Customer Resolution Manager

About the role

This role will provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR’s values, processes, goals, and strategies.

Responsibilities

• Participate in and contribute to a high performing Customer Order Fulfilment Team
• Measure, analyze and utilize key performance indicators (KPIs) on behalf of the SPOC group in order to manage material order activity and produce order activity reports for customers, account team and management.
• Ensure work procedures and policies are adhered to, review operational workload and daily task allocation and shift scheduling.
• Identify and initiate first level escalations on material needs that are not meeting the customer’s expectations.
• Support management with feedback in support of team member’s performance and development needs.
• Provide consistently high quality responses to all customer related requests for all materials and related services to ensure the highest possible customer satisfaction.
• Assist with onboarding of new employees and coordinate/conduct training and upskilling of team members.
• When necessary and agreed with the manager, organize and conduct regular account meetings with customers, internal stakeholders, Satair Account Directors and others, to share information and keep a global view on your customers’ activity.
• Keep immediate Functional Managers as well as the relevant Manager/s informed about progress and status of agreed tasks as well as any critical problem areas.
• Identify efficiency improvement areas and offer suggestions to improve efficiency.
• Comment/advise on undesirable conditions within the organization, and propose potential solutions for improvements.

Requirements

• Equipped with a degree in Business, Supply Chain, Logistics or Production or equivalent experience, paired with 5+ years of customer service, logistics, supply chain or aviation experience.
• Bachelor’s Degree in Business Administration, Supply Chain, Logistics or Production or an equivalent combination of education and experience is required.
• Shipping and/or aviation knowledge is an advantage.
• Proactive, customer oriented attitude and working style for internal stakeholders and customers.
• Willingness to take accountability within the own SPOC group and ability to motivate, guide and train group members and newcomers.
• Proficient in SAP and ERP systems.
• Proficient in Google Suites and Microsoft Office.
• Technical and process oriented background with the ability to understand and interpret technical documentation.

Qualifications

• Onsite or remote: 80 % onsite / 20% remote
• Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings.
• Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms.
• Sitting: able to sit for long periods of time in meetings, working on computer.
• Standing: able to stand for discussions in offices or on production floor.
• Travel: able to travel independently and at short notice.

Skills

• Technical and process oriented background with the ability to understand and interpret technical documentation.

Benefits

Local benefits may vary. Competitive Remuneration Work / Life Balance: Hybrid Working, flex-time, maternity/paternity leave Personal Development: Personalized development plans, large portfolio of learning solutions & lots of internal mobility opportunities Health & Wellbeing: Health insurance, well-being programs

Pay

TBD

Schedule

TBD