Customer Resolution Specialist

Company Description

Segula Technologies is a global engineering and consulting leader, delivering innovative solutions across aerospace, automotive, energy, rail, and life sciences. With a presence in over 30 countries and headquartered in France, we drive technological innovation, optimize industrial performance, and support clients throughout the entire product lifecycle.

In the aerospace sector, we work closely with leading OEMs, providing expertise in design, manufacturing, testing, and project management to help solve complex engineering challenges while championing sustainability and innovation.

Job Description

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

Meet the team:

You will get an exciting job in an innovative, growing, global company with a world-class service ambition. Our culture is non-bureaucratic, with a hands-on professional approach and customer-centric mindset. What we do is more than distribution, support, and service; we deliver excellence when it’s needed and where it’s needed, so people all over the world can connect.

Primary Responsibilities:

1. Order Processing: 60%

• Process customer orders, quotations, initial order receipts, order entry, sourcing escalation, backorders, general logistics, etc. for aircraft parts and services in response to customer needs.
• Provide requested information on part availability, cost, sourcing, returns, discrepancies, transportation, delivery, and follow-up to meet customer expectations.

2. Relationship Building: 20%

• Engage in basic-level relationship-building with customers emphasizing the positive services and qualities of the Satair Group to encourage customer confidence and grow the business.
• Identify alternative solutions and steer customers to proper sources for required material to ensure complete customer service and satisfaction.

3. Technical Support: 10%

• Support Sales and Finance debt account reconciliation efforts to help maximize company profitability.
• Respond to technical inquiries utilizing Technical Documentation and liaising with technical and engineering departments to respond to customer inquiries.

Qualifications

Education:

• An Associate’s Degree in Business, Sales Administration, or a related field, or an equivalent combination of education and experience, is required.

Experience:

• 2 years of customer service experience in a fast-paced environment is required.
• Experience in the aviation industry or military support environment is preferred.

Technical Systems Proficiency:

• PC literacy, including intermediate word processing, spreadsheet, and database skills.
• Basic knowledge of Google Suite (Sheets, Docs, Slides).
• Basic knowledge of SAP is preferred.

Physical Requirements:

• Lifting and Carrying: Able to carry up to 30 pounds on an intermittent basis.
• Hearing: Corrected hearing able to respond to emergency alarms, alerts, and warnings. Ability to hear via telephone, teleconference, and work-related conversations.
• Pushing/Pulling/Manipulation: Able to push and pull items in the workplace.
• Sitting: Able to sit and work in front of a computer or other machine for extended periods.
• Squatting/Kneeling: Able to squat and kneel as needed to retrieve or place items on low shelving.
• Standing: Able to stand for long periods.
• Physical requirements are similar to that of a moderate activity job.

U.S. Person / ITAR Compliance:

Candidates must be a U.S. person under ITAR regulations, which includes, for example, a U.S. citizen, lawful permanent resident (green card holder), asylee, refugee (as defined under 8 U.S.C. 1324b(a)(3)), or any individual authorized to work under the company’s ITAR license.

Contract Details:

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.

Additional Information

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.