Customer Service Representative - Contract (12 months)

Job description

THALES

With operations in 50 countries and 68000 employees, Thales is a world leader in mission-critical information systems for defence and security, aerospace and transportation.

Building on its expertise in the most sophisticated technologies and large-scale software systems, Thales is stepping up to the security challenges of its customers in an increasingly complex world. Leveraging its international operations and spanning the entire value chain from equipment to systems and services, Thales is playing a pivotal role in making the world a safer place.

Customer Service Representative (12 months contract)

28 Changi North Rise

Position Summary:

· Customer Satisfaction
· Quotation Management
· Order Management
· Contract execution
· Improving the perception of service/product delivery from Thales ASW.
· Improve customer relations/perceptions and address root causes of dissatisfaction with AM team
· Detect sales opportunities (retrofit and spares – new & used) and support sales campaigns, as required
· Ensure application of benchmark, best practices and innovation through all the teams

Responsibilities:

Customer Management
- New Customer Creation
- Handling Customer's Enquires/Issues/Complaints
- Understanding Customer's needs and flow
- Update Customer's Profile
- Update ARC Reference Table
- Validate SPT delay claims from customers
- Validate claim for transportation for warranty orders

Quotation Management
- New Customer Creation

Order Management
- Expedites/AOG situation
- Status update to customers
- Ensure timely delivery of orders to the customers
- Ensure order backlog level is at the minimum
- Delivery of services and products
- Handling of non-standard or special requirements
- TAT monitoring
- Familiarize with contractual obligations for customers on contract with us.

Teamwork with Internal Departments
- Work with relevant dept(s) to resolve customer's issues or complaints
- Expedite orders to fulfil customer's Urgent/AOG requirement Work with relevant stakeholders to solutions to ensure OTD

Reports Generation
- Generate following reports to Customers/Program Managers:
- ROS Report
- Shipping Report
- Tech Report
- TAT Report


Requirements:

· “O” or “A” level or Diploma
· Relevant working experience in customer service function in Aerospace Maintenance Repair & Overhaul (MRO) environment would be an advantage
· Knowledge of Microsoft Office applications, especially Excel
· Familiar with SAP would be an advantage
· Able to work fast pace environment
· Able to develop and maintain good relationship with customers
· Possess the following traits - proactive, patience, attentive, tenacity & willingness to learn.
· Self-motivated, team player, problem solver & customer-oriented with meticulous mindset
· Excellent written and oral communication skills

For interested candidates, please submit your application to us online with your comprehensive resume stating your current and expected salary.

Only shortlisted candidates will be notified.