

Respond to supply and demand on the aviation trade market, spot new business and build transactional opportunities up towards a sustaining business

Qualifications and other Relevant Knowledge

Minimum a Diploma Holder

At least 2 years of experiences in customer service

You are customer- and service orientated, have a commercial drive and a problem-solving mentality

You are commercially savvy and understand customer needs and requirements

You have a flexible attitude and can perform under pressure in stressful situations

You can work well both independently and, in a team

Change energizes you, and you are creative

You have good analytical skills, in addition to a practical solution orientation

Valued competences: accountability, cooperation, adaptability, flexible behavior, workmanship, customer orientation, initiative, focus on quality, commercial power.