Customer Support Representative

Fokker Technologies; Singapore; On-site; SGD 33,000 - 50,000; Full time

Job summary

Fokker Services Singapore is seeking a Customer Support Representative to manage end-to-end order processing for Spares, Exchange and Repairs. You will liaise with customers, sales and supply chain to ensure timely, cost-effective delivery and responsive issue resolution.

The role requires a Diploma and at least two years in customer service, with a customer-focused, commercially driven mindset. You will work collaboratively in Singapore.

Qualifications

• Diploma holder required.
• At least 2 years in customer service.
• Customer-focused with commercial drive and problem-solving mentality.
• Able to work independently and in a team.
• Flexible under pressure and results-oriented.

Responsibilities

• Manage tail-to-end order process for Spares, Exchange and Repairs.
• Operationally manage customer accounts.
• Proactively address ongoing issues and propose improvements.
• Monthly reporting on key accounts and order status.
• Monitor and improve customer satisfaction.
• Share quotes with customers and track status.
• Warranty handling and warranty claim settlement.
• Coordinate customer questions and complaints.

Skills

Customer Service

Commercial Drive

Problem Solving

Customer Orientation

Adaptability

Teamwork

Analytical Skills

Quality Focus

Education

Diploma

Job description

Position Description

As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, consisting of a mix of Airliners, governments and 3rd party traders or shops. Within Singapore customer support team the biggest goal is to deliver customer spares orders and repair orders on time for the right price. Together with your colleagues, you will take care of the order process for the product line Spares in distribution, trading as well as product line Component Services. 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 Lead within the Material Services and Component Services business lines. Within this role you will maintain a direct communication line to our customer and sales organization and closely interact with the Supply Chain Department and Program Manager.

Key Accountabilities and Responsibilities

• Responsible for managing the tail-to-end order process for the product lines Spares (primarily), 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.
• Respond to supply and demand on the aviation trade market, spot new business and build transactional opportunities up towards a sustaining business;

Qualifications and other Relevant Knowledge

• Minimum a Diploma Holder
• At least 2 years of experiences in customer service
• You are customer- and service orientated, have a commercial drive and a problem-solving mentality;
• 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 behavior, workmanship, customer orientation, initiative, focus on quality, commercial power.