Customer Service Representative Team Lead - Wolverhampton, United Kingdom - Collins Aerospace

Collins Aerospace
Collins Aerospace
Verified Company
Wolverhampton, United Kingdom

2 weeks 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 a 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.

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


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

  • Drive a culture of Customer First in all customer interactions with Collins Aftermarket Services Actuation (ASA)
  • Manage a portfolio of customer in the Aftermarket area (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, obtain or address customer complaints & assist in resolution on account disputes


  • 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.
  • Complete RFQ/PO/Contract reviews to ensure compliance
  • Understand the contractual obligations relating to each order including warranty, penalties for late delivery and schedule adherence and ensure that obligation are met & we are compliant
  • 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 a 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.

Essential skills:


  • Experience in Customer Service
  • Excellent attention to detail
  • Some understanding of Export requirements i.e. EUU's, export licences

Desirable skills:


  • SAP Experience in sales & distribution modules would be an advantage
  • Aerospace Experience
  • Good practical knowledge and understanding of Aerospace industries, ideally with a Military focus

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 ideas enable us to deliver the best results for our workforce, workplace, and customers.

We are committed to fostering a culture where everyone can belong & succeed, contributing to a better society.


We are committed to ensuring the recruitment process is barrier-free & inclusive as possible to everyone. We will make adjustments for people who have disability or long term condition to remove barriers that may be experienced in the recruitment process.

_ RTX is An Equal __Opportunity/Affirmative_**_ Action Employer. All qualified applicants will receive consideration
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