Customer Support Representative

Fokker Services Group; Schiphol; On-site; EUR 40,000 - 50,000; Full time

Benefits offered by this job

Competitive salary

27 vacation days and 13 ADV leave days per year

Room for professional and personal growth

Job summary

A prominent aerospace service provider is seeking a Customer Support Representative in Schiphol, Netherlands. You will oversee customer accounts and ensure on-time deliveries for repair services. The ideal candidate is bilingual in Dutch and English and possesses a relevant educational background. This role offers competitive remuneration and personal growth opportunities.

Qualifications

• Enthusiastic Customer Support colleague with a professional level in aerospace or logistics.
• Must master Dutch and English fluently.
• Ability to work independently and in a team.

Responsibilities

• Manage the tail-to-end order process for product lines.
• Operationally manage customer accounts.
• Monitor and improve customer satisfaction.

Skills

Customer-oriented

Problem-solving mentality

Fluent in Dutch

Fluent in English

Commercial awareness

Analytical skills

Education

HBO professional education in aerospace or logistics

Job description

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As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, consisting of a mix of Airliners and 3rd party shops. Within the contracted customer support team the biggest goal is to deliver customer repairs on time for the right price. Together with your colleagues, you will take care of the order process for the product line Component Services, consisting of both outsourced and inhouse repair orders, as well as offering exchanges. Within this setting, you will function as a connector to tie all ends together, representing the customer within the organization and the other way around.

You report to the Customer Support Manager within the Component Services business line. Within this role you will maintain a direct communication line to our customer and sales organization and closely interact with the repair buyers.

The Department

The Component Services Customer Support department is part of Fokker Services Operations and consists of a team focused on our inhouse MRO customers as well as your team, which focuses on the Contracted Program Customer. These teams each focus on a specific segment of our business defined by the product-customer combination and work closely together with our inhouse repair shops as well as the operational buyer team who outsource part of the repairs.

The Customer Support Representatives is the link between the customer and the procurement department and responsible for the on-time delivery of customer orders for roughly all products and services of Fokker Services (Spares, exchanges, and repairs). Through continuous improvement on processes and services, the Customer Support branch strives to guarantee the ultimate Customer experience.

Key Responsibilities

· Responsible for managing the tail-to-end order process for the product lines Spares, Exchange, and Repairs;

· Operationally managing customer accounts;

· Take responsibility on ongoing issues on key accounts and take initiative to propose improvements where needed;

· Responsible for monthly report out on key customer accounts (both internally and towards the customer): communication on order status and performance;

· Monitoring and improvement of customer satisfaction;

· Sharing quotes with the customer and managing their status;

· Warranty handling and warranty claim settlement;

· Following up on and coordinating customer questions and complaints.

Experience & Qualifications

· We are looking for an enthusiastic Customer Support colleague, who has HBO professional- and intellectual level within the aerospace industry or logistics;

· You are customer- and service orientated, have a commercial drive and a problem-solving mentality;

· You master the Dutch and English language fluently (both spoken and written);

· You are commercially savvy and understand customer needs and requirements;

· You have a flexible attitude and can perform under pressure in stressful situations;

· You can work well both independently and, in a team;

· Change energizes you and you are creative;

· You have good analytical skills, in addition to a practical solution orientation;

· Valued competences: accountability, cooperation, adaptability, flexible behaviour, workmanship, customer orientation, initiative, focus on quality, commercial power.

What We Offer

· A space within a team of talented specialists who are eager to share their knowledge and experience, but also want to learn from you;

· Room for professional and personal growth and a lot of autonomy

· Career opportunities.

The CLA (CAO) Meta-elektro applies. This consists out of the following:

· A competitive salary;

· When working fulltime (40 hours), you have twenty-seven holiday days and 13 ADV leave days per year.

About Fokker Services Group

At Fokker Services Group, our greatest purpose is to exceed reliability expectations, keeping customer aircraft where they belong - in the sky!

An aftermarket integrator with design, production, maintenance, and airworthiness expertise and experience, on which commercial and defense operators around the world rely for the continued competitive operation of their fleet. Unique independent competence for comprehensive single source solutions with a global presence, with facilities in Europe, Asia, and the Americas. The Fokker Services Group has a profitable revenue of Euro 250M and employs around 1000 people.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Aviation and Aerospace Component Manufacturing

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