Customer Resolution Specialist

Job Description:

Job objectives

Provide reliable world class customer support and handling of aircraft spare
parts requirements in accordance with SATAIRs values processes goals
and strategies.
Hear customer voice and drive customer satisfaction by providing high quality
responses to all customer related requests for spare parts and related
services.
Continuous contribution to greater efficiency related to this position.

Primary responsibilities

Participate in and contribute to a high performing Customer Resolution

ServicesTeam
Participate in and contribute to a high performing cross functional Customer
Account Support 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
Handle quotations and customer orders pertaining to SATAIR products
including timely follow up on quotations claims and orders in accordance with
our KPIs
Maintenance of customer records
Support organisation in securing on-time material delivery to meet customer
expectations
Positively participate in the promotion of cross and up-selling strategies
towards growth accounts
Train and Support our customers in using our e-commerce platforms
(SATAIR Market/Airbus Spares Portal)
Strong engagement in implementation of digital solutions and involvement in
trouble shooting from customer & system user perspective.
Participate in back-up arrangements in support of absence by other
Customer Resolution Specialists

Secondary responsibilities

Participate in external key customer meetings as per agreement with the

Manager
Participate in customer coordination meetings/open order book 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
Maintenance and development of the customer service quality level
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.

General expectations

Comply with SATAIRs mission values quality systems standard operating

procedures and ISO manual
Comply with SATAIRs guidelines on Ethics & Compliance
Comply with SATAIRs processes and procedures agreed per function
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
Identify efficiency improvement areas and offer suggestions to improve
efficiency
Comment/advise on undesirable conditions within the organisation and
propose potential solutions for improvements
Participate in occupational safety and health efforts
Contribute to a positive and inspiring working environment
Stay well-informed about the latest developments in SATAIRs business
(Hub/mail/meetings)
Keeping good quality in ones own work
Contribute towards a positive and inspiring working environment
Maintaining good relations with your manager and colleagues (in own and
other departments)
Continued development of detailed customer knowledge
Optimizing service provided to all customers
Attending team and departmental meetings
Respecting and following the internal rules

Personal & interpersonal skills

Proactive customer oriented attitude and working style for internal
stakeholders and customers
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 environment
Ability to and willingness to work under pressure
Good dispute resolution skills
Service minded structured flexible and cooperative
Superior communication skills
Intercultural understanding
Analytical skills
Ready for changes

Professional skills

Preferably two years or more customer service experience within a similar

sized organization
Working knowledge of English both orally and in writing
PC literacy including word processing spreadsheets and databases
Experience working with SAP and Freshdesk is an advantage
Shipping and/or aviation knowledge is an advantage

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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