Customer Resolution Specialist position at Airbus SE.| China

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Airbus SE Customer Resolution Specialist

Experience: General

Pattern: full-time

Country:

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Beijing Area....China

Job Description: Job objectives ● Provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR’s values, processes, goals, and strategies. ● Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services. ● Continuous contribution to greater efficiency related to this position. Primary responsibilities ● Participate in and contribute to a high performing Customer Resolution ServicesTeam ● Participate in and contribute to a high performing cross functional Customer Account Support 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 ● Handle quotations and customer orders pertaining to SATAIR products including timely follow up on quotations, claims and orders in accordance with our KPI’s ● Maintenance of customer records ● Support organisation in securing on-time material delivery to meet customer expectations ● Positively participate in the promotion of cross and up-selling strategies towards growth accounts ● Train and Support our customers in using our e-commerce platforms (SATAIR Market/Airbus Spares Portal) ● Strong engagement in implementation of digital solutions and involvement in trouble shooting from customer & system user perspective. ● Participate in back-up arrangements in support of absence by other Customer Resolution Specialists Secondary responsibilities ● Participate in external key customer meetings as per agreement with the Manager ● Participate in customer coordination meetings/open order book 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 ● Maintenance and development of the customer service quality level ● 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. General expectations ● 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 ● 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 ● Identify efficiency improvement areas and offer suggestions to improve efficiency ● Comment/advise on undesirable conditions within the organisation, and propose potential solutions for improvements ● Participate in occupational safety and health efforts ● Contribute to a positive and inspiring working environment ● Stay well-informed about the latest developments in SATAIR’s business (Hub/mail/meetings) ● Keeping good quality in one’s own work ● Contribute towards a positive and inspiring working environment ● Maintaining good relations with your manager and colleagues (in own and other departments) ● Continued development of detailed customer knowledge ● Optimizing service provided to all customers ● Attending team and departmental meetings ● Respecting and following the internal rules Personal & interpersonal skills ● Proactive, customer oriented attitude and working style for internal stakeholders and customers ● 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 environment ● Ability to and willingness to work under pressure ● Good dispute resolution skills ● Service minded, structured, flexible and cooperative ● Superior communication skills ● Intercultural understanding ● Analytical skills ● Ready for changes Professional skills ● Preferably two years or more customer service experience within a similar sized organization ● Working knowledge of English, both orally and in writing ● PC literacy, including word processing, spreadsheets and databases ● Experience working with SAP and Freshdesk is an advantage ● Shipping and/or aviation knowledge is an advantage Job Description For External Posting Job objectives ● Provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR’s values, processes, goals, and strategies. ● Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services. ● Continuous contribution to greater efficiency related to this position. Primary responsibilities ● Participate in and contribute to a high performing Customer Resolution ServicesTeam ● Participate in and contribute to a high performing cross functional Customer Account Support 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 ● Handle quotations and customer orders pertaining to SATAIR products including timely follow up on quotations, claims and orders in accordance with our KPI’s ● Maintenance of customer records ● Support organisation in securing on-time material delivery to meet customer expectations ● Positively participate in the promotion of cross and up-selling strategies towards growth accounts ● Train and Support our customers in using our e-commerce platforms (SATAIR Market/Airbus Spares Portal) ● Strong engagement in implementation of digital solutions and involvement in trouble shooting from customer & system user perspective. ● Participate in back-up arrangements in support of absence by other Customer Resolution Specialists Secondary responsibilities ● Participate in external key customer meetings as per agreement with the Manager ● Participate in customer coordination meetings/open order book 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 ● Maintenance and development of the customer service quality level ● 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. General expectations ● 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 ● 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 ● Identify efficiency improvement areas and offer suggestions to improve efficiency ● Comment/advise on undesirable conditions within the organisation, and propose potential solutions for improvements ● Participate in occupational safety and health efforts ● Contribute to a positive and inspiring working environment ● Stay well-informed about the latest developments in SATAIR’s business (Hub/mail/meetings) ● Keeping good quality in one’s own work ● Contribute towards a positive and inspiring working environment ● Maintaining good relations with your manager and colleagues (in own and other departments) ● Continued development of detailed customer knowledge ● Optimizing service provided to all customers ● Attending team and departmental meetings ● Respecting and following the internal rules Personal & interpersonal skills ● Proactive, customer oriented attitude and working style for internal stakeholders and customers ● 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 environment ● Ability to and willingness to work under pressure ● Good dispute resolution skills ● Service minded, structured, flexible and cooperative ● Superior communication skills ● Intercultural understanding ● Analytical skills ● Ready for changes Professional skills ● Preferably two years or more customer service experience within a similar sized organization ● Working knowledge of English, both orally and in writing ● PC literacy, including word processing, spreadsheets and databases ● Experience working with SAP and Freshdesk is an advantage ● Shipping and/or aviation knowledge is an advantage This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth. Company: Satair (Beijing) Co. Limited Contract Type: Fixed term Experience Level: Professional Job Family: Material Support & services <JF-CS-MS> By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus. Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com . At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Customer Resolution Specialist job opportunity at Airbus SE.

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