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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 Manager to join our Customer Support Team in Peachtree City, Georgia.
This 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.
WHAT’S IN IT FOR YOU
Here is a selection of some of the benefits we offer our employees. Local benefits may vary.
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- 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: 80%
- 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
Secondary Responsibilities: 20%
- Participate in external top/key customer meetings as per agreement with the Manager
- Participate in customer coordination 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
- Maintenance and development of the customer service quality level
- 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.
This role will involve some travel for business up to 5 %, internationally, and domestically.
ABOUT YOU
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
Physical Requirements:
- Onsite or remote: 80 % onsite / 20% remote
- Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings: 100 %
- Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms. 100%
- Speaking: able to speak in conversations and meetings, deliver information and participate in communications. 100%
- Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. 100% - office equipment
- Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. 100%
- Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs100%
- Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. 100%
- Sitting: able to sit for long periods of time in meetings, working on computer.100%
- Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.100%
- Standing: able to stand for discussions in offices or on production floor. 100%
- Travel: able to travel independently and at short notice. 10%
- Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. 100%
- Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site
- Administrative position only PPE required: Steel-toed shoes are required for all shop floor visit, appropriate hearing/eye protection may
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