Customer Resolution Specialist

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

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