Satair - an Airbus Services Company (100% subsidiary of Airbus)- www.satair.com
Satair is offering first class material management solutions in the aftermarket business of the aviation industry. With our global functional organization spanning across 10 different sites and locations worldwide , will be part of a truly global family.
Our customers have the ultimate goal to operate their fleet and our Airbus aircraft safely, efficiently in a cost-time-quality effective manner and of course with the expected comfort level for their customers. We at Satair do everything to support our customers in this.
If you want to know more about our business, just have a closer look here!
At Satair, you will find much more than a job - we offer you the possibility of growing both your personal and professional capacities in a fun, supportive and informal working environment.
As a Satair employee, you will be encouraged to engage, share knowledge and ideas. Your talent, experience and ability to influence the agenda will be valued. Satair invests in unique skills and development of people through internal and external training, coaching and professional development programs.
You will work as single point of contact(SPOC) for a predefined group of customers, and your main tasks will be to ensure excellent customer service by
• processing requests received by e-mails and phone
• following up on orders to ensure KPI’s such as delivery on time and customer satisfaction
• handling customer inquiries and complaints
• acting as the global contact on a daily basis to procurement, warehouse, shipping, sales, product management, accounting etc. to support our customers
• acting as back-up for any team member who is out of office
You will join one of our teams in Beijing that support customers in China. The group is part of a larger group of teams spread across Europe, Asia and the US.
Primary responsibilities
• Participate in and contribute to a high performing Customer Service Team
• Participate in and contribute to a high performing cross functional Customer Account Support Team
• Build and maintain strong customer satisfaction through industry leading quick response times as well as honest and qualified responses to all customer requests and inquiries
• Handle quotations and customer orders pertaining to SATAIR products including timely follow up on quotations, orders and backorders
• Support Sales and Finance in collection of Accounts Receivables
• Handle customer claims including timely handling of returned/ rejected goods from customers
• Professional telemarketing towards customers
• Maintenance of customer records
• Positively participate in the promotion of cross and up-selling strategies towards growth accounts
• Participate in back-up arrangements in support of absence by other Customer Service Executive colleagues
• Any other reasonable requests from the Manager – Customer Service
Secondary responsibilities
• Participate in external key customer meetings as per agreement with the Manager – Customer Service
• Participate in internal customer account and other Customer Service meetings as per agreement with the Manager – Customer Service
• Maintenance and development of the customer service quality level
General responsibilities
• Comply with Satair Group’s mission, values and Quality Management procedures
• Comply with Satair Group’s guidelines on Ethics & Compliance
• Understanding, sharing and living of Satair Group values and rules
• Respect Satair Group processes and procedures agreed per function
• Keep the direct report informed of the status of agreed tasks and of any critical problem areas
• Participate in optimizing Satair Group’s business procedures by applying existing Satair Group’s IT systems
• Comment/advise on unsatisfactory situations within the organization, and propose potential solutions for improvements
• Identify and offer suggestions to improve efficiency
• Be well informed about and familiar with the latest developments in Satair Group's business
• Have an inter-cultural understanding
• Participate in occupational safety and health efforts
• Contribute towards a positive and inspiring working environment
