Customer Resolution Specialist

Job Description:Job objectives Provide reliable world class customer support and handling of aircraft spareparts requirements in accordance with SATAIR’s values, processes, goals,and strategies. Hear customer voice and drive customer satisfaction by providing high qualityresponses to all customer related requests for spare parts and relatedservices. Continuous contribution to greater efficiency related to this position.Primary Responsibilities Participate in and contribute to a high performing Customer ResolutionServicesTeam Participate in and contribute to a high performing cross functional CustomerAccount Support Team Responsible and proactive management of the customer specific open orderbook Build and maintain strong customer satisfaction through industry leadingquick response times as well as qualified responses to all customer requestsand inquiries Handle quotations and customer orders pertaining to SATAIR productsincluding timely follow up on quotations, claims and orders in accordance withour KPI’s Maintenance of customer records Support organisation in securing on-time material delivery to meet customerexpectations Positively participate in the promotion of cross and up-selling strategiestowards 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 introuble shooting from customer & system user perspective. Participate in back-up arrangements in support of absence by otherCustomer Resolution SpecialistsSecondary Responsibilities Participate in external key customer meetings as per agreement with theManager Participate in customer coordination meetings/open order book meetings asper 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 enhanceinternal and external communication related to customer material orderperformance In addition to an assigned portfolio of customers, which may change, assistother account teams and regions as workload and work distribution prioritiesdemand proactively and as per agreement with Manager.General expectations Comply with SATAIR’s mission, values, quality systems, standard operatingprocedures 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 SalesManager/s informed about progress and status of agreed tasks as well asany critical problem areas Identify efficiency improvement areas and offer suggestions to improveefficiency Comment/advise on undesirable conditions within the organisation, andpropose 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 andother departments) Continued development of detailed customer knowledge Optimizing service provided to all customers Attending team and departmental meetings Respecting and following the internal rulesPersonal & Interpersonal Skills Proactive, customer oriented attitude and working style for internalstakeholders and customers Proactively take initiatives to ensure customer satisfaction Ability to understand your customers to develop and propose creativesolutions to issues Self-starter and able to work without constant direction while administeringyour 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 changesProfessional Skills Preferably two years or more customer service experience within a similarsized 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 advantageThis 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. LimitedContract Type:Fixed termExperience Level:ProfessionalJob Family:Material Support & servicesBy 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.