Customer Service Repairs Executive

6 months ago

Cheltenham, United Kingdom Ultra Electronics Full time

Ultra PCS is looking for a Customer Service Repairs Executive to join the Customer Service Function. The PCS Customer Service function is responsible for growth of the Customer Relationship and Aftermarket sales opportunities.

Through good business relationships and strong, senior-level customer interaction this function will deliver the defined business opportunities and develop a strategy that demonstrates achievable levels of profitable growth in line with the overall business plan. This function is instrumental in setting the strategy for the business for all aspects of Customer Service.

Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be hybrid home/office working, flexible working and part or full time employment. It's the 'innovating' and 'empowering' values that we ASPIRE to be. We welcome the challenge to work in new ways and have trust in you when getting the job done because we recognise, our business is our people.

As a key member of the team you will be responsible for delivering an exemplary standard of customer service to our Aftermarket customers. You will represent the customer and ensure that their voice is heard and acted upon within Ultra PCS, whilst also understanding and working towards the goals of the business.

You will process spares orders against customer demand, and despatch completed product ensuring on time deliveries. Working and communicating very closely with internal operational teams to ensure efficient and effective communication. Through your close working relationship with customers, you will help to identify potential new business opportunities.

Key Responsibilities:

- Review all customer repair, upgrade/modification and aftermarket spares orders in accordance with departmental procedures, ensuring customer requirements are understood, communicated with the business and where necessary challenged with the customer prior to commencing work on the customer owned products.
- Accurately load customer orders into Ultra’s ERP system.
- Provide customer with timely updates regarding the progression of their orders.
- Provide quotations to the customers for work to be performed on their units.
- Manage the customer interface for all our aftermarket customers providing exceptional service levels in accordance with our support contracts.
- Ensure all aftermarket customer issues are managed effectively and resolved to the mutual satisfaction of the business and our customers.
- Support the cash collection process to maximize our cash flow.
- Work with all areas of the business to resolve all customer issues which are holding up invoice payment or causing a customer complaint/concern.
- There may be additional activities to perform from time to time in order to maximise the contribution to Ultra Electronics PCS goals and objectives.

Required Skills & Experience:
Essential:

- Good customer interface skills
- Exceptional attention to detail
- Well organised and able to plan and schedule work effectively.
- Committed to customer satisfaction but with a strong understanding of the impact on the business.

Desirable:

- Experience in identifying opportunities.
- Aerospace experience (military and civil)
- ERP or other business system
- Awareness of export and import

Security Clearance

**Benefits**:
Every employee is critical to our success and as such we offer a range of flexible employee benefits along with career development opportunities.- Flexible working within core working hours- Early Finish on a Friday- 25 days holiday with the option to buy/sell 5 days plus bank holidays.- 4 times your annual salary in life assurance- Flexible benefits package (benefits such as, retail vouchers, gym discounts, health screening and more)- Pension Scheme - Less than 5 years' service up to 5.5% employer contributions, 5 years' service + up to 7.5% employer contributions.

Here at Ultra we are an equal opportunity employer and value diversity and inclusivity. Underpinned by our values, behaviours and policies, we want you to feel empowered to be the best version of yourself. We also believe that people from different backgrounds and cultures will increase our diversity of thinking, ensuring we successfully deliver to our customers.

We therefore do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also support requests for flexible working arrangements wherever possible.

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