Full-timeCustomer service· Posted 28 Jul

Satair - Customer Resolution Manager - Satair Channel, APAC

AirbusFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role sits within Satair's Customer Resolution Services team for the APAC region, supporting aircraft spare parts customers and coordinating order activity. You will work closely with the Head of Customer Resolution Services Region, guiding a sub-group and handling escalations. It suits someone with a customer service background who is comfortable with systems, processes and technical documentation.

What you'll do

Handle aircraft spare parts requests and related services, giving customers quick and qualified responses
Balance daily workload with the Head of Customer Resolution Services Region and coordinate upstream activities and escalations
Give functional guidance and training to sub-group members, including onboarding new employees

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Track and analyse KPIs for the SPOC group, manage material order activity and produce order activity reports

Review operational workload, daily task allocation and shift scheduling, and make sure procedures and policies are followed

Handle quotes and orders according to process

Manage the Open Order Book and work with claims against KPIs

Maintain customer records

Make decisions to ensure on-time material delivery and raise first level escalations when material needs are not met

Manage an assigned customer portfolio and organise account meetings with customers and internal stakeholders when agreed with the manager

Good to know

Permanent contract
Based in Singapore
Flexible working arrangements are supported where possible

Requirements

Preferably 3 or more years of customer service experience in a similar sized organisation
Preferably a BSc in Business Administration, Supply Chain, Logistics or Production
PC literacy including word processing, spreadsheets and databases
Technical and process oriented background with ability to interpret technical documentation
Well versed in system and process landscape
Proactive, customer oriented attitude

Benefits

Flexible working arrangements where possible

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Satair - Customer Resolution Manager - Satair Channel, APAC

About the role

What you'll do

Good to know

Requirements

Benefits

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