Customer Resolution Manager

Airbus•Atlanta, GA

7d•Hybrid

About The Position

At SATAIR, we believe in sustainable aviation that allows people to travel and connect across the globe. We are on a mission to provide world class material solutions that keep aircraft flying and extend their lifespan. In Satair, you can challenge the status quo, pioneer new ways of working, and generate real value for airlines and suppliers worldwide. Being part of the Airbus family gives us the opportunity to live a global mindset, working in international and diverse teams and collaborating across functions, sites and cultures. If you want to work as one team embracing a can-do attitude in a demanding environment, then we offer a great place to explore, learn, and grow, making an impact on aviation’s digital and sustainable transformation. In this context we are looking for a Customer Resolution Manager to join our Customer Support Team in Peachtree City, Georgia. This role will provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR’s values, processes, goals, and strategies. Together with the Head of Customer Order Fulfillment Region, balance daily workload within the respective SPOC group, coordinating upstream activities and escalations. Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services.

Requirements

Bachelor’s Degree in Business Administration, Supply Chain, Logistics or Production or an equivalent combination of education and experience is required.
5+ years of work experience in customer service, logistics, supply chain or aviation industry
Proactive, customer oriented attitude and working style for internal stakeholders and customers
Willingness to take accountability within the own SPOC group and ability to motivate, guide and train group members and newcomers
Proficient in SAP and ERP systems
Proficient in Google Suites and Microsoft Office
Technical and process oriented background with the ability to understand and interpret technical documentation
Able to work in US without current or future need for visa sponsorship

Nice To Haves

Shipping and/or aviation knowledge is an advantage

Responsibilities

Participate in and contribute to a high performing Customer Order Fulfilment Team
Measures, analyses and utilizes key performance indicators (KPIs) on behalf of the SPOC group in order to manage material order activity and produces order activity reports for customers, account team and management.
Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling
Make decisions to ensure on-time material delivery to meet customer expectations
Identify and initiate first level escalations on material needs that are not meeting the customer’s expectations
Support management with feedback in support of team member’s performance and development needs
Provide consistently high quality responses to all customer related requests for all materials and related services to ensure the highest possible customer satisfaction.
Assist with onboarding of new employees and coordinate/conduct training and upskilling of team members
When necessary and agreed with the manager, organize and conduct regular account meetings with customers, internal stakeholders, Satair Account Directors and others, to share information and keep a global view on your customers’ activity.
Keep immediate Functional Managers as well as the relevant 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 organization, and propose potential solutions for improvements
Participate in external top/key customer meetings as per agreement with the Manager
Participate in customer coordination 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.