Customer Resolution Manager

In this context we are looking for a
** Customer Resolution Manager
** to join our
** Customer Support Team
** inThis role will provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR's values, processes, goals, and strategies. Together with the Head of Customer Order Fulfillment Region, balance daily workload within the respective SPOC group, coordinating upstream activities and escalations. Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services.
* ** Competitive Remuneration**
* ** Work / Life Balance:
Hybrid Working, flex-time, maternity/paternity leave**
* ** Personal Development:
Personalized development plans, large portfolio of learning solutions & lots of internal mobility opportunities**
* ** Health & Wellbeing:
Health insurance, well-being programs
*** Participate in and contribute to a high performing Customer Order Fulfilment Team
* Measures, analyses and utilizes key performance indicators (KPIs) on behalf of the SPOC group in order to manage material order activity and produces order activity reports for customers, account team and management.
* Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling
* Make decisions to ensure on-time material delivery to meet customer expectations
* Identify and initiate first level escalations on material needs that are not meeting the customer's expectations
* Support management with feedback in support of team member's performance and development needs
* Provide consistently high quality responses to all customer related requests for all materials and related services to ensure the highest possible customer satisfaction.
* Assist with onboarding of new employees and coordinate/conduct training and upskilling of team members
* When necessary and agreed with the manager, organize and conduct regular account meetings with customers, internal stakeholders, Satair Account Directors and others, to share information and keep a global view on your customers' activity.
* Keep immediate Functional Managers as well as the relevant Manager/s informed about progress and status of agreed tasks as well as any critical problem areas
* Identify efficiency improvement areas and offer suggestions to improve efficiency
* Comment/advise on undesirable conditions within the organization, and propose potential solutions for improvements

Equipped with a degree in Business, Supply Chain, Logistics or Production or equivalent experience, paired with 5+ years of customer service, logistics, supply chain or aviation experience. We are looking for a team player with the following experience, skills and mindset.
* Bachelor's Degree in Business Administration, Supply Chain, Logistics or Production or an equivalent combination of education and experience is required.
* 5+ years of work experience in customer service, logistics, supply chain or aviation industry
* Shipping and/or aviation knowledge is an advantage
* Proactive, customer oriented attitude and working style for internal stakeholders and customers
* Willingness to take accountability within the own SPOC group and ability to motivate, guide and train group members and newcomers
* Proficient in SAP and ERP systems
* Proficient in Google Suites and Microsoft Office
* Technical and process oriented background with the ability to understand and interpret technical documentation

Satair is an Airbus Services company offering first-class material management solutions in the aviation aftermarket industry. We take pride in delivering an excellent customer experience around the clock, driving innovation, and contributing to aviation's digital and sustainable transformation.

With our global functional organisation spanning 11 sites and locations worldwide, and a team of over 1,900 people supporting a $3.3 billion turnover, you will be part of a truly global company that continues to grow year after year.

Welcome to the Satair family!

If you want to know more about our business, have a closer look at our website!
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