Administrator - Customer Operations
3 weeks ago
Administrator - Customer Operations
The duration of the contract is 6 months.
The location of the role is Gloucester (full-time on site - Monday to Friday).
The pay rate on offer is £16 - £17 per hour.
Summary
An exciting opportunity to join a dynamic team responsible for all customer support activities. As a Customer Order and Fulfilment Coordinator you will be responsible for managing key customer accounts, providing vital support to keep airlines and military customers flying.
A varied job, with a new challenge every day, you will be able to confidently and proficiently handle day to day queries, understand the contractual terms relating to your key customers and ensure the business is executing against them, you provide weekly status reports on all customer orders through liaison with our factory and you work with multiple departments to solve complex customer problems. You will be given KPI ownership relating to both department processes and your own customer accounts and will be expected to work proactively to meet or exceed these targets.
The Customer Operations department is regulated through a Quality system and follows key defined processes, in order to successfully execute these processes you will be computer literate, able to learn new processes and apply knowledge across multiple situations & ideally have experience of ERP system. You will be a self-motivated team player and able to work with minimal supervision and work with your peers to deliver internal improvement projects.
You will have a curious mind looking to learn and grow and will be supported by the team with the appropriate training.
Essential Responsibilities
• Order Management
• Repairs Order management
• Spares Orders management
• Customer Order Book generation
• Prioritisation of orders
• Quoting
• Invoicing
• Customer Forecasting
• Customer Satisfaction and swift resolution of issues, proactive in continuing to push for resolution until the customer is satisfied
• Contract knowledge and ability to execute against contractual terms.
• Responsible for Key Performance Indicators – ability to recognise negative trends in KPI and initiate remedial actions.
• Function as liaison between internal organizations and customers for assigned contracts. Able to negotiate and advocate on behalf of customers to business.
• Follow existing procedures, challenge where appropriate to introduce Continuous improvements to business processes.
• Develop strong customer relationships with international customers.
• Work with the team to deliver/lead continuous improvement projects within the scope of the departments’ responsibility.
Qualifications / Requirements
• Bachelor’s degree or equivalent knowledge or experience.
• Commercial or customer facing experience.
Desired Characteristics
• Ability to work with cross-functional teams to deliver effective customer service.
• Ability to prioritise help build effective processes.
• Strong oral and written communication skills.
• Lean training or participation/leadership of continuous improvement projects.
• Problem solving skills, ownership of issue resolution and key metrics.
• Knowledge and experience of the aviation industry.
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