Customer Resolution Specialist (Contract)

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com

• Notice: Know Your Rights: Workplace Discrimination is Illegal
• Notice: Pay Transparency Nondiscrimination  (English)
• Aviso: Transparencia en el Pago No Discriminación (Spanish)

Job Description:

Job Summary:  

The Customer Resolution Specialist (CRS) is 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.

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 other account teams and regions as workload and work distribution priorities demand proactively and as per agreement with Manager. 

• Comply with SATAIR’s mission, values, quality systems, standard operating procedures and ISO manual

• Comply with SATAIR’s guidelines on Ethics & Compliance

• Comply with SATAIR’s processes and procedures agreed per function

• Other duties assigned by management

Qualified Experience and Training: 

Education:

Required

• High School Diploma or an Associate's Degree in customer service experience within a similar sized organization

Experience:

Required

• 1-3 years' experience with customer service experience within a similar sized organiz