Customer Support Representative

2 maanden geleden

Schiphol, Nederland Fokker Services Group Voltijd

As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, consisting of a mix of Airliners, Aircraft Manufacturers and 3rd party shops. Within the contracted customer support team the biggest goal is to deliver customer repairs on time and for the right price. Together with your colleagues, you will take care of the order process for the product line Component Services, consisting of both outsourced and inhouse repair orders, as well as offering exchanges. Within this setting, you will function as a connector to tie all ends together, representing the customer within the organization and the other way around.

You report to the Manager Customer Support within the Component Services business line. Within this role you are in direct communication with our customers and internal stakeholders.

**The Department**

The Component Services Customer Support department is part of Fokker Services Operations and consists of a team focused on our inhouse MRO customers as well as your team, which focuses on the Contracted Program Customer. These teams each focus on a specific segment of our business defined by the product-customer combination and work closely together with our inhouse repair shops as well as the operational buyer team who outsource part of the repairs.

The Customer Support Representatives are essential for linking the customer and the procurement department and responsible for the on-time delivery of customer orders for roughly all products and services of Fokker Services (Spares, exchanges, and repairs). Through continuous improvement on processes and services, the Customer Support branch strives to guarantee the ultimate Customer experience.

**Wat ga je doen?**:

- Responsible for managing the tail-to-end order process for the product lines Spares, Exchange, and Repairs;
- Operationally managing customer accounts;
- Take responsibility on ongoing issues on key accounts and take initiative to propose improvements where needed;
- Responsible for monthly report out on key customer accounts (both internally and towards the customer): communication on order status and performance;
- Monitoring and improvement of customer satisfaction;
- Sharing quotes with the customer and managing their status;
- Warranty handling and warranty claim settlement;
- Following up on and coordinating customer questions and complaints.

***Vacature**:

- Werkgever
Fokker Services B.V.
- **Vacaturekenmerken**:

- Categorie
Procurement
- Contracttype
Bepaalde tijd
- Min. aantal uren p/w
40
- Max. aantal uren p/w
40
- Locatie
Schiphol
- **Ervaring**:

- Werkniveau
Werkervaring
1-2 jaar
- Opleidingsniveau
Hoger Beroepsonderwijs
- **Wat biedt Fokker Services Group?**:

- A space within a team of talented specialists who are eager to share their knowledge and experience, but also want to learn from you;
- Room for professional and personal growth and a lot of autonomy
- Career opportunities.

The CLA (CAO) Meta-elektro applies. This consists out of the following:

- A competitive salary;
- When working fulltime (40 hours), you have twenty-seven holiday days and 13 ADV leave days per year.

**Wat vragen wij van jou?**:

- We are looking for an enthusiastic Customer Support colleague, who has an HBO professional
- and intellectual level and preferable experience within the aerospace industry or logistics;
- You are customer
- and service orientated, have a commercial drive and a problem-solving mentality;
- You master the Dutch and English language fluently (both spoken and written);
- You are commercially savvy and understand customer needs and requirements;
- You have a flexible attitude and can perform under pressure in stressful situations;
- You can work well both independently and, in a team;
- Change energizes you and you are creative;
- You have good analytical skills, in addition to a practical solution orientation;
- Valued competences: accountability, cooperation, adaptability, flexible behaviour, workmanship, customer orientation, initiative, focus on quality, commercial power.

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