Customer Service Representative

2 weeks ago

Gosport, Hampshire, United Kingdom Standard Aero Full time

Build a Thriving Career in Aviation

At Standard Aero, we're committed to helping you grow and succeed in your career. As a Customer Service Representative, you'll play a vital role in building strong relationships with our customers, ensuring their needs are met, and delivering exceptional service.

Key Responsibilities:

  • Develop and maintain customer relationships, increasing customer satisfaction and delivering a responsive and effective communication process.
  • Prepare and process customer transactions, including quotations, purchase orders, rentals, cost estimates, invoicing, and financial analysis.
  • Work closely with the CPM to review information on estimates and invoices.
  • Collaborate with the finance department to set up and manage customer accounts in the ERP system.
  • Communicate with operations and management regarding customer issues, needs, and concerns.
  • Ensure all Cycle Zeros are accurately completed prior to product induction.
  • Process customer and intercompany purchase orders.
  • Monitor warranty payments from OEMs and prepare journal entries as required.
  • Drive the delivery of customer-supplied documentation to support engine function and forecast anticipated shop visits.
  • Customize production plans and project plans in close liaison with production, engineering, and logistics support.
  • Create, update, and maintain relevant reports and KPIs.
  • Manage time effectively, meet personal goals, and work collaboratively with other team members and departments.
  • Maintain proficiency in using personal computers, data entry terminals, and other common office equipment and software.
  • Follow company policies and procedures and create procedures as necessary.
  • Provide front-line support and answer incoming calls.
  • Create and maintain a coherent filing system.
  • Work flexible hours as required and present a professional image at all times to customers.
  • Attend and participate in all necessary meetings.
  • Contribute to operational improvement activities and projects.
  • Cover and support other CSRs within the team.

Competencies:

Core:

  • Excellent interpersonal and communication skills.
  • Able to build effective working relationships to benefit customer needs.
  • Strong financial acumen, including terminology and processes.
  • Follow and create processes and procedures.
  • Self-motivated and able to prioritize and manage own workload.
  • Fluent communication in English language.
  • Meet the company's health screening and surveillance requirements.

Essential:

  • Customer-facing experience.
  • Full understanding of financial terminology and processes.
  • Strong planning, organizational, analytical, and problem-solving skills.
  • Experience working in a culturally diverse environment with sensitivity to other cultural norms and practices.
  • Responsible for observing and reporting any issues or concerns in support of the company-wide Quality Management Systems, Environmental Management Systems, Safety Management Systems, and Export Control & Compliance Policies.

Desirable:

  • Aviation experience.
  • Full driving license.
  • Ability to work flexible hours.
  • Willingness to travel within the UK and internationally.
  • Working in an office setting, spending extended periods of time sitting at a computer.
  • Knowledge of products, engines, propellers, accessories, and respective business.
  • Experience using ERP systems or similar enterprise resource planning tools.

Organisational Relationships:

  • Working directly with CPM, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain, and Procurement.
  • Actively contributing to other functional areas not directly related to Customer Services, including Operations, Technical, Quality, and Material.
  • Working effectively with colleagues and other internal departments.

Professional Qualifications/Education and Training:

Essential:

  • Customer administrative role.
  • Microsoft computer skills to a high level of competency.
  • Financial acumen, prior experience, or formal training.

Desirable:

  • Degree.

Experience:

This should detail the type of experience that would be relevant to the role in order to help demonstrate competency.

  • Customer administrative experience.
  • Computer skills at a high level of competency, especially in Excel and Word.

Benefits that make life better:

  • 206 hours annual leave per year for employees working 37 hours per week, plus 8 public holidays.
  • 4% employer match pension scheme.
  • YuLife wellbeing services, including 24/7 virtual GP service, Employee Assistance Program, personalised online fitness programs, and many more.
  • Bonus opportunities.
  • Generous paid sick leave.
  • Life assurance cover.
  • Salary sacrifice cycle to work scheme.
  • Onsite gym at both the Fleetlands and Almondbank sites.
  • Electric Vehicle Scheme.
  • Seasonal flu jabs administered on site each year by Bupa.

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