Customer Support Officer

Job description

Job Description:

Scope of Position:

· 
To manage customer daily orders (Exchange Orders) and ensure delivery of components within FHS set KPI and contractual obligation with Customers. 

· 
Act as the focal point for FHS Customers in regards to the management of all Routine and Replenishment orders by providing up to date status on all open Order via mail, phone calls and reports. 

· 
Identify and propose suitable solutions within FHS Supply Chain by understanding customer needs, analyzing FHS available assets (review of stock location and component Airworthiness Certificates) and coordinating with all FHS Stakeholders Internal (Repair Manager, Asset Acquisition, Quality) and External (Suppliers) to ensure that customer operations are not disrupted.

· 
Build sustainable relationships and trust with customers through open and interactive communication.

Key Responsibilities:

·  Manage incoming Routine and Replenishment Exchange Orders from FHS Customers (Airlines) and take action to ensure the release and delivery of the required components within the contractual lead-time. 
·  Identify customers’ needs, liaise with customers for additional information (if any) and analyze the impact of any delays in providing the part. Provide feedback to the customers on progress as per set timeline for each priority.
·  Propose the most suitable solution within the FHS Supply Chain, by reviewing component airworthiness certification and physical location of the unit, ensure the solution provided meets the customers’ quality/airworthiness requirements (unique to each Civil Aviation Authority) and ensure delivery within the contractual time.
·  Clarify and challenge customers’ needs and urgency to avoid any unnecessary cost impact to relevant parties.
·  Manage efficient communication with customers within the stipulated Service Level Agreement (SLA) to avoid customer escalation.
·  Evaluate and prioritize solutions within FHS Supply Chain to fulfill customers’ needs when under a nil stock situation.
·  Launch Request for Quotation (RFQ) to the part Original Manufacturer (OEM) and source in the open Market if there is no acceptable solution within the FHS Supply Chain.
·  Compare and analyze quotations and understand and review the general condition of Sales of each offer.
·  Get greenlight for pool sizing and raise purchase requisition to Asset Acquisition team or place a Purchase Order if the parts meet Airbus Quality Standards and pricing is within the delegated threshold.
·  Negotiate with Airbus Approved Vendors for a better price offer in order to reduce impact on FHS CAPEX and OPEX
·  Understand and comply with Civil Aviation requirements and Export Control regulations to avoid part rejection or breach of regulations.
·  Manage effective daily communication with customers by answering customer queries in a professional and timely manner.
·  Manage customer backorder resolution and regular status reporting following the appropriate timeline for each customer.
·  Evaluate the root causes for any order having exceeded the service level lead time.
·  Manage internal meetings (backlog review, operations coordination with daily drumbeat)
·  Ensure that any required parts are sourced and shipped according to contract and maintaining contact with all involved parties throughout the whole process.
·  Effectively manage various Airbus IT tools. Manage FHS IT systems with accurate data and recording all milestones in the systems correctly.
·  Contribute to process improvement in highlighting issues by going through the proper escalation points within the management team.
·  Ensure that contract customer requirements are processed in a timely manner and that exceptionally high quality customer service is delivered at all times.
·  Act as main driver to the health of supply chain by detecting and documenting abnormal status and drumbeating the responsible stakeholders to resolve the issues as soon as possible.
·  May be assigned to undertake adhoc individual tasks based on operation needs.
·  Upkeep and live Airbus Values, Leadership Model and Code of Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct (do not delete, mandatory content of all JDs)
·  Carry out any other task as directed by the superior. (do not delete, mandatory content of all JDs)

Requirements:

·  Diploma with min 2 year relevant working experience or Advanced/Higher/Graduate Diploma/Bachelor's Degree with min of 2 years relevant working experience
·  Time management, well organized
·  Customer satisfaction mindset oriented
·  Able to work with autonomy
·  Communication Skills
·  Team Working
·  Negotiation Skills

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:
Airbus Customer Services Sdn Bhd

Employment Type:
Permanent

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Experience Level:
Professional

Job Family:
Material Support & services

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