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Customer Service Representative

4 months ago

Wolverhampton, United Kingdom Collins Aerospace Full time

**Date Posted**:
2024-04-10
**Country**:
United Kingdom
**Location**:
Goodrich Actuation Systems Limited, Stafford Road, Wolverhampton, WV10 7EH
**Position Role Type**:
Unspecified
**What do we offer?**
- Competitive salary
- Company performance bonus scheme
- Pension scheme - up to 10% employer contribution
- Private medical insurance
- Comprehensive health cash plan
- 25 days annual leave + bank holidays
- Flexible benefits programme (buy & sell holiday allowance, discounted gym memberships, Maternity/ adoption leave
- up to 52 weeks, first 26 weeks at full pay, subsequent 26 at 50% (basic pay)
- Structured training & opportunities to progress
- Opportunity to join ERGs (employee resource groups), participate in community projects & much more

**What does the role look like?**

**What will your day-to-day responsibilities look like?**
- Drive a customer-centric culture within the Collins Aftermarket Service Team, ensuring every interaction prioritizes customer satisfaction.
- Serve as the primary point of contact for a portfolio of customers in the Aftermarket area, managing their inquiries and needs efficiently.
- Enhance customer information, communications, and documentation to elevate service levels and ensure clarity.
- Collaborate proactively within a multi-disciplinary team to meet and exceed customer expectations and deadlines.
- Independently handle customer inquiries via telephone or electronic channels, providing information, managing accounts, generating quotations, and resolving issues promptly.
- Coordinate scheduling and order management activities, ensuring alignment with customer delivery requirements and operational team commitments.
- Conduct reviews of requests for quotation (RFQ), purchase orders (PO), and contracts to ensure compliance with contractual obligations.
- Utilize organizational and product knowledge to address complex inquiries and provide personalized follow-up to customers, deviating from scripted responses when necessary.
- Develop documentation and standard procedures to address difficult customer issues, requests, and complaints, directing queries to appropriate departments or personnel as needed.
- Monitor adherence to agreed-upon schedules, manage customer expectations, and provide regular status reports, identifying and escalating operational performance issues promptly.
- Collaborate with internal teams such as production, sales, shipping, and warehouse to expedite or trace shipments and resolve issues effectively.
- Report issues through the Quality, Cost, Delivery, People, Safety (QCPC) procedure and resolve invoice queries to ensure timely cash collection.
- Operate in alignment with the company's ethical standards, information technology policies, people philosophies, and EH&S (Environment, Health, and Safety) policies and procedures.
- Demonstrate understanding and actively participate in continuous improvement (CI) and Lean activities, driving improvements within the team and processes wherever possible.

**What will you bring to the role?**

**Essential skills**:

- Passion for delivering excellent customer service and effective communication skills.
- Practical knowledge and understanding of the aerospace industry, particularly with a military focus.
- Experience in customer service, demonstrating the ability to manage relationships effectively and attention to detail.

**Desirable skills**:

- Familiarity with SAP experience in sales and distribution modules.
- Understanding of export requirements, including EUU's and export licenses.
- Previous exposure to continuous improvement methodologies and Lean principles.

**About us**:
Are you looking to join a dynamic global team that works across the entire Aerospace industry? If yes, get onboard the Collins Aerospace Team & play a part in expanding the opportunities to develop new products & challenge the state of art technology.

We believe Diversity drives innovation; equity eliminates obstacles, inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where everyone can belong & succeed, contributing to a better society.

**We are committed to ensuring the recruitment process is barrier-free & inclusive as possible to everyone. We will make adjustments for people who have a disability or long term condition to remove barriers that may be experienced in the recruitment process.**

**_ RTX is An Equal _**_Opportunity/Affirmative_**_ Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class._**

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