Customer Support Representative

This role is working as a member of the customer service team responsible for managing a nominated group of business customers. Key functions include managing the customer relationship acting as primary customer interface, leading regular customer business reviews and to manage, monitor and report on their associated order book, including driving the supply chain to deliver to customer requirements. The role will require a motivated and ambitious individual capable of working within a team, whilst also taking ownership and be accountable for their assigned customer portfolio. The primary objective is to ensure customer expectations are exceeded and to manage and progress customer orders efficiently, employing commercial awareness practices.

Customer relationship management:

• Primary point of contact and interface with the customer (specific to function/segment requirements, ie Repairs, OE, Military, Commercial)
• Lead regular conference calls with key customers and lead customer business reviews (potentially off-site meetings)
• Communicate and hold regular customer order book reviews

Order book management:

• Own assigned customer order books in terms of Promise Date accuracy and general data integrity
• Perform contract review of customer requirements to ensure orders are entered into the ERP system and/or other support databases, as per negotiated requirements (including Export requirements)
• Manage order arrears to assigned customers and manage drive burndown plan with supply chain
• Negotiate order priorities with customers, plant and supply chain
• Expedite urgent customer orders internally to elevate critical issues

Reporting:

• Produce, monitor and communicate customer performance metrics internally and externally
• Communicate and escalate customer issues to functional internal/leadership teams where appropriate
• Attend Tier meetings as and when required to report and escalate issues
• Obtain and understand anticipated customer demand signals, owning business forecasting at part number level for assigned customer portfolio, as part of the SIOP process.

Administration:

• Process requests for quotations received from customers with Pune Support.
• Investigate and resolve invoice disputes within set KPI measures.
• Where applicable, accountable for ensuring customer's supplier web-based purchasing systems requirements are fulfilled
• Support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with the company policies, terms and conditions from proposal through shipment

General responsibilities:

• Fundamental understanding of regulatory processes around Aerospace industry and Export Controls and assures compliance with all export control regulations, including ITAR, as well as being responsible for applying for export licenses on UK government portal.
• Be aware of and assist where possible in achieving monthly OTD/sales budget targets
• Be aware of and ensure compliance with all relevant and appropriate business procedures
• Implement Standard Work practices as dictated by Commercial and Plant Leadership
• Engage in site wide leadership initiatives, assessing current practices for continuous process improvements
• Deputise for Customer Services Manager, Team Leaders and other team members as requested
• Adhere to plant 5S policy
• Individuals may be required by the company to perform other tasks, not included above, but within the capabilities of the individual - training will be given where required