Customer Resolution Specialist

Segula Technologies•Peachtree City, GA

4h•$25 - $29

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. This role involves participating in and contributing to a high performing Customer Resolution Services Team, managing the customer specific open order book, and building and maintaining strong customer satisfaction through quick and qualified responses. The CRS will identify and resolve blockers for quotes and orders, manage the open order book, and work with claims in accordance with KPIs. They will also support the organization in securing on-time material delivery, train customers on e-commerce platforms, and participate in back-up arrangements for other specialists. Continuous improvement of customer satisfaction and key performance indicators (KPIs) such as Open Order Book Health, First Qualified Response Time, Ticket Resolution Time, Overdue Deliveries Performance Levels, and Quality of Responses are crucial. The role requires keeping managers informed of progress and critical problem areas, commenting on undesirable conditions, and proposing solutions. Staying informed about SATAIR's business developments and achieving department and company KPIs are also key aspects. Additional responsibilities include participating in or leading external customer meetings, contributing to functional and cross-functional activities, enhancing internal and external communication, assisting other account teams as needed, and complying with SATAIR's mission, values, quality systems, operating procedures, and ethical guidelines.

Requirements

High School Diploma or an Associate's Degree
1-3 years' experience with customer service experience within a similar sized organization
Authorized to work in the US, Able to work in US without current or future need for visa sponsorship
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
Strong communication skills in written and verbal English
Knowledge of English, both orally and in writing
Office 365, Google Suite
PC literacy, including word processing, spreadsheets and databases

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

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