Global Customer Service Rep (Customer Accounts Management)
As a member of the sales team, the "Global CSR" has the following scope and objectives:
- Ensure effective communication with our "key accounts" clients regarding the repair and spare parts orders they send us:
- Specifically, they ensure the consolidation of client needs through periodic conference calls, regardless of which SED repair workshop is involved (in France, Grand Prairie, or Singapore).
- They provide responses or alternatives to these needs by consulting various internal stakeholders within SED.
- They resolve disputes or blockages, including unpaid invoices, by working with customer support or program teams when necessary.
- Manage the resolution of AOGs (Aircraft on Ground) for the client portfolio they are responsible for.
- Provide on-call support outside of regular working hours, in rotation with colleagues, and assist our service provider who manages 24/7 client interface.
To achieve this, the Global CSR is responsible for the following tasks:
- Ensure proactive communication with assigned clients.
- Prepare and conduct ongoing reviews of repair and spare parts orders with clients.
- If possible, anticipate client emergencies and propose alternative solutions.
- To carry out their mission, the GCSR relies on:
- CSSM (Customer Support Service Management)
- Repair & spare parts Customer Support Representative Teams
- Debt Recovery & Management with customer
- The Supply Chain responsible for managing specific stocks (AOG, dedicated stocks, etc.)
- Weekly meetings with customers
- On-call duties one week per month in support of our service provider
- Performance Criteria (KPIs)
o Client feedback on communication quality
o Level of outstanding payment
o % of AOGs covered on time
Experience & Qualification Required
- A 5 to 10 years experiences on customers’ support ideally in aerospace sector
- A Engineering or Business Bachelor's degree,
- Fluent in English, both written and spoken;
- Able to work in a Fast-Pace Environment
- Dynamic, persistent, and to pursue customer satisfaction.
· Strong negotiation, interpersonal & communication skills
· Strong business acumen with good data and analytical skills
· Ability to evolve in an international environment with strong multi-cultural and multi-client challenges, which includes being sensitive to the various backgrounds, experiences and cultures.
As a member of the sales team, the "Global CSR" has the following scope and objectives:
- Ensure effective communication with our "key accounts" clients regarding the repair and spare parts orders they send us:
- Specifically, they ensure the consolidation of client needs through periodic conference calls, regardless of which SED repair workshop is involved (in France, Grand Prairie, or Singapore).
- They provide responses or alternatives to these needs by consulting various internal stakeholders within SED.
- They resolve disputes or blockages, including unpaid invoices, by working with customer support or program teams when necessary.
- Manage the resolution of AOGs (Aircraft on Ground) for the client portfolio they are responsible for.
- Provide on-call support outside of regular working hours, in rotation with colleagues, and assist our service provider who manages 24/7 client interface.
To achieve this, the Global CSR is responsible for the following tasks:
- Ensure proactive communication with assigned clients.
- Prepare and conduct ongoing reviews of repair and spare parts orders with clients.
- If possible, anticipate client emergencies and propose alternative solutions.
- To carry out their mission, the GCSR relies on:
- CSSM (Customer Support Service Management)
- Repair & spare parts Customer Support Representative Teams
- Debt Recovery & Management with customer
- The Supply Chain responsible for managing specific stocks (AOG, dedicated stocks, etc.)
- Weekly meetings with customers
- On-call duties one week per month in support of our service provider
- Performance Criteria (KPIs)
o Client feedback on communication quality
o Level of outstanding payment
o % of AOGs covered on time
Experience & Qualification Required
- A 5 to 10 years experiences on customers’ support ideally in aerospace sector
- A Engineering or Business Bachelor's degree,
- Fluent in English, both written and spoken;
- Able to work in a Fast-Pace Environment
- Dynamic, persistent, and to pursue customer satisfaction.
· Strong negotiation, interpersonal & communication skills
· Strong business acumen with good data and analytical skills
· Ability to evolve in an international environment with strong multi-cultural and multi-client challenges, which includes being sensitive to the various backgrounds, experiences and cultures.