Customer Resolution Specialist (Contract)

Airbus•Peachtree City, GA

5d•Hybrid

About The Position

The Customer Resolution Specialist (CRS) is responsible for responding to customer inquiries and End to End processing for spare parts for Airbus aircraft, as well as parts for competitor aircraft, for customers in the Americas region.

Requirements

High School Diploma or an Associate's Degree in customer service experience within a similar sized organization
1-3 years' experience with customer service experience within a similar sized organization
Knowledge of English, both orally and in writing
Office 365, Google Suite
PC literacy, including word processing, spreadsheets and databases
Vision: Daily able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.
Hearing: Daily able to participate in conversations in person and via teleconference or phone and to hear sounds including safety warnings or alarms.
Speaking: Daily able to speak in conversations and meetings, deliver information and participate in communications.
Equipment Operation: Daily use of personal computer, telephone, copier, and related office equipment and using electronic identification card to enter building floors and internal doors.
Carrying: Daily able to carry documents, electronic equipment up to 30lbs
Lifting: Daily able to lift documents, electronic equipment up to 30lbs.
Pushing / Pulling: Daily able to push and pull small office furniture and some equipment and tools.
Sitting: Daily able to sit for long periods of time in meetings, working on computer
Squatting / Kneeling: Occasionally able to squat or kneel to retrieve or replace items stored on low shelving.
Standing: Daily able to stand for discussions in offices
Walking: Daily able to walk through office areas including uneven surfaces.
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Nice To Haves

End to End processing / or aviation knowledge is an advantage
Experience working with SAP, Skywise, C4C, Back Office and Freshdesk is an advantage
Strong communication skills in written and verbal English

Responsibilities

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
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