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

Collins Aerospace
Collins Aerospace
Verified Company
Wolverhampton, United Kingdom

1 month ago

Tom O´Connor

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
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