European Customer Service Representative -FTC 12 months

Job description

GENERAL PURPOSE

The ‘CSR' supports an agreed customer base and is the ‘single point of contact' for those customers. The CSR forms part of the European Aerospace team, and as such is an active Team Member, supporting team colleagues whenever necessary.

NATURE OF THE POSITION

Position reports directly to the Customer Services Team Lead, and acts as a coordinating link between the customer and all internal plant functions. The CSR is responsible for translating customer demand to purchasing, planning, operations, certification, and logistics. Successful translation results in superior customer service while maintaining operational effectiveness.

The CSR responsibilities include: contract review, purchase contract entry, order change management, expediting, managing customer inventory through consignment or supplier managed inventory programs, using customer specified systems for demand and order management, quoting, coordination of new product qualifications, researching and issuing customer credits, recording and responding to customer complaints, supporting customemr and industry audits, and establishing correct product pricing and ‘extra' charges with customers and salespeople in order to maximize profitability to the company. The CSR is responsible for the direct interface and support of planning/scheduling, logistics and quality to insure specifications and contractual requirements are met.

KEY RESPONSIBILITIES

1. Contract Review

o Demand retrieval from customer purchasing systems

o Reviewing terms and conditions of purchase orders for agreement or rejection purposes

o Spec review and assignment

o Order entry

o Act as a gatekeeper for business, ensuring export compliance

2. Order Management

o Order status

o Delivery performance analysis

o Expediting customer orders

o Managing reductions/postponements/cancelations

o Quality Complaint Entry

o Customer returns

3. Quotations

o Select proper product and pricing to meet customer requirements

4. Supplier Managed Inventory

o Analysis of customer inventory to determine demand requirements to enter on manufacturing sites

o Determine shipment quantities and timing to meet customer needs from sites

o Monitor changes in demand signal from customer to anticipate requirements

5. Team Member

· Supports Team members wherever necessary and when able to assist
· Forms part of a comprehensive back-up cover plan for periods of holiday and absence

6. Safety

· The CSR must promote and maintain government, industry and company health and safety standards to improve safety and health consciousness, ensure a safe, health work environment and control factors that may cause personal injuries.

Other

· Ensure that customer credit rating is acceptable, liaising with credit control team
· Determine if material requirement can be met by an existing part number
· Determine whether the plant can or should accept the contract
· Generate a part number request for new materials
· Correct or reject purchase orders as necessary, reprocessing corrected orders as required
· Create order acknowledgements in Baan
· Process changed orders as required
· Determine material price using the pricing guidelines
· Liaison with scheduling to establish lead times and ship dates
· Quote price and delivery information to the customer
· Involve Sales and Product/Technology Management if negotiations are protracted or complex
· Act as point of contact with customer for complaints, returns, supplied materials, rating etc.
· Track on-time-delivery and quote-response-time performance
· Provide input for sales forecasting
· Act in concert with accounts receivable to resolve long term debt problems
· Manage and run various customer reports such as Open Order Reports SOWO report, History reports

REQUIREMENTS/EVALUATION FACTORS

Pre-requisites to Position :

· Excellent communications skills

· Experience of handling complex customer accounts

· Experience of dealing with customers face to face

· Broad business understanding, including manufacturing industry experience

· A keen attention to detail is essential

· Decision maker

· Proven ‘multi-tasking' skills

· Ability to cope with high volume of work

· Team player

Desirable

· Degree qualified

· Excellent IT skills – ideally SAP (or other ERP system) and excel proficient

· Language skills – Italian

Key X's (must have):

· Champion of behavior for Customer Facing activities
· Capable of working across multiple sites to achieve necessary results
· Demonstrated leadership capability
· Extensive knowledge of business and customer base
· Deep knowledge of processes and systems, including inputs to and outputs from
· High level of ability to manage change and priority shifts effectively
· Analysis/Decision making
· Independent thinker with ability to make timely and accurate decisions. Brings workable, new, unique solutions to problems Change agent that embraces and helps to drive necessary change through organization in a positive manner. Conveys a positive can do attitude