Customer Experience Representative
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Thales is a global technology leader trusted by governments institutions and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space cybersecurity and digital identity were driven by a mission to build a future we can all trust.
The Group introduced its aerospace business to China in 1964 and is recognized as a trusted partner for long-term cooperation with the Chinese aviation cybersecurity and digital identity Thales has also successfully applied its advanced technologies to mobile communications fintech automotive connectivity and software monetization etc. Thales employs more than 800 people with offices located in 7 cities across China. With R&D centers and innovation hubs established in Beijing Dalian and Hong Kong Thales is committed to developing innovative solutions for its customers.Main Tasks & Responsibilities
Customer Satisfaction:
Build/Improve customer intimacy perceptions & satisfaction level
Anticipate customers reaction (feel the customers)
Address/Escalate root causes of dissatisfaction with Account Management Team for Tier 0/1 customers
Customer Management:
New Customer Creation
Handling Customers Enquires/Issues/Complaints
Understanding Customers needs and flow
Update & Upkeep Customers Profile & Quotation Portfolio
Promote usage of Thales Online Portal (PartEdge) to customers
Gather Customers feedback on PartEdge for improvements
Generate/Record Customer Irritant Cases Concessions Return As Is (RAI) in CRM (Salesforce)
Quotation Management:
Timely generation & approval of Quotations taking into account the respective cutoff times.
Accurate Stop/Start clock of orders in SAP
Ensure competitive Quotations are generated
Price Realization at >95% (quote accepted at or above Reference Price)
To closely follow-up on quotation approvals with customers so that quotes can be converted to revenue as early as possible
To feedback to France and/or local pricing champion on any pricing disputes
Order Management:
Status update to customers
Make use of the Order Management Tool to manage customers WIP on daily basis to prevent any NIL stock/AOG situation and/or penalty claims from customers
Identify alternative solutions to fulfil customers orders to avoid a Miss.
Ensure order backlog level is at or below targeted level
Ensure OTD Performance is maintained at targeted percentage
Ensure zero missed orders due to administrative delays
Handling of non-standard or special requirements of customers
Familiarize with contractual obligations we have towards Customers
Upselling of value-added Services:
To actively identify opportunities to upsell to customers
Teamwork within C3 Team and with Internal Departments -
To promote and exhibit team spirit within own group & team
Work with relevant dept(s) to resolve customers issues or complaints
Work with relevant stakeholders to find solutions to ensure OTD of customers orders
Work with internal dept(s) for process improvements
Reports Generation:
Generate following reports to Customers/Program Managers:
- ROS Report
- Shipping Report
- TAT Report
Requirements
Bachelor degree
Minimum of 3years relevant working experience in customer service function in Aerospace Maintenance Repair & Overhaul (MRO) environment would be an advantage
Knowledge of Microsoft Office applications especially Excel
Familiar with SAP would be an advantage
Able to work in very fast pace environment
Customer Centric
Able to develop and maintain good relationship with customers
Possess the following traits - proactive patience attentive tenacity & willingness to learn.
Self-motivated team player problem solver & customer-oriented with meticulous mindset
Excellent written and oral communication skills
#LI-JL1
At Thales were committed to fostering a workplace where respect trust collaboration and passion drive everything we do. Here youll feel empowered to bring your best self thrive in a supportive culture and love the work you do. Join us and be part of a team reimagining technology to create solutions that truly make a difference for a safer greener and more inclusive world.
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
In all critical environments - air, land, sea, space and cyberspace - decision-makers, operators, crews and members of our armed services and security forces are faced with millions of important decisions every day. It is in supporting these people that Thales in the United States ha ... View more
