We have a requirement for a Customer Service Representative specialising in an Aftermarket environment working with our Aerospace client based in Wolverhampton. Responsibilities for this role include promptly responding to and managing customer calls and inquiries to offer updates on their orders, thereby ensuring seamless customer service operations. Our client is seeking a highly motivated individual with exceptional attention to detail, a background in decision-making, and a strong sense of responsibility. The ideal candidate should demonstrate the ability to take initiative and operate with the utmost personal integrity.
Daily Duties
Drive a customer-centric culture within the Aftermarket Service Team, ensuring every interaction prioritizes customer satisfaction.
Serve as the primary point of contact for a portfolio of customers in the Aftermarket area, managing their inquiries and needs efficiently.
Enhance customer information, communications, and documentation to elevate service levels and ensure clarity.
Collaborate proactively within a multi-disciplinary team to meet and exceed customer expectations and deadlines.
Independently handle customer inquiries via telephone or electronic channels, providing information, managing accounts, generating quotations, and resolving issues promptly.
Coordinate scheduling and order management activities, ensuring alignment with customer delivery requirements and operational team commitments.
Conduct reviews of requests for quotation (RFQ), purchase orders (PO), and contracts to ensure compliance with contractual obligations.
Utilise organizational and product knowledge to address complex inquiries and provide personalized follow-up to customers, deviating from scripted responses when necessary.
Develop documentation and standard procedures to address difficult customer issues, requests, and complaints, directing queries to appropriate departments or personnel as needed.
Monitor adherence to agreed-upon schedules, manage customer expectations, and provide regular status reports, identifying and escalating operational performance issues promptly.
Collaborate with internal teams such as production, sales, shipping, and warehouse to expedite or trace shipments and resolve issues effectively.
Report issues through the Quality, Cost, Delivery, People, Safety (QCPC) procedure and resolve invoice queries to ensure timely cash collection.
Operate in alignment with the company's ethical standards, information technology policies, people philosophies, and EH&S (Environment, Health, and Safety) policies and procedures.
Demonstrate understanding and actively participate in continuous improvement (CI) and Lean activities, driving improvements within the team and processes wherever possible.
Essential skills:
Passion for delivering excellent customer service and effective communication skills.
Familiarity with SAP experience in sales and distribution modules.
Experience in customer service, demonstrating the ability to manage relationships effectively and attention to detail.
Desirable skills:
Practical knowledge and understanding of the aerospace industry, particularly with a military focus.
Understanding of export requirements, including EUU's and export licenses.
Previous exposure to continuous improvement methodologies and Lean principles.
Morson is acting as an employment business in relation to this vacancy
Salary description
£17.00 - £17.00 per hour