Customer Support Representative - Material Services

As a Customer Support Representative you are responsible for the operational management of a portfolio of customer accounts, including airlines, suppliers and distributors that are involved in all aspects of aircraft and component maintenance and overhaul. Within the Customer Support team of Fokker Techniek, the most important goal is to deliver repair and production orders reliably and at the right price. Together with your colleagues, you ensure a smooth order process.

In this role you act as the link that brings everything together: you represent the customer within the organization – and the organization towards the customer. We are looking for a professional with a strong sense of ownership, who takes initiative, assumes responsibility and is able to engage colleagues and customers in a joint approach.

You report to the Customer Support Manager of the Material Services division. You maintain direct contact with our customers and sales organization, as well as with the internal maintenance and production departments.

The department:
The Customer Support department within the Material Services division consists of three teams of Customer Support Representatives and plays a central role in supporting customers and internal processes. As a Customer Support Representative, you work closely with the component shop and other internal departments to prepare quotations, and to ensure that repairs, production and deliveries proceed as agreed. This requires active daily coordination and good alignment so that processes are executed efficiently and without errors.

Accuracy is crucial in this role. We are looking for someone with a sharp eye for detail, who can see what is needed to achieve an optimal result and who can translate customer expectations into concrete actions within the organization.

By continuously working on improving processes and services, Customer Support strives for the ultimate customer experience.

Key responsibilities:

• Full responsibility for the order process – from quotations and receipt of the order through to invoicing – including repair, production and process orders, with a focus on efficient handling and achieving TAT (Turn Around Time) and OTD (On Time Delivery).
• Administrative and operational management of customer accounts: monitoring status, keeping open orders up to date and ensuring correct registration in the systems, with a focus on timely delivery and customer satisfaction.
• Contributing to new product groups or scope extensions in close cooperation with the Program Manager, by supporting customer contact and internal coordination, where technical knowledge of products and processes plays an important role.
• Handling invoicing questions and warranty claims, and ensuring correct resolution of discrepancies or issues.
• Preparing and sharing weekly reports on key accounts and customer satisfaction, both internally and with the customer.
• Ensuring compliance with export regulations and internal compliance procedures.
• Identifying improvement opportunities in processes and collaboration, and actively contributing to the optimization of services.

We are looking for an enthusiastic Customer Support colleague with:

• MBO+ level of education and thinking, with work experience in aviation or logistics.
• A customer-oriented mindset with commercial awareness and strong problem-solving skills.
• Excellent command of Dutch and English (both spoken and written).
• The ability to understand and explain technical issues.
• Flexibility and resilience in a complex industry.
• The ability to work independently as well as in a team.
• Experience with ERP systems and good knowledge of MS Office.
• A creative, analytical and practical approach to solutions.
• A proactive attitude and sense of ownership: taking responsibility, showing initiative and engaging others in a positive way.
• Excellent attention to detail and strong quality awareness.
• Preferably experience with LEAN.