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

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.