Customer Account Co-ordinator

SAAB; Fareham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading defence company, Saab, is seeking a dedicated customer support professional in Fareham, England. This role involves assisting customers with maintenance of supplied systems and products, processing orders and repairs, and liaising with various stakeholders. Ideal candidates will demonstrate strong customer service skills, technical knowledge, and a proactive approach to problem-solving.

Qualifications

• Experience in customer support roles.
• Ability to handle enquiries and quotations.
• Familiarity with administrative tasks.

Responsibilities

• Prepare and assist customers with enquiries and quotations.
• Process repairs and orders within 24 hours.
• Negotiate with freight forwarders for competitive pricing.

Skills

Customer Support

Order Processing

Negotiation

Technical Knowledge

Time Management

Job description

United Kingdom of Great Britain and Northern Ireland

Saab UK is part of Scandinavia's largest defence company, bringing together the best of Swedish and British innovation. Saab offers world-leading solutions and services in defence, aviation, space, and civil security to keep people and society safe. Our UK presence has been growing at pace, meaning we can offer a wide range of opportunities for personal fulfilment and career growth. We currently employ over 600 people across eight sites in the UK, and our specialisations include software engineering, underwater robotics, radars, AI, and armed forces training.

As part of the global entity Saab AB, Saab UK combines the innovative spirit of a start-up with the resources and expertise of a larger corporation. Globally, Saab employs over 24,000 people, with operations on every continent. Our partnerships with UK customers and industry mean we are able to deliver innovative solutions to complex challenges, anticipating the threats of tomorrow. We invest 23% of our annual revenue into research and development, collaborating with a range of partners including industry and academia.

Saab is a company that offers our employees plenty of opportunities for growth and advancement. We embrace diversity and are committed to providing a workplace where individuals can thrive professionally, paving the way for future progression. We also recognise the need for a healthy work-life balance to ensure our staff have the chance to live a fulfilling life beyond the workplace.

The Role:

To provide customer support by ensuring continuous maintenance of supplied systems and products through the provision of spares and repairs.

Key accountabilities and responsibilities:

• Prepare and assist customers with their enquiries and quotations, in accordance with the organisational management and quality systems, seeking additional technical knowledge when necessary.
• Process repairs received in from customers within 24hrs of receipt in accordance with the organisational management and quality systems.
• Process orders ideally within 24hrs of receipt, in accordance with the organisational management and quality systems.
• Monitor the progression of customer orders through, but not limited to, twice weekly after sales and production meetings and report back to customers when necessary, advising of any delays or issues with their order, within specific timescales.
• Liaise with dispatch for weights and dimensions when necessary, for orders that are ready to be received by the customer.
• Negotiate with freight forwarders the most competitive prices and to ensure customers receive best possible service available
• Prepare and submit relevant customs documentation to include, but not limited to, Airway Bills, Commercial Invoices, Export Licences, Certificate of Origins, EUR1’s and packing lists, to comply with relevant local, country and international law.
• Administration of customer files and general administrative tasks.
• To undertake any other duties as appropriate within their competence, as required by their Head of Unit from time to time.

General accountabilities and responsibilities:

• To use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles in day to day activities and procedures within the specified role.
• To maintain personal ability in, and appropriate use of, all relevant IT (Information & Technology) and other systems required to adequately perform the role.
• To act ethically, with integrity and in the best interest of the business at all times.
• To maintain a professional and supportive relationship with team members and other departments in order to deliver business and delivery objectives or deadlines.
• To keep good time management to minimise any wasted time and maximise productivity and effectiveness.

Quality, health, safety and environment (QHSE)

• Cooperate with the company to achieve a healthy, safe and sustainable working environment
• Work in ways that ensure your own safety and that of others; “Do the right thing even when no one is looking.”
• Report any incidents, near misses or other health, safety and environmental concerns
• Deliver all products and services in line with Saab Seaeye quality standards to ensure we meet our customer requirements and highlight any quality concerns or potential improvements.

Regardless of whether you value cutting edge technology, creativity or an innovative environment, everyone at Saab contributes to keeping people and society safe.