Job Description
Job objectives
- Provide reliable world class customer support and handling of aircraft spare
parts requirements in accordance with SATAIR's 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 KPI's
- 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 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
- 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 SATAIR's business
(Hub/mail/meetings)
- Keeping good quality in one's 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 Company's success, reputation and sustainable growth.
Company
Satair (Beijing) Co. Limited
Contract Type
Fixed term
Experience Level
Professional
Job Family
Material Support & services
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