Post Graduate Commercial Trainee M/F

1 month ago

Gloucester, United Kingdom Safran Landing Systems Full time

Job Description

Reporting to the Customer Support Manager, this Post Graduate position offers the opportunity to undertake a training program across the Customer Support department over a two years period with an offer of full time employment at the end of the program.

1st phase of the training – Spend time with the Customer Support Administrators to get familiar with internal procedures, contracts, order management, quoting, invoicing.

2nd phase of the training – Spend time with the Key Account Managers. The aim is to have a loyal and satisfied customer base and to exceed customer expectations

This will involve working closely with key business stakeholders (Sales, Finance, Quality and Operations) to:

• Improve the customer service experience, taking ownership of customer issues and following problems through to resolution.
• Capture the customers' expectations and preferences and act as the voice of the customer within the organisation to ensure these customer requirements are satisfied.

PRINCIPAL ACCOUNTABILITIES
• Management of contracts post sales negotiation – ensuring the business adheres to the terms – updating the internal systems with the contract information such as contract summary database.
• Continually strives to improve the customer service experience taking ownership of customer issues, investigating them, and following them through to resolution.
• Monitors customer satisfaction through the Net Promoter Score and acts on customer feedback.
• Visiting customers, reactive and proactive, arranging, preparing agenda, and issuing visit reports.
• Managing customer requests, accurate recording of issues and working with relevant teams to close out all actions in a timely manner.
• Managing core gear returns with the customer to ensure they are back on time to meet launch slots.
• Working with the customer to ensure all invoices paid on time.
• Liaising with the Rotable Controller to ensure all customer-planning requirements are recorded and supported.
• With the support of other departments, manages the customer interface for complaints or external quality escapes.

• Accountable for cash collection for customers within portfolio.

Complementary Description

KEY MEASURES OF PERFORMANCE

• Net Promoter Rating
• Core gear returns to target
• Monthly cash target
• Launch adherence to the Master Production Schedule

Job Requirements


• Proven experience working with customers, preferably within the Aerospace Industry.
• Effective communication skills throughout all levels of the business and with customers.
• Strong interpersonal skills necessary to develop and maintain effective working relationships internally and externally.
• A keenly developed sense of right first time attitude towards quality.
• Solution provider
• Good organisational and planning skills.
• A flexible approach with ability to adapt to different working environments.
• Highly motivated, takes accountability, delivers excellence and respects internal and external customers
• Excellent computer literacy and competent on basic computer systems (e.g. Microsoft Word, Excel, Powerpoint).

Specificity of the job

There is no regular travel with this role

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