Customer Support Representative

3 maanden geleden

Hoofddorp, Nederland Fokker Services Group Voltijd

**Wat ga je doen?**:
The Role

As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, consisting of a mix of Airliners, governments and 3rd party traders or shops. Within the Hoofddorp Material Services customer support team the biggest goal is to deliver customer spares orders on time for the right price. Together with your colleagues, you will take care of the order process for the product line Spares in distribution and trading. 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 Customer Support Manager within the Material Services business line. Within this role you will maintain a direct communication line to our customer and sales organization and closely interact with the Supply Chain Department and Program Manager.

The Department

The Material Services Customer Support department is part of Fokker Services Operations and consists of a team focused on servicing our customers with the provision of spares and aftermarket support. 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 and production shops, as well as the operational buyer team who outsource the supply of spare parts and repairs. Your team particularly focuses on Airline customers, governments and worldwide traders.

The Customer Support Representatives is the link between 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.

Key Responsibilities
- Responsible for managing the tail-to-end order process for the product lines Spares (primarily), 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.
- Respond to supply and demand on the aviation trade market, spot new business and build transactional opportunities up towards a sustaining business;

***Vacature**:

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

- Categorie
Sales
- Contracttype
Bepaalde tijd
- Min. aantal uren p/w
36
- Max. aantal uren p/w
40
- Locatie
Hoofddorp
- **Ervaring**:

- Werkniveau
Werkervaring
2-3 jaar
- Opleidingsniveau
Hoger Beroepsonderwijs
- **Wat biedt Fokker Services Group?**:

- A competitive salary matching your experience and knowledge;
- When working fulltime (40 hours), you have 29 or 27 holiday days and 13 ADV leave days per year;
- A challenging international working environment;
- Company laptop and phone;
- An insider’s look into the innovative world of aviation;
- Room for professional and personal growth and a lot of autonomy;
- Guidance and advice of experienced colleagues;
- Discount on certain health insurances;
- A free learning platform to boost your knowledge with a wide variety of studies;
- Fun colleagues (trust us, we’re not biased);
- The option to work from home, for those days when you really want to get things done.

**Wat vragen wij van jou?**:

- We are looking for an enthusiastic Customer Support colleague, who has HBO professional
- and intellectual level within the aerospace industry or logistics;
- You have relevant experience in the aircraft parts trading business;
- 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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