Customer Service Representative

7 months ago

Gosport, United Kingdom StandardAero Full time

**Location**:This role will initially be based in Portsmouth but will relocate to Gosport. Applicants must be willing and able to relocate when necessary.

**Purpose and Scope**:
To be the Customer Focal point within the Business Unit for all the day to day commercial activity, regularly liaising with the central commercial team and provide any necessary support as required. The post holder will be expected to maintain the integrity of the Company's reputation by assuring that the requests of the customer are executed in a timely fashion while maintaining the Company's best interest and focused on growth related activities.

**Responsibilities**:
Be responsible for the management of the following;
- Processing of Customer orders ensuring that commercial aspects are captured correctly.
- Over and above task/Emergent work activity including PPE.
- Supervision of the CO16 Task Register.
- Liaise with customer to ensure tasks are authorised in a timely manner.
- Ensure any order queries are resolved in a timely manner.
- Define and produce order metrics and reporting as required.
- Ensure process is in place to capture all PO detail in Baan, to allow accurate forecasting and timely submission of all invoices.
- Take part in monthly finance review to ensure all invoicing / revenue is claimed in accordance with agreed process. These will include PRB, Aged Debtor Telecom and Aged WIP meeting.
- Work closely with planning to ensure demand/forward plan is current and correctly reflected in Baan.
- Monitor component project over runs, ensuring all O&A activity is claimed to ensure any additional work is charged to the customer and the company make the appropriate profit margins.
- Ensuring that continuation training is up to date and that packs are read and signed for.
- Be part of the Post Project Evaluation team, so any commercial lesson leant can be quickly implemented.
- Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process. The VOTC reviews and regular Face to Face meetings will assist in this process.
- Carry out contract reviews to ensure compliance of contract requirements
- Monitor and report on status of unbilled and aged debtors, ensure adequate processes are in place to capture this.
- Manage post survey reports and carryout any necessary project reconciliation with the customer.
- Ensuring that continuation training is up to date and that packs are read and signed for.

TAA / ITAR Compliance. (If applicable)
- To become the Customer point of contact for all TAA / ITAR related issues.
- Ensuring TAA is current and that obligations of agreement are being performed.
- Ensuring applicable NDAs are drafted and signed.
- Responsible for requesting and monitoring amendments to TAA

**Authorities**:

- Financial and Commercial delegation.

**Job Requirements**:(e = essential / d = desirable)

**Education and Training**:

- Relevant engineering qualifications as necessary to at least NC level; (e)
- Extensive experience of working within the aircraft MRO environment or similar industry; (e)
- Work experience in MRO customer service or related field; (e)
- Strong mathematical skills; (e)
- Strong technical learning ability; (e)
- Familiarity with Windows, Microsoft Word, Excel, MS Project and Bann ERP and be sufficiently IT literate to acquire knowledge of other computer programme software used throughout the business; (e)
- Possess or be willing to undertake a relevant business management qualification to Diploma level or above; (d)
- An accounting qualification. (d)

**Technical Requirements**:

- Adept at building effective working relationships to benefit Customer needs
- Good interpersonal/communication skills - both written and verbal
- Negotiation and persuasion skills to be able to resolve Customer issues
- Presentation skills with an articulate and confident delivery style
- Self-motivated, and able to prioritise and manage own workload
- Meet the Company's health screening and surveillance requirements.

**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.
- Must be willing to walk to various areas throughout the facility

**About Us**

When you work at StandardAero, you're not just an employee, you're part of a vibrant company of like-minded people, all working collaboratively towards the same goals. We succeed as a team because we value the unique contributions and perspectives of all of our people, fostering a culture of collaboration and excellence. It's a culture that promotes mutual respect and effective communications to create an environment of stability, shaping the organization and forging a successful future. Our goal is to be the best place to work, giving each and every employee the opportunity to reach their maxim

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