Job Description:
The role provides day to day support to Business Aircraft Customers globally through providing quotations for parts, answering Customer queries, processing sales orders and rental requests and ensuring overall Customer satisfaction. This position is one of a team of seven Customer Service Representatives situated globally providing round the clock service for a growing client base, reporting into the Global Customer Service Manager and the Director of Supply Chain / Customer
Primary Duties
- Process Customers Orders efficiently and accurately from inception to invoicing.
- Coordinate and communicate effectively with internal and external customers.
- Contribute to successful delivery of Customer Orders.
- Confers with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, and obtain or address customer complaints, process Requests for Quotes, process Rental requests, and other tasks as necessary.
- Responds to call or emails to customers to provide follow-up on inquiries.
- Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
- Provides technical assistance to customers and escalates complex issues to appropriate personnel as required
- Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
- Confers with Operations, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
- May promote products/services to ensure business targets are met.
- May provide after-sales support for client contracts to ensure customers satisfactions are met.
- Performs duties related to overall customer service.
- Provides support to sales team regarding customer concerns.
- Coordinates with Inside Sales to identify opportunities.
- Serves as customer interface on product status and delivery.
- Maintains knowledge of TES organization and products to provide the appropriate information and support to customers.
- Consistently documents customer service needs to identify patterns and maintain quality.
- Other duties as assigned.
Qualifications
Minimum Qualifications:
Either one or both of the following
- Associates Degree in Marketing or in an Aviation/Customer Service Industry related field
- A minimum of three years related industry experience
Preferred education and experience:
- Bachelor’s degree in business administration or in an Aviation/Customer Service Industry related field
- 4 years related industry experience.
Successful candidates will possess these skills:
- Fluency in English
- Ability for Accuracy, Accountability, Judgement and Decision Making
- Ability to work in a Time-Sensitive and High-Pressure Environment
- High level of competency with Microsoft Excel and Word
- Solid interpersonal skills that allow one to work effectively in a diverse working environment
- Able to effectively communicate both verbally and in writing
- Strong attention to detail
- Strong planning, organizational, analytical, decision-making, and problem-solving skills
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
- Ability to multi-task and understand priority levels is a must
- Data entry and typing skills
- A commitment to professional practice and continuous professional improvement