Customer Support Representative - CMRO

The Role
As a Customer Support Representative, you are responsible for the operational management
of a portfolio of customer accounts, consisting of a mix of Airliners, OEM’s, Pool Owners,
and Component Distributors. Within the customer support team of Fokker Techniek, the
biggest goal is to deliver customer repairs and manufacturing orders reliably and for the
right price. Together with colleagues, you will take care of the order process for the product
lines Component Maintenance and Manufacturing. Within this setting, you will function as a
connector to tie all ends together, representing the customer within the organization and the
other way around.

You report to the Customer Support Manager of the Material Services business line. Within
this role you will maintain a direct communication line to our customer and sales
organization, as well as the CMRO and production shops.

The Department
The Customer Support Department within the Material Services business line, consists of
three teams of Customer Support Representatives. These teams each focus on a specific
segment of our business defined by the product-customer combination, as well as customer
region. The Customer Support Representative is the link between the customer and the
procurement department and responsible for the on-time delivery of customer orders for
roughly all products and services of Fokker Services (Spares, exchanges and repairs) and
Fokker Techniek (repairs, manufacturing). Through continuous improvement on processes
and services, the Customer Support branch strives to guarantee the ultimate Customer
experience

Key Responsibilities:
• Responsible for managing the tail-to-end order process for the product lines CMRO and
Manufacturing. This includes all order administration; the booking of orders in ERPsystem, quote creation etc.
• Operationally managing customer accounts and accurately maintaining the
corresponding order book
• Represent the voice of the customer within the organization; communicate internally
with the CMRO shops on order progress and priorities
• Closely communicate with the customer on order progress, stagnations, shipping
instructions etc.
• Take responsibility on ongoing issues on key accounts and take initiative to propose adhoc solutions and long-term improvements when and where needed
• Handle and resolve invoicing questions and issues
• Responsible for weekly report out on key customer accounts (both internally and
towards the customer): communication on order status and performance
• Monitoring and improvement of customer satisfaction
• Making quotes and share with the customer and managing their status
• Warranty handling and warranty claim settlement
• Following up on and coordinating customer questions and complaints
• Adhere to export compliance procedures and regulations

• We are looking for an enthusiastic Customer Support colleague, who has MBO/HBO professional- and preferably experience within the aerospace industry or logistics;
• You have relevant experience in the parts trading business, preferably the aerospace industry;
• You are customer- and service orientated, have a commercial drive and a problem-solving mentality;
• You master the Dutch and English language fluently (both spoken and written);
• You have commercial affinity and understand customer needs and requirements;
• You have a flexible attitude and can perform under pressure in stressful situations;
• You can work well both independently and, in a team;
• You have good analytical skills, in addition to a practical solution orientation;
• Valued competences: accountability, cooperation, adaptability, customer focus, initiative, first time right attitude.