Customer Service Representative

**Build an Aviation Career You’re Proud Of**

Build your career with integrity by working at a company that doesn’t just treat you like a number. You’ll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you’ll be set up for success.

**Key responsibilities and duties but not limited to**:

- Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process;
- Accurately prepare and process customer transactions such as quotations, purchase orders, rentals, cost estimates, invoicing and calculation of relevant gross profit margins and other financially based analysis as required.
- Review information on estimates and invoices with the CPM;
- Work with finance department in setting up and managing 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 induction of product;
- Receive and process customer and intercompany purchase orders;
- Monitor warranty payments from OEM’s and prepare journal entries as required _(product applicable); _
- Drive advance delivery of Customer supplied documentation (log book, log cards, PO’s) to support immediate engine function and forecast anticipated shop visits by Customer by engine serial number (product applicable) ;
- Customise the production plan and project plans in close liaison with production, engineering and logistic support. Update the ERP system as required to ensure all plans on track and accurate;
- Create, update and maintain all relevant reports and KPIs as required;
- Manage time effectively, meet personal goals and work effectively with other members of the team and business;
- Maintain proficiency in using personal computer, data entry terminal and other common office equipment and software;
- Follow company policies and procedures and where necessary create procedures;
- Answer incoming calls and provide front line support;
- Create and maintain a coherent filing system;
- Willing to work flexible hours as required;
- Present a professional image at all times to customers (internal and external).
- Attend and participate in all meetings as necessary;
- Active participation in operational improvement activities and projects as applicable;
- Cover and support other CSRs within the team (irrelevant of product).Perform all other duties as needed to ensure departmental efficiencies.

**Competencies**:
Core:

- Good interpersonal/communication skills - both written and verbal.
- Adept at building effective working relationships to benefit Customer needs.
- Strong financial acumen both in terminology and processes.
- Follow and write processes and procedures.
- Self motivated and able to prioritise and manage own workload.
- Does require 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 a demonstrated experience 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 (QMS), Environmental Management Systems (EMS), Safety Management Systems (SMS) and all Export Control & Compliance Policies.

Desirable
- Aviation 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.
- Knowledge of products/engines/propellers/accessories in respective business.
- Experience of using ERP systems or similar enterprise resource planning tool.

**Organisational Relationships**:

- Working directly with CPM, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain and Procurement.
- Actively contribute in other functional areas not directly related to Customer Services i.e. Operations, Technical, Quality and Material.Work 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
- Does require fluent communication in English language

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 annu