Customer Resolution Specialist

***
* Job Description:

****** What does your next challenge look like?*
* ** 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 international 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 grow, 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.
** WHAT’S IN IT FOR YOU*
* ** 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*
* ** HOW YOU WILL CONTRIBUTE TO THE TEAM
*
* 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 agreement with the Manager
* Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance
* In addition to an assigned portfolio of customers, which may change, assist…