Customer Support Representative

Build an Aviation Career You’re Proud Of

At StandardAero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term.

Key responsibilities and duties but not limited to:

• Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process; 
• Accurately prepare and process customer transactions such as quotations, purchase orders, rentals, cost estimates, invoicing and calculation of relevant gross profit margins and other financially based analysis as required. 
• Review information on estimates and invoices with the CPM; 
• Work with finance department in setting up and managing customer accounts in the ERP system; 
• Communicate with operations and management regarding customer issues, needs and concerns; 
• Ensure all Cycle Zeros are accurately completed prior to induction of product; 
• Receive and process customer and intercompany purchase orders; 
• Monitor warranty payments from OEM’s and prepare journal entries as required (product applicable); 
• Drive advance delivery of Customer supplied documentation (log book, log cards, PO’s) to support immediate engine function and forecast anticipated shop visits by Customer by engine serial number (product applicable); 
• Customise the production plan and project plans in close liaison with production, engineering and logistic support. Update the ERP system as required to ensure all plans on track and accurate; 
• Create, update and maintain all relevant reports and KPIs as required; 
• Manage time effectively, meet personal goals and work effectively with other members of the team and business; 
• Maintain proficiency in using personal computer, data entry terminal and other common office equipment and software; 
• Follow company policies and procedures and where necessary create procedures; 
• Answer incoming calls and provide front line support; 
• Create and maintain a coherent filing system; 
• Willing to work flexible hours as required; 
• Present a professional image at all times to customers (internal and external). 
• Attend and participate in all meetings as necessary; 
• Active participation in operational improvement activities and projects as applicable; 
• Cover and support other CSRs within the team (irrelevant of product). 
• Perform all other duties as needed to ensure departmental efficiencies.

Competencies:

Core:

• Good interpersonal/communication skills – both written and verbal.
• Adept at building effective working relationships to benefit Customer needs.
• Strong financial acumen both in terminology and processes.
• Follow and write processes and procedures.
• Self motivated and able to prioritise and manage own workload.
• Does require fluent communication in English language.
• Meet the Company’s health screening and surveillance requirements.

Essential

• Customer facing experience.
• Full understanding of financial terminology and processes. 
• Strong planning, organizational, analytical and problem solving skills.
• Experience working in a culturally diverse environment with a demonstrated experience sensitivity to other cultural norms and practices.
• Responsible for observing and reporting any issues or concerns in support of the company-wide Quality Management Systems (QMS), Environmental Management Systems (EMS), Safety Management Systems (SMS) and all Export Control & Compliance Policies.

Desirable

• Aviation experience.
• Salesforce.com experience. 
• Full Driving Licence would be required.
• Ability to work flexible hours.
• Willingness to travel within UK and internationally where required.
• Working in an office setting, spending extended periods of time sitting at a computer.
• Knowledge of products/engines/propellers/accessories in respective business.
• Experience of using ERP systems or similar enterprise resource planning tool.

Organisational Relationships:

• Working directly with CPM, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain and Procurement. 
• Actively contribute in other functional areas not directly related to Customer Services i.e. Operations, Technical, Quality and Material. 
• Work effectively with colleagues and other internal departments.

Professional Qualifications/Education and Training:

Essential:

• Customer administrative Role  Microsoft Computer skills to a high level of competency  Financial acumen; prior experience or formal training
• Does require fluent communication in English language

Desirable:

• Degree

Experience:

• Customer Administrative Experience
• Computer skills at a high level of competency especially in Excel and Word