Position Summary
The primary role of the Customer Service Representative, MRO (Maintenance Repair and Overhaul) is to efficiently and effectively administer customer enquiries and process customer orders within the MRO Module of our business. The entry-level CSR will be a key interface between the business and our Customers, belonging to a Customer Focused team that is accountable for initial customer perception of the company and therefore strives to exceed Customer expectations at all times.
Responsibilities
Process orders, shipments and invoices (when applicable), in accordance with established MRO-SAP established procedures and processes, including update of Administrative tracker excel file.
Provide quotations, including system generated prices and delivery lead times.
Pursue acceptance of quotations in order to prepare for shipment once product is cleared from inspection.
Maintain current dates on orders on backlog report with focus on pricing and monthly deliveries, utilizing production schedules.
Proactively liaise with the MRO shop management to ensure contracted lead times for orders are achieved, and where this is not possible, advise Customers of delays and recovery actions as appropriate.
Provide telephone and online support for all customer queries within normal working hours and, where mutually agreed with the CSR Team Leads, provide Aircraft on Ground (AOG) support outside normal working hours.
Maintain Customer data records where Customer requirements or contracts require such a service.
Carry out special duties as assigned.
Qualifications
Education: A high school diploma or equivalent is required. Vocational training is preferred.
2-4 years’ experience in a Customer Services environment is required.
High Customer orientation and empathy, having worked in a Customer environment.
Communication skills gained in a customer orientated environment.
Computer skills on a business computer system ideally SAP managing / inputting Customer data. Microsoft Office competence an advantage.
