Customer Resolution Services

Job Description:

Job objectives

• The AOG Customer Resolution Services is responsible for communication and processing orders for aircraft spare parts for customers in the China region 24-hours, 365 days a year. This position provides high-priority and emergency logistical sales and technical product support for Airbus customers related to material, logistics and supplier issues and purchase orders

Primary responsibilities

• The jobholder will work as a Customer Resolution Specialist with the goal of finding favorable solutions for customers &34;Aircraft On Ground&34; material requirements.

• Coordination between the customer and the Airbus spare parts order process as well as acting as an interface for all related issues

• Administration of the complete customer order including initial receipt, sourcing, escalation and delivery follow up

• Ensuring on-time delivery for all spare parts and related services to Airbus customers in China using technical and commercial data

• Analyzing delays as well as verifying the cause of delays to find flexible solutions

• Securing a daily monitoring of the Supply Chain &39;s performance

General

• Comply with Satair Group’s mission, values and Quality Management procedures

• Comply with Satair Group’s guidelines on Ethics & Compliance

• Understanding, sharing and living of Satair Group values and rules

• Respect Satair Group processes and procedures agreed per function 

• Keep the direct report informed of the status of agreed tasks and of any critical problem areas

• Participate in optimizing Satair Group’s business procedures by applying existing Satair Group’s IT systems

• Comment/advise on unsatisfactory situations within the organization, and propose potential solutions for improvements

• Identify and offer suggestions to improve efficiency

• Be well informed about and familiar with the latest developments in Satair Group&39;s business

• Have an inter-cultural understanding

• Participate in occupational safety and health efforts

• Contribute towards a positive and inspiring working environment

Personal & interpersonal skills

• Team player with excellent communication skills to collaborate with different reference persons in a multinational environment (e.p. English, Chinese,)

• Ability to analyse complex problems, situations and find suitable solutions

• Person with high degree of independence, self-initiative and flexibility

• Willingness to work as part of a team in a rotating 3-shift pattern

• Proactive, customer oriented attitude and able to successfully work with others in a team environment. The ability to understand your customers to develop and      propose creative solutions to issues is key for the position.

• Flexible, able to work under pressure with tight deadlines and successfully deal with unexpected situations/issues.

• Self-starter and able to work without constant direction while administering your customer orders. 

• Proactively take initiative to ensure customer satisfaction.

• Structured in your way of working and have superior communication skills. Analytical and presentation skills are required.

• Excellent working knowledge of with Google applications (especially sheets etc.) and SAP AP1 and RPR.

• Oral and written fluency in Chinese and English. Additional language proficiency in will be an added advantage.

Professional skills

• Degree in Business, Supply Chain, Logistics or /Production and have relevant work experience in logistics, supply chain, customer service and the aviation industry. Furthermore, you have a technical and process oriented background with the ability to understand and interpret technical documentation and drawings. You possess analytical skills with the knowledge of spare parts ordering, planning, pricing, and provisioning.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom&64;airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.