Customer Support Representative - Material Services - Trade Desk

As a Customer Support Representative, you are responsible for the operational management of a portfolio of customer accounts, consisting of a mix of Airliners, governments and 3^rd party traders or shops. Within the Hoofddorp Material Services customer support team the biggest goal is to deliver customer spares orders on time for the right price. Together with your colleagues, you will take care of the order process for the product line Spares in distribution and trading. 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 within the Material Services business line. Within this role you will maintain a direct communication line to our customer and sales organization and closely interact with the Supply Chain Department and Program Manager.

The Department

The Material Services Customer Support department is part of Fokker Services Operations and consists of a team focused on servicing our customers with the provision of spares and aftermarket support. These teams each focus on a specific segment of our business defined by the product-customer combination and work closely together with our inhouse repair and production shops, as well as the operational buyer team who outsource the supply of spare parts and repairs. Your team particularly focuses on Airline customers, governments and worldwide traders.

The Customer Support Representatives 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). 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 Spares (primarily), Exchange, and Repairs;
• Operationally managing customer accounts;
• Take responsibility on ongoing issues on key accounts and take initiative to propose improvements where needed;
• Responsible for monthly report out on key customer accounts (both internally and towards the customer): communication on order status and performance;
• Monitoring and improvement of customer satisfaction;
• Sharing quotes with the customer and managing their status;
• Warranty handling and warranty claim settlement;
• Following up on and coordinating customer questions and complaints.
• Respond to supply and demand on the aviation trade market, spot new business and build transactional opportunities up towards a sustaining business;

• 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.