Customer Service - Customer Solutions Specialist

• As a CS Specialist you coordinate as a liaison person between Operation, Operation Support, Engineering and customers by following up work on behalf of your customer and keeping them updated on progress and outcomes.
• You will serve as the primary escalation point for complex issues, that you resolve in coordination with cross functional teams. This includes reviewing system processes, testing and providing feedback to improve systems and increase productivity,
• Buildup & maintain good customer relationship by regular phone call, email, visiting, …,etc. to understand customer culture and increase sale opportunity by keep customer informed of new developed repairs and/or added repair capabilities
• Resolve customer complaints efficiently and professionally, ensuring high satisfaction.
• Obtain engine forecast, customer requirements, to share, communicate & follow up relevant depts to ensure customer’s requirements are well understood and successfully met timeframe.
• Handle complex customer inquiries, responsible for RFQ and provide quotation to customers.
• Collaborate with BD to review and analyze cost, price increment, in order to provide quotation that meet customer requirement in all biddings.
• Analyze customer feedback and trends to suggest improvements in service process
• Receive complaints from the customers either by telephone calls or in writing, hand such complaints to the Quality Assurance & Training Director and follow-up status.
• Summarize order received, order discrepancies and work progress based on the information received from Operation, Operation Support, Engineering and Shipping & Receiving departments and report status to customers on a daily, weekly, monthly or quarterly basis as defined by customers.
• Create & maintain customer database in computerized systems on the computer pertaining to fee quoted on new proposed contract and update price and information of the accepted quotations.
• Perform tasks with correctness, thoroughness, and attention to detail, ensuring that work is free from errors and meets established standards.
• Backup for Senior Customer Solution Manager in case of absence

• Meeting

• Conduct & Participate for Customer Solution Department role in established and ad hoc meetings to update work progress and work- related issues and to ensure that works are performed according to short and long-term plans and obtain direction for solving work related issues.
• Collaborate with cross-functional teams (Operations, Logistics, Engineering) to resolve customer issues

• Auditing

• Be able to answer and provide related information or document of each individual work scope to all internal and external auditors.

• Technical Document

• Make suggestion for improvement of working procedures or technical knowledge in order to improve efficiency and effectiveness of company working procedures.

• Supervision

• Provide guidance on the job training or coaching to ensure that works are performed correctly and follow company standards and Aviation Authority’s regulation.

• Report

• Summarize operation data from individual team by Standard/Customized Reports and submit to Customer Service Manager periodically (Weekly, Monthly, Quarterly), e.g. Weekly Input, Sale Forecast report, Sale report, Pool Part Sale report and Average Turn Time Per Product report.

• Minimum 5 years of working experience in customer service, preferably in the related industry
• Good command of English (speaking, reading and writing)
• Strong problem-solving skills and ability to handle pressure situations
• Customer service minded
• Computer Literate (a.o. Microsoft Office)
• Business understanding in Standard Procedure Manual (SPM)
• Minimum bachelor’s degree in business administration or marketing.

Chromalloy