Position Overview:
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 a lead position and go to person for all customer service representatives situated globally providing round the clock service for a growing client base, reporting into the Manager of Customer Service and liaisons with Supply Chain. Maintaining Salesforce integrity and dispersing cases equitably among team members is of upmost importance.
Key Responsibilities:
- Ability to delegate processing of customer orders efficiently.
- Ability to support the team, as needed, for assisting with Customer Orders, Inquiries..etc in order to facilitate the successful delivery from inception to invoicing.
- Lead and motivate by example and maintain professionalism at all times.
- Maintain financial accounts by processing customer adjustments including but not limited to: credit limit increases/decreases, contact information, creation of new accounts, and merging of accounts to assist the department’s requirements.
- Coordinate effectively with colleagues globally.
- Ability to multi-task, prioritize, and manage time effectively as well as the team.
- Responds to call or emails to customers to provide follow-up on inquiries.
- Assists with ensuring Standard Operating Procedures (SOP) are kept up to date and/or with the creation of new SOP processes that need to be documented and implemented.
- Assists the Customer Service Manager in ensuring SOP’s and departmental changes are being implemented and adhered.
- Reviews open order reports to ensure processing is being completed in a timely manner; delegates follow-ups as needed.
- Provides assistance and generates documentation to solve customer issues/requests/complaints in accordance with procedures, and when required, escalates complex issues to appropriate personnel or department, as required.
- Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
- Promotes products/services to ensure business targets are met.
- Provides leadership within the Customer Service group to ensure accountability and integrity.
- Build sustainable relationships of trust through open and interactive communication.
- Must provide after-sales support for client contracts to ensure customers’ expectations are met.
- Performs duties related to overall customer service and is the first point of contact for any escalation involving internal or external customers.
- Works with Customer Service Manager to help set priorities and goals.
- Ensures all incoming Salesforce cases are being managed and answered in a timely manner meeting or exceeding expectations directing cases to other team members, as necessary.
- Provides support to sales team regarding customer concerns.
- Coordinates with sales reps to identify inside sales opportunities.
- Serves as customer interface on product status and delivery and answers questions about warranties or terms of sale.
- 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:
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 always
- 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