Customer Support Representative

• Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process;

• Accurately prepare and process customer transactions such as quotations, purchase orders, rentals, cost estimates, invoicing and calculation of relevant gross profit margins and other financially based analysis as required.

• Review information on estimates and invoices with the CPM;

• Work with finance department in setting up and managing customer accounts in the ERP system;

• Communicate with operations and management regarding customer issues, needs and concerns;

• Ensure all Cycle Zeros are accurately completed prior to induction of product;

• Receive and process customer and intercompany purchase orders;

• Monitor warranty payments from OEM’s and prepare journal entries as required (product applicable);

• Drive advance delivery of Customer supplied documentation (log book, log cards, PO’s) to support immediate engine function and forecast anticipated shop visits by Customer by engine serial number (product applicable);

• Customise the production plan and project plans in close liaison with production, engineering and logistic support. Update the ERP system as required to ensure all plans on track and accurate;

• Create, update and maintain all relevant reports and KPIs as required;

• Manage time effectively, meet personal goals and work effectively with other members of the team and business;

• Maintain proficiency in using personal computer, data entry terminal and other common office equipment and software;

• Follow company policies and procedures and where necessary create procedures;

• Answer incoming calls and provide front line support;

• Create and maintain a coherent filing system;

• Willing to work flexible hours as required;

• Present a professional image at all times to customers (internal and external).

• Attend and participate in all meetings as necessary;

• Active participation in operational improvement activities and projects as applicable;

• Cover and support other CSRs within the team (irrelevant of product). Perform all other duties as needed to ensure departmental efficiencies.

Core:

• Good interpersonal/communication skills – both written and verbal.

• Adept at building effective working relationships to benefit Customer needs.

• Strong financial acumen both in terminology and processes.

• Follow and write processes and procedures.

• Self motivated and able to prioritise and manage own workload.

• Does require fluent communication in English language.

• Meet the Company’s health screening and surveillance requirements.

Essential

• Customer facing experience.

• Full understanding of financial terminology and processes.

• Strong planning, organizational, analytical and problem solving skills.

• Experience working in a culturally diverse environment with a demonstrated experience sensitivity to other cultural norms and practices.

• Responsible for observing and reporting any issues or concerns in support of the company-wide Quality Management Systems (QMS), Environmental Management Systems (EMS), Safety Management Systems (SMS) and all Export Control & Compliance Policies.

Desirable

• Aviation experience.

• Salesforce.com experience.

• Full Driving Licence would be required.

• Ability to work flexible hours.

• Willingness to travel within UK and internationally where required.

• Working in an office setting, spending extended periods of time sitting at a computer.

• Knowledge of products/engines/propellers/accessories in respective business.

• Experience of using ERP systems or similar enterprise resource planning tool.

Organisational Relationships:

• Working directly with CPM, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain and Procurement.

• Actively contribute in other functional areas not directly related to Customer Services i.e. Operations, Technical, Quality and Material.

• Work effectively with colleagues and other internal departments., Customer administrative Role Microsoft Computer skills to a high level of competency

• Financial acumen; prior experience or formal training

• Does require fluent communication in English language

Desirable:

• Degree

Experience:

This should detail the type of experience that would be relevant to the role in order to help demonstrate competency.

• Customer Administrative Experience

• Computer skills at a high level of competency especially in Excel and Word