Customer Service Representative

International Governor Services LLC; Gosport; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the aviation sector seeks a Customer Service Representative to enhance customer satisfaction and manage transactions. The role involves developing relationships, processing orders, and collaborating with various departments. Candidates should possess strong financial knowledge and excellent communication skills, ideally with experience in the aviation industry.

Qualifications

• Customer administrative experience required.
• High competency in Microsoft Office, especially Excel and Word.
• Fluent English communication skills essential.

Responsibilities

• Develop and manage customer relationships to enhance satisfaction.
• Prepare and process customer transactions including quotations and invoicing.
• Collaborate with finance to manage customer accounts in ERP.

Skills

Interpersonal skills

Communication skills

Financial knowledge

Analytical skills

Problem-solving skills

Organizational skills

Education

Degree qualification

Tools

Microsoft Office

Salesforce.com

ERP systems

Job description

Build an Aviation Career You’re Proud Of

Build your career with integrity by working at a company that values you beyond just a number. You’ll have access to the tools needed to perform your duties safely and effectively in a clean environment, with the trust to resolve issues as they arise. Our comprehensive on-the-job training and expert team support your success.

Key Responsibilities and Duties

• Develop and manage customer relationships to enhance satisfaction and ensure effective communication.
• Prepare and process customer transactions including quotations, purchase orders, rentals, cost estimates, invoicing, and financial analysis.
• Review estimates and invoices with the CPM.
• Collaborate with the finance department to set up and manage customer accounts in the ERP system.
• Communicate customer issues and needs to operations and management.
• Ensure all Cycle Zeros are completed before product induction.
• Process customer and intercompany purchase orders.
• Monitor warranty payments from OEMs and prepare journal entries as needed.
• Coordinate delivery of customer documentation to support engine functionality and forecast shop visits.
• Customize production and project plans in coordination with production, engineering, and logistics, updating the ERP system accordingly.
• Create and maintain reports and KPIs.
• Manage time effectively, meet personal goals, and collaborate with team members.
• Maintain proficiency with office equipment and software.
• Follow and develop company policies and procedures.
• Provide front-line support via incoming calls.
• Maintain an organized filing system.
• Work flexible hours as required.
• Present a professional image to internal and external customers.
• Participate in meetings and operational improvement activities.
• Support other Customer Service Representatives as needed.
• Perform additional duties to ensure departmental efficiency.

Competencies

Core:

• Excellent interpersonal and communication skills.
• Ability to build effective relationships to meet customer needs.
• Strong financial knowledge and processes.
• Adherence to and development of processes and procedures.
• Self-motivated with good prioritization skills.
• Fluent in English.
• Meet health screening requirements.

Essential:

• Customer-facing experience.
• Understanding of financial terminology and processes.
• Strong planning, organizational, analytical, and problem-solving skills.
• Experience in diverse cultural environments with cultural sensitivity.
• Compliance with QMS, EMS, SMS, and export policies.

Desirable:

• Aviation industry experience.
• Experience with Salesforce.com.
• Full driving license.
• Flexibility to work hours and travel as needed.
• Experience with ERP systems and knowledge of products in the business sector.

Organizational Relationships

Collaborate with CPM, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain, and Procurement teams. Contribute to other areas such as Technical, Quality, and Material Departments. Work effectively across departments.

Qualifications and Experience

Essential:

• Customer administrative experience.
• High competency in Microsoft Office, especially Excel and Word.
• Financial knowledge or training.
• Fluent English communication skills.

Desirable:

• Degree qualification.