Global Customer Service Rep (Customer Accounts Management)

Job Description

As a member of the sales team, the “Global CSR” has the following scope and objectives:

• Ensure effective communication with our “key accounts” clients regarding the repair and spare parts orders they send us:
• Specifically, they ensure the consolidation of client needs through periodic conference calls, regardless of which SED repair workshop is involved (in France, Grand Prairie, or Singapore).
• They provide responses or alternatives to these needs by consulting various internal stakeholders within SED.
• They resolve disputes or blockages, including unpaid invoices, by working with customer support or program teams when necessary.
• Manage the resolution of AOGs (Aircraft on Ground) for the client portfolio they are responsible for.
• Provide on-call support outside of regular working hours, in rotation with colleagues, and assist our service provider who manages 24/7 client interface.

To achieve this, the Global CSR is responsible for the following tasks:

• Ensure proactive communication with assigned clients.
• Prepare and conduct ongoing reviews of repair and spare parts orders with clients.
• If possible, anticipate client emergencies and propose alternative solutions.
• To carry out their mission, the GCSR relies on:

o CSSM (Customer Support Service Management)

o Repair & spare parts Customer Support Representative Teams

o Debt Recovery & Management with customer

o The Supply Chain responsible for managing specific stocks (AOG, dedicated stocks, etc.)

• Weekly meetings with customers
• On-call duties one week per month in support of our service provider
• Performance Criteria (KPIs)

o Client feedback on communication quality

o Level of outstanding payment

o % of AOGs covered on time

Job Requirements

• A 5 to 10 years experiences on customers’ support ideally in aerospace sector
• A Engineering or Business Bachelor’s degree,
• Fluent in English, both written and spoken;
• Able to work in a Fast-Pace Environment
• Dynamic, persistent, and to pursue customer satisfaction.
• Strong negotiation, interpersonal & communication skills
• Strong business acumen with good data and analytical skills
• Ability to evolve in an international environment with strong multi-cultural and multi-client challenges, which includes being sensitive to the various backgrounds, experiences and cultures.

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