Customer Support Assistant

The MEL Group; Sudbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the aviation sector seeks a motivated individual for customer service and account management roles. The successful candidate will handle quotes, liaise with departments, and build relationships with customers while identifying new sales opportunities. Strong communication skills and sales experience in aviation are essential, as well as proficiency in Microsoft Office.

Qualifications

• Excellent written and verbal communication skills.
• Proven sales or account management experience.
• Ability to build and maintain trusting relationships.

Responsibilities

• Support the Civil Operations Manager in producing accurate quotes.
• Ensure customer work is quoted and updated within agreed schedules.
• Identify additional sales opportunities and pursue new leads.

Skills

Communication

Sales

Problem Solving

Organizational Skills

Customer Relationship Management

Tools

Microsoft Office

Job description

To provide a first-class, professional service to MEL Aviation Ltd customers, responding to all enquiries in a timely and efficient manner, whilst supporting internal departments in the day-to-day production of the Company.

PRIMARY ACCOUNTABILITIES:

1. Be willing to undertake training, showing enthusiasm and dedication to providing a first-class service to all customers within the Repair and Overhaul department.
2. Support the Civil Operations Manager (COM) and Account Handlers in producing accurate quotes for all commercial airline customers. Liaise with the purchasing department to ensure correct pricing and delivery schedules.
3. Ensure customer work is quoted and returned within agreed schedules. Keep customers updated on their products and follow up on shortages with the purchasing team.
4. Identify additional sales opportunities within your accounts and the Repair/Overhaul department. Arrange and attend meetings and visits at MEL Aviation and customer premises.
5. Understand customer contract agreements and ensure all work complies, aiming to exceed targets where possible.
6. Produce individual customer statistics and performance analysis as required.
7. Prepare annual Repair and Overhaul sales turnover statistics for sales meetings.
8. Negotiate Repair and Overhaul work and pricing with Company Agents.
9. Quote and order spare parts for stock, including RFQs and price approvals.
10. Create purchase orders from requisitions across departments.
11. Process supplier acknowledgements and update MEL Purchase Orders and reports accordingly. Review Goods Received Notes for stock or spare units.
12. Coordinate with Technical Supervisors and Purchasing Controllers to prioritize and plan work efficiently.
13. Proactively seek new work from existing and potential customers.
14. Seek new contacts and pursue leads into new companies, providing company background and capabilities.
15. Develop understanding of MEL’s core products, capabilities, and basic technical knowledge of aviation equipment.

PERSONAL SKILLS / ATTRIBUTES:

• Excellent written and verbal communication skills.
• Proven sales or account management experience, preferably in the Aviation Industry.
• Ability to build and maintain trusting relationships with customers and internal stakeholders.
• Commercial awareness with sound decision-making and organizational skills.
• Good business acumen, understanding customer industry trends and market dynamics.
• Effective contract and agreement negotiation skills, maintaining strong customer relationships.
• Flexible and adaptable approach.
• Strong problem-solving and analytical skills.
• Results-oriented, viewing problems as opportunities.
• Proficient in Microsoft Office software.
• Meticulous attention to detail and a methodical work approach.
• Excellent teamwork skills and ability to work independently.
• Driven, self-motivated, and eager to succeed both individually and as part of a team.