Senior Aerospace Customer Success Specialist

incora; Malaysia; On-site; MYR 60,000 - 100,000; Full time

Job summary

Incora invites a seasoned Senior Customer Service Representative to join our Malaysia team in Mid Valley, Southkey. You will manage complex accounts, resolve escalations, and drive service improvements while coordinating with sales, operations, and engineering to meet delivery commitments.

You will lead cross-functional efforts, mentor junior staff, and analyze performance trends to reduce risks and improve customer experience. Excellent English skills and aerospace experience are highly valued.

Qualifications

• Bachelor's Degree or relevant experience.
• Minimum 5 years of experience within sales, customer service, or supply chain (aerospace preferred).
• Demonstrated expertise in account management, escalation handling, and customer relationship management.
• Strong analytical, communication, organization, and problem-solving skills.
• Strong verbal and written communication in English.
• Advanced proficiency with integrated data systems and Microsoft Office applications.
• Detail oriented.

Responsibilities

• Manage order complexity, high-value orders, critical shortages, and service escalations.
• Maintain strong relationships with strategic customers through proactive communication and issue resolution.
• Coordinate cross-functional activities to ensure customer requirements, delivery commitments, and quality expectations are met.
• Support strategic customer agreements and special service arrangements.
• Perform root cause analysis on recurring service issues and lead corrective actions.
• Analyze customer, order, and delivery performance trends; identify risks and recommend improvements.
• Lead and participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
• Mentor, coach, and provide day-to-day guidance to junior team members and new hires.
• Support management with escalation handling, priority setting, and decision making for critical customer situations.
• Maintain accurate records and utilize systems, customer portals, and reporting tools effectively.
• Support Sales activities and administrative.

Skills

Account management

Escalation handling

Customer service

English communication

MS Office

Education

Bachelor's degree

Tools

CRM systems

MS Excel

Job description

Incora invites a seasoned Senior Customer Service Representative to join our Malaysia team in Mid Valley, Southkey. You will manage complex accounts, resolve escalations, and drive service improvements while coordinating with sales, operations, and engineering to meet delivery commitments.

You will lead cross-functional efforts, mentor junior staff, and analyze performance trends to reduce risks and improve customer experience. Excellent English skills and aerospace experience are highly valued.