Customer Service Representative

Be responsible for the management of the following;

• Processing of Customer orders ensuring that commercial aspects are captured correctly.
+ Over and above task/Emergent work activity including PPE. + Supervision of the CO16 Task Register. + Liaise with customer to ensure tasks are authorised in a timely manner. + Ensure any order queries are resolved in a timely manner. + Define and produce order metrics and reporting as required. + Ensure process is in place to capture all PO detail in Baan, to allow accurate forecasting and timely submission of all invoices. + Take part in monthly finance review to ensure all invoicing / revenue is claimed in accordance with agreed process. These will include PRB, Aged Debtor Telecom and Aged WIP meeting. + Work closely with planning to ensure demand/forward plan is current and correctly reflected in Baan. + Monitor component project over runs, ensuring all O&A activity is claimed to ensure any additional work is charged to the customer and the company make the appropriate profit margins. + Ensuring that continuation training is up to date and that packs are read and signed for. + Be part of the Post Project Evaluation team, so any commercial lesson leant can be quickly implemented. + Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process. The VOTC reviews and regular Face to Face meetings will assist in this process. + Carry out contract reviews to ensure compliance of contract requirements + Monitor and report on status of unbilled and aged debtors, ensure adequate processes are in place to capture this. + Manage post survey reports and carryout any necessary project reconciliation with the customer. + Ensuring that continuation training is up to date and that packs are read and signed for. TAA / ITAR Compliance. (If applicable)
• To become the Customer point of contact for all TAA / ITAR related issues.
+ Ensuring TAA is current and that obligations of agreement are being performed. + Ensuring applicable NDAs are drafted and signed. + Responsible for requesting and monitoring amendments to TAA Authorities:
• Financial and Commercial delegation.
Organisational Relationships:
• Working directly for the Business Manager.
• Working closely with the Central Commercial team.
• Work effectively with colleagues and other internal BU/departments
  
  Relevant engineering qualifications as necessary to at least NC level; (e)
• Extensive experience of working within the aircraft MRO environment or similar industry; (e)
• Work experience in MRO customer service or related field; (e)
• Strong mathematical skills; (e)
• Strong technical learning ability; (e)
• Familiarity with Windows, Microsoft Word, Excel, MS Project and Bann ERP and be sufficiently IT literate to acquire knowledge of other computer programme software used throughout the business; (e)
• Possess or be willing to undertake a relevant business management qualification to Diploma level or above; (d)
• An accounting qualification. (d)
Technical Requirements:
• Adept at building effective working relationships to benefit Customer needs
• Good interpersonal/communication skills - both written and verbal
• Negotiation and persuasion skills to be able to resolve Customer issues
• Presentation skills with an articulate and confident delivery style
• Self-motivated, and able to prioritise and manage own workload
• Meet the Company's health screening and surveillance requirements.
Experience:
• Full Driving Licence would be
• Ability to work flexible hours with occasional overtime
• Willingness to travel within UK and Internationally where
• Working in an office setting, spending extended periods of time sitting at a computer.
• Must be willing to walk to various areas throughout the facility, for which safety shoes would be required.