Customer Resolution Specialist

Customer Resolution Specialist

AAA, United States, Inc. has partnered with a company in Atlanta, GA who is a services company offering first-class material management solutions in the aviation aftermarket industry.
The Customer Resolution Specialist (CRS) is responsible for responding to customer inquiries and End to End processing for spare parts for aircraft, as well as parts for competitor aircraft, for customers in the Americas region.
Essential Functions:
Participate in and contribute to a high performing Customer Resolution Services Team
Responsible and proactive management of the customer specific open order book
Build and maintain strong customer satisfaction through industry leading quick response times as well as qualified responses to all customer requests and inquiries
Identify and resolve blockers for quotes and orders in accordance with our processes. Manage the open order book and work with claims in accordance to our KPIs
Support organization in securing on-time material delivery to meet customer expectations
Train and Support our customers in using our e-commerce platforms (SATAIR Market/Airbus Spares Portal)
Participate in back-up arrangements in support of absence by other Customer Resolution Specialists
Attending team and departmental meetings
Ensure continuous improvement of customer satisfaction
Ensure Open Order Book Health, First Qualified Response Time, Ticket Resolution Time, Overdue Deliveries Performance Levels, and Quality of Responses (customer feedback)
Keep immediate Functional Managers as well as the relevant Sales Manager/s informed about progress and status of agreed tasks as well as any critical problem areas
Comment/advise on undesirable conditions within the organization, and propose potential solutions for improvements
Participate in occupational safety and health efforts
Stay well-informed about the latest developments in SATAIR's business (Hub/mail/meetings)
Working to achieve other department and company KPI's
Additional Responsibilities: 15%
Participate in or lead external key customer 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
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.
Comply with SATAIR's mission, values, quality systems, standard operating procedures and ISO manual
Comply with SATAIR's guidelines on Ethics & Compliance
Comply with SATAIR's processes and procedures agreed per function
Other duties assigned by management
Requirements:
High School Diploma or an Associate's Degree in customer service experience within a similar sized organization
1-3 years' experience with customer service experience within a similar sized organization
End to End processing / or aviation knowledge is an advantage