What are the responsibilities and job description for the Customer Resolution Specialist (Contract) position at SEGULA Technologies?
Primary Responsibilities: 85%
Required
Required
Knowledge, Skills, Demonstrated Capabilities:
Required
Communication Skills:
Technical Systems Proficiency:
This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a third-party vendor and assigned to the organization.
- 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
Required
- High School Diploma or an Associate's Degree in customer service experience within a similar sized organization
Required
- 1-3 years' experience with customer service experience within a similar sized organization
- End to End processing / or aviation knowledge is an advantage
- Authorized to work in the US, Able to work in US without current or future need for visa sponsorship
- None
Knowledge, Skills, Demonstrated Capabilities:
Required
- 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
Communication Skills:
- Strong communication skills in written and verbal English
- Knowledge of English, both orally and in writing
Technical Systems Proficiency:
- Office 365, Google Suite
- PC literacy, including word processing, spreadsheets and databases
- Experience working with SAP, Skywise, C4C, Back Office and Freshdesk is an advantage
This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a third-party vendor and assigned to the organization.