Customer Support Representative

As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, consisting of a mix of Airliners, Aircraft Manufacturers and 3^rd party shops. Within the contracted customer support team the biggest goal is to deliver customer repairs on time and 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 Manager Customer Support within the Component Services business line. Within this role you are in direct communication with our customers and internal stakeholders.

• 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.

• We are looking for an enthusiastic Customer Support colleague, who has an HBO professional- and intellectual level and preferable experience 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.