Customer Resolution Specialist

Customer Resolution SpecialistThe 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.Primary Responsibilities: 85%Participate in and contribute to a high performing Customer Resolution Services TeamResponsible and proactive management of the customer specific open order bookBuild and maintain strong customer satisfaction through industry leading quick response times as well as qualified responses to all customer requests and inquiriesIdentify 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 KPIsSupport organization in securing on-time material delivery to meet customer expectationsTrain 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 SpecialistsAttending team and departmental meetingsEnsure continuous improvement of customer satisfactionEnsure 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 areasComment/advise on undesirable conditions within the organization, and propose potential solutions for improvementsParticipate in occupational safety and health effortsStay well-informed about the latest developments in SATAIR's business (Hub/mail/meetings)Working to achieve other department and company KPI'sAdditional Responsibilities: 15%Participate in or lead external key customer meetings as per agreement with the ManagerParticipate in periodic functional and cross-functional activities (eg.. projects, meetings etc.) as per agreement with the ManagerDirectly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performanceIn 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 manualComply with SATAIR's guidelines on Ethics & ComplianceComply with SATAIR's processes and procedures agreed per functionOther duties assigned by managementQualificationsEducation:RequiredHigh School Diploma or an Associate's Degree in customer service experience within a similar sized organizationExperience:Required1-3 years' experience with customer service experience within a similar sized organizationPreferredEnd to End processing / or aviation knowledge is an advantageCitizenship:Authorized to work in the US, Able to work in US without current or future need for visa sponsorshipClearance:NoneQualified Skills:Knowledge, Skills, Demonstrated Capabilities:RequiredContribute to a positive and inspiring working environmentKeeping good quality in one's own workMaintaining good relations with your manager and colleagues (in own and other departments)Continued development of detailed customer knowledgeRespecting and following the internal rulesProactively take initiatives to ensure customer satisfactionAbility to understand your customers to develop and propose creative solutions to issuesSelf-starter and able to work without constant direction while administering your customer portfolioAttention to detailAbility and willingness to work in a fast-paced aviation environmentAbility to and willingness to work under pressureGood dispute resolution skillsService minded, structured, flexible and cooperativeIntercultural understandingAnalytical skillsEnsure On time delivery (OTD) performanceCommunication Skills:Required:Strong communication skills in written and verbal EnglishKnowledge of English, both orally and in writingTechnical Systems Proficiency:Required:Office 365, Google SuitePC literacy, including word processing, spreadsheets and databasesPreferred:Experience working with SAP, Skywise, C4C, Back Office and Freshdesk is an advantageAdditional InformationThis 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.