Asa Customer Services Representative - Wolverhampton, United Kingdom - Collins Aerospace

Collins Aerospace

Verified Company

Wolverhampton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Date Posted:

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?
This position is for an experienced Customer Service professional within the Aftermarket

Environment.

This will entail responding to/hosting customer calls and inquiries to provide the customer with updates on their orderbook whilst ensuring smooth customer service operations.

What will your day-to-day responsibilities look like?

Drive a culture of Customer First in all customer interactions with Collins Aftermarket Services
Manage a portfolio of customer in the MRO or Spares as primary point of contact
Be responsible for enhancing customer information, communications, and documentation to

- improve service levels

Proactively work within a multidisciplined team that meets Customer expectations and

- deadlines.

Work independently to confer with customers that contact the organization by telephone or

- electronically to provide information about organization products or services, discuss
- customer accounts, create and manage quotations and obtain or address customer
- complaints.

Schedule/Order management
Agree and manage customer delivery requirements with the
Operational Team ensuring requirements and commitments are understood by all parties.
This includes complex paperwork related to orders for specific Customer requirements (MOD

- doc, Export/End user etc.) and the order placement, amendments, quotations, expediting &
- release back to service.

Understand the operational contractual obligations relating to each order including warranty,

- penalties for late delivery and schedule adherence and ensure that obligation are met.

Use organization and product knowledge to address more difficult inquiries and provide

- inquiries, deviating away from script.

Develop documentation and standard work to solve difficult customer issues / requests /

- complaints. Direct queries to appropriate department or personnel, as needed.

Monitor adherence to agreed schedules, manage customer expectations and issue regular

- status reports. Prepare and issue performance charts for key customers. Proactive
- identification of operational performance issues on quotes, orders, returns ensuring
- appropriate issues are escalated in timely manner

Confer with production, sales, shipping, warehouse, or other personnel to expedite or trace

- shipments.

Report issues through QCPC (turn back procedure)
Resolve invoice queries to collect cash
Work in manner that adheres to all the companies Ethical Standards, Information Technology
Policies, People Philosophies and EH&S Policies and Procedures.
Demonstrate an understanding and participate in CI/ Lean activities. Drive improvements

- within the team and processes where possible.

What will you bring to the role?

Essential skills:

Highly motivated individual with background in decision making and taking responsibility.
Ability to use own initiative.
Operates with the highest level of personal integrity.

Desirable skills:

Good practical knowledge and understanding of Aerospace industries, ideally with a Military focus
Flexible approach, calm under pressure and responsive to change
Experience of Customer Portals such as DIBBS, WAWF, CAV, Exostar
Planning and organising skills with attention to detail, data input accuracy of the greatest

- importance.

Good interpersonal and people management skills
Good presentation and communication skills
Able to empathetically communicate Customer expectations
Leadership skills/experience desirable
Degree or equivalent qualification / University + 3 yrs
In the absence of a degree, 5 years of relevant experience is required
Experience in SAP and Microsoft Office required.
Fluent English and possibly another European language
Able to undertake domestic and overseas travel as required (<10%)

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 ide