Customer Support Representative - Material Services - Trade Desk

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 3 rd 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 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.

Furthermore, you are responsible for:

Proactively identifying new business opportunities and develop transactional sales into sustainable, long-term business relationships;

Actively responding to supply and demand in the aviation trading market, identifying opportunities to meet customer needs and drive sales;

Managing the end-to-end quotation and order process for the Spares product line, ensuring timely delivery, competitive pricing and a high level of customer service;

Taking ownership of ongoing issues within key accounts, proactively coordinate solutions and initiate improvements where needed;

Act as the key link between customers, Sales, Supply Chain and Program Management to align priorities, resolve issues and support commercial and operational objectives;

Monitoring customer satisfaction and proactively implement improvements to enhance the customer experience;

Follow up on and coordinate customer questions and complaints, ensuring timely communication and effective resolution.

You have an MBO/HBO-level education and experience in a fast-paced sales or customer support environment. Experience with in the aerospace industry is preferred.

You have a strong commercial mindset and proactively identify business opportunities while understanding customer needs and requirements.

You enjoy proactively reaching out to customers, picking up the phone to explore new opportunities, build relationships and turn conversations into sales.

You are fluent in English, both spoken and written. Proficiency in Dutch is preferred.

You thrive in a dynamic environment, adapt easily to changing priorities and perform well under pressure.

As one of the major independent players in the aerospace industry, we handle a diverse range of aircraft types. From commercial airliners to specialized military vehicles, each kind of vehicle finds its way to us, making our work both varied and challenging

Danny Vos
Aircraft Mechanic

We consider diversity and inclusion incredibly important; we believe that everyone deserves a fair chance. As the saying goes, diversity is being invited to the party, inclusion is being asked to dance as well. This is what Fokker Services Group stands for

Each day at Fokker Services Group brings unique challenges that push me to think creatively, while working alongside talented colleagues who inspire me to grow both professionally and personally. The dynamic environment here continuously motivates me to exceed my potential and make a real impact

A company with over a hundred years of experience,…