Satair - Head of Customer Resolution Services Asia Pacific (Satair Channel)

Airbus; Singapore; Vor Ort; SGD 80.000 - 120.000; Vollzeit

Zusammenfassung

Airbus Satair in Singapore seeks an experienced supervisor to lead the customer service and supply chain team. You will manage staffing, ensure high service standards, and drive efficiency across processes.

The role requires coordinating with multiple departments and maintaining KPI-driven performance in a global context. The position demands strong leadership, proactivity in service delivery, and capability to train and onboard new staff while ensuring timely order handling and proactive

Qualifikationen

• 5+ years of supervisory experience in customer service or supply chain.
• Familiar with SAP (Satair Group ERP) and Spec2000.
• Shipping knowledge, including dangerous goods and INCO terms.
• Ability to work in an international context.

Aufgaben

• Manage staffing and holidays; ensure coverage and workload balance.
• Drive proactive service and total-service mindset across the department.
• Keep staff informed about Satair business and priorities.
• Conduct departmental meetings and document outcomes.
• Set priorities and supervise task execution.
• Coordinate with Supply Chain, Sales and other departments as needed.
• Improve procedures using Satair Group IT systems.
• Meet defined KPIs and adapt objectives as required.
• Set clear area objectives, conduct reviews and onboard/train new staff.
• Ensure timely entry of orders and RFQs from all channels.
• Administer orders and returns; manage follow-ups on quotations.
• Classify customer queries correctly and route appropriately.
• Coordinate responses to commercial/technical queries within capability.
• Investigate and close customer complaints with proper escalation.

Kenntnisse

Team leadership

Customer service

International context

Tools

SAP ERP

Spec2000

Jobbeschreibung

This job is based in Satair, if you want to know more about our business, please click here to find out more.

Job Objectives

• Manage, coach, motivate and develop the team and ensure that the goals for both the team and the members are achieved.
• Ensure the team supports and services customers in accordance with company standards and goals
• Provide optimal customer satisfaction as defined in Satair Group’s mission
• Continuously drive towards greater efficiency for activities related to this position

Job Responsibilities

• To manage the department’s staffing needs in connection with staff holidays, flex time and working hours
• Expand the perception of total service and pro-activeness
• Keep own employees informed about Satair business
• Hold departmental meetings with documented notes
• Prioritize both own tasks and the tasks of the department
• Implement collaborative efforts between Supply Chain, Sales team & other relevant departments where necessary
• Optimize Satair Group business procedures through Satair Group’s IT systems
• Ensure functional effectiveness in order to meet defined KPIs, which may be revised from time to time
• Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development; on-board and train newcomers
• Ensure timely entry of orders and RFQ’s received through any channel (portals, mail, fax etc.)
• Ensure timely administration of all aspects of the order and RFQ process, including customer returns
• Ensure timely follow-up on proposals (quotation) submitted to the customers
• Ability to classify queries into the right category
• Provide response and/or coordination to customers’ commercial and technical queries within the scope of Satair Group’s capability
• Receive, enter and investigate order management related customer complaints. Identify primary department (e.g. COH, WH, SC) responsible for investigation and closure of the complaint towards the customer and in the complaints handling system
• Forward query on to the appropriate department once classified
• Forward questions on commercial queries to appropriate departments for resolution once it exceeds our capability to reply
• Provide necessary order information to properly investigate and close the complaint towards the customer without delay

Job Requirements

• 5 years or more supervisory experience preferably in Customer Service, Supply Chain, Logistics functions within a similar sized organization
• Familiar with work-related routines with SAP (Satair Group ERP system) and Spec2000
• Shipping knowledge, (including transportation of dangerous goods and INCO terms)
• Ability to work in an international context