Customer Resolution Specialist

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At SATAIR, we believe in sustainable aviation that allows people to travel and connect across the globe. We are on a mission to provide world class material solutions that keep aircraft flying and extend their lifespan. In Satair, you can challenge the status quo, pioneer new ways of working, and generate real value for airlines and suppliers worldwide. Being part of the Airbus family gives us the opportunity to live a global mindset, working in internationa l and diverse teams and collaborating across functions, sites and cultures.

If you want to work as one team embracing a can-do attitude in a demanding environment, then we offer a great place to explore, learn, and growth, making an impact on aviation’s digital and sustainable transformation.

In this context we are looking for a Customer Resolution Specialist to join our team Peachtree City, Georgia.

Our Customer Resolution Specialist (CRS) are responsible for responding to customer inquiries and End to End processing for spare parts for Airbus aircraft, as well as parts for competitor aircraft, for customers in the Americas region.

Here is a selection of some of the benefits we offer our employees. Local benefits may vary.

• 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

Primary Responsibilities:

85%

• Participate in and contribute to a high performing Customer Resolution Services Team
• Responsible and proactive management of the customer specific open order book
• Build and maintain strong customer satisfaction through industry leading quick response times as well as qualified responses to all customer requests and inquiries
• Identify and resolve blockers for quotes and orders in accordance with our processes. Manage the open order book and work with claims in accordance to our KPIs
• Support organization in securing on-time material delivery to meet customer expectations
• Train and Support our customers in using our e-commerce platforms (SATAIR Market/Airbus Spares Portal)
• Participate in back-up arrangements in support of absence by other Customer Resolution Specialists
• Attending team and departmental meetings
• Ensure continuous improvement of customer satisfaction
• Ensure Open Order Book Health, First Qualified Response Time, Ticket Resolution Time, Overdue Deliveries Performance Levels, and Quality of Responses (customer feedback)
• Keep immediate Functional Managers as well as the relevant Sales Manager/s informed about progress and status of agreed tasks as well as any critical problem areas
• Comment/advise on undesirable conditions within the organization, and propose potential solutions for improvements
• Participate in occupational safety and health efforts
• Stay well-informed about the latest developments in SATAIR’s business (Hub/mail/meetings)
• Working to achieve other department and company KPI’s

Additional Responsibilities: 15%

• Participate in or lead external key customer meetings as per agreement with the Manager
• Participate in periodic functional and cross-functional activities (eg.. projects, meetings etc) as per…