Customer Support Representative - #1102902

Position Description

As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, comprising a mix of Airlines, governments, and third-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 line of communication with our customers and sales organization, and closely interact with the Supply Chain Department and Program Manager.

Part A - 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 for 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 towards a sustainable business.

Part B. Required Experience, Competencies & Qualifications

 Qualifications and other Relevant Knowledge

• Minimum a Diploma Holder

• At least 2 years of experience in customer service

• Customer- and service-oriented, have a commercial drive and a problem-solving mentality;

• Commercially savvy and understands customer needs and requirements;

• Flexible attitude and can perform under pressure in stressful situations;

• Works well both independently and in a team;

• Change energizes you, and you are creative.

• Good analytical skills, in addition to a practical solution orientation;

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