Customer Service Representative (FTC)

Responsibilities:

Be responsible for the management of the following;

• Processing of Customer orders ensuring that commercial aspects are captured correctly.

• Over and above task/Emergent work activity including PPE.

• Supervision of the CO16 Task Register.

• Liaise with customer to ensure tasks are authorised in a timely manner.

• Ensure any order queries are resolved in a timely manner.

• Define and produce order metrics and reporting as required.

• Ensure process is in place to capture all PO detail in Baan, to allow accurate forecasting and timely submission of all invoices.

• Take part in monthly finance review to ensure all invoicing / revenue is claimed in accordance with agreed process. These will include PRB, Aged Debtor Telecom and Aged WIP meeting.

• Work closely with planning to ensure demand/forward plan is current and correctly reflected in Baan.

• Monitor component project over runs, ensuring all O&A activity is claimed to ensure any additional work is charged to the customer and the company make the appropriate profit margins.

• Ensuring that continuation training is up to date and that packs are read and signed for.

• Be part of the Post Project Evaluation team, so any commercial lesson leant can be quickly implemented.

• Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process. The VOTC reviews and regular Face to Face meetings will assist in this process.

• Carry out contract reviews to ensure compliance of contract requirements

• Monitor and report on status of unbilled and aged debtors, ensure adequate processes are in place to capture this.

• Manage post survey reports and carryout any necessary project reconciliation with the customer.

• Ensuring that continuation training is up to date and that packs are read and signed for.

TAA / ITAR Compliance. (If applicable)

• To become the Customer point of contact for all TAA / ITAR related issues.

• Ensuring TAA is current and that obligations of agreement are being performed.

• Ensuring applicable NDAs are drafted and signed.

• Responsible for requesting and monitoring amendments to TAA

Authorities:

• Financial and Commercial delegation.

Organisational Relationships:

• Working directly for the Business Manager.

• Working closely with the Central Commercial team.

• Work effectively with colleagues and other internal BU/departments

Job Requirements: (e = essential / d = desirable)

Education and Training:

• Relevant engineering qualifications as necessary to at least NC level; (e)

• Extensive experience of working within the aircraft MRO environment or similar industry; (e)

• Work experience in MRO customer service or related field; (e)

• Strong mathematical skills; (e)

• Strong technical learning ability; (e)

• Familiarity with Windows, Microsoft Word, Excel, MS Project and Bann ERP and be sufficiently IT literate to acquire knowledge of other computer programme software used throughout the business; (e)

• Possess or be willing to undertake a relevant business management qualification to Diploma level or above; (d)

• An accounting qualification. (d)

Technical Requirements:

• Adept at building effective working relationships to benefit Customer needs

• Good interpersonal/communication skills – both written and verbal

• Negotiation and persuasion skills to be able to resolve Customer issues

• Presentation skills with an articulate and confident delivery style

• Self-motivated, and able to prioritise and manage own workload

• Meet the Company’s health screening and surveillance requirements.

Experience:

• Full Driving Licence would be required

• Ability to work flexible hours with occasional overtime

• Willingness to travel within UK and Internationally where required

• Working in an office setting, spending extended periods of time sitting at a computer.

• Must be willing to walk to various areas throughout the facility, for which safety shoes would be required.

This is not an exhaustive list and from time to time additional responsibilities may be provided directly from your Line Manager.