Customer Service – Customer Solutions Specialist

Chromalloy is a global engineering & solutions company. We are a leading provider of aftermarket parts, repairs, and solutions that safely & reliably extend the life of aircraft engines and gas turbines. We develop, manufacture and repair critical turbine components for a range of engine platforms. Our solutions support the engines running the aerospace, energy and defense industries around the world.

Chromalloy employees are proud, passionate problem-solvers who strive to live our values every day. A career with Chromalloy is an opportunity to learn from top industry experts, work with important technologies, and unlock a passion for innovation. Join our team of experts, innovators and problem-solvers delivering world-class solutions for our customers. Be part of something bigger with Chromalloy.

Video: What We Do

Wie zijn wij?

Chromalloy Holland is gevestigd in Tilburg en we zijn gespecialiseerd in de reparatie, vervaardiging en coating van vliegtuigonderdelen. We doen dit voor grote luchtvaartmaatschappijen, fabrikanten van vliegtuigmotoren en bedrijven die de revisie daarvan doen. Wij zijn het enige niet-OEM-bedrijf in de wereld dat coatings, reparaties, gietstukken, productie en revisies allemaal vanuit een enkele bron kan aanbieden. We maken onderdeel uit van een wereldwijde organisatie met het hoofdkantoor in de US. Met meer dan 4000 collega’s zijn wij elke dag bezig met nieuwe oplossingen voor Aero-, Militaire- en Industrial Gas Turbines. Chromalloy Holland in Tilburg heeft ruim 180 medewerkers.

Position Description

Revision date: 2025 Job Title: Customer Solutions Specialist

Department/Function: Customer Solutions Report to: Senior Customer Solutions Manager

POSITION SUMMARY: The basic purpose or function of this position is

To ensure customer requirements are obtained, managed, coordinated as a liaison person between customer and operation/operation support division to successfully meet timeframe and maximize customer satisfaction, for maintaining maximum benefit of Chromalloy.

PRIMARY DUTIES AND RESPONSIBILITIES:

1. Functional

• As a CS Specialist you coordinate as a liaison person between Operation, Operation Support, Engineering and customers by following up work on behalf of your customer and keeping them updated on progress and outcomes.
• You will serve as the primary escalation point for complex issues, that you resolve in coordination with cross functional teams. This includes reviewing system processes, testing and providing feedback to improve systems and increase productivity,
• Buildup & maintain good customer relationship by regular phone call, email, visiting, …,etc. to understand customer culture and increase sale opportunity by keep customer informed of new developed repairs and/or added repair capabilities
• Resolve customer complaints efficiently and professionally, ensuring high satisfaction.
• Obtain engine forecast, customer requirements, to share, communicate & follow up relevant depts to ensure customer’s requirements are well understood and successfully met timeframe.
• Handle complex customer inquiries, responsible for RFQ and provide quotation to customers.
• Collaborate with BD to review and analyze cost, price increment, in order to provide quotation that meet customer requirement in all biddings.
• Analyze customer feedback and trends to suggest improvements in service process
• Receive complaints from the customers either by telephone calls or in writing, hand such complaints to the Quality Assurance & Training Director and follow-up status.
• Summarize order received, order discrepancies and work progress based on the information received from Operation, Operation Support, Engineering and Shipping & Receiving departments and report status to customers on a daily, weekly, monthly or quarterly basis as defined by customers.
• Create & maintain customer database in computerized systems on the computer pertaining to fee quoted on new proposed contract and update price and information of the accepted quotations.
• Perform tasks with correctness, thoroughness, and attention to detail, ensuring that work is free from errors and meets established standards.
• Backup for Senior Customer Solution Manager in case of absence

1. Meeting

• Conduct & Participate for Customer Solution Department role in established and ad hoc meetings to update work progress and work- related issues and to ensure that works are performed according to short and long-term plans and obtain direction for solving work related issues.
• Collaborate with cross-functional teams (Operations, Logistics, Engineering) to resolve customer issues

1. Auditing
   • Be able to answer and provide related information or document of each individual work scope to all internal and external auditors.
2. Technical Document
   • Make suggestion for improvement of working procedures or technical knowledge in order to improve efficiency and effectiveness of company working procedures.
3. Supervision
   • Provide guidance on the job training or coaching to ensure that works are performed correctly and follow company standards and Aviation Authority’s regulation.
4. Report
   • Summarize operation data from individual team by Standard/Customized Reports and submit to Customer Service Manager periodically (Weekly, Monthly, Quarterly), e.g. Weekly Input, Sale Forecast report, Sale report, Pool Part Sale report and Average Turn Time Per Product report.

EDUCATION AND WORK EXPERIENCE:

• Minimum 5 years of working experience in customer service, preferably in the related industry
• Good command of English (speaking, reading and writing)
• Strong problem-solving skills and ability to handle pressure situations
• Customer service minded
• Computer Literate (a.o. Microsoft Office)
• Business understanding in Standard Procedure Manual (SPM)
• Minimum bachelor’s degree in business administration or marketing.

Chromalloy is proud to be an Affirmative Action/Equal Opportunity Employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran’s status, or visual, hearing, mental or physical disability.

Any offer of employment will also be conditioned upon the successful completion of a background investigation in accordance with company policy and applicable government regulations.

If this position requires access to export-controlled technology and technical data, as defined in the Export Administration Regulations and or the International Traffic in Arms Regulations, any offer of employment is contingent upon Chromalloy’s determination, in its sole discretion, if any additional authorization for the employee to access such technology is required and obtainable in a manner that meets its immediate business needs prior to beginning work.

Pay Type

Salary

Read Full Description