Customer Support Representative (18 Month FTC)

Key responsibilities and duties but not limited to:

• 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. 

Competencies:

      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.

Professional Qualifications/Education and Training:

Essential:

• 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