Internship Customer Support

As an intern in the Customer Support department at Fokker Services, you will gain hands-on experience in operational management, customer communication, and process improvement. You will work closely with a dynamic team to ensure the timely and accurate delivery of spare parts to various customers including airliners, government entities, and traders worldwide.

Main Tasks

 1.      Order Management Support

·         Assist in managing the end-to-end outright sales order process for spare parts.

·         Monitor the progress of orders, ensuring all steps (from order entry to delivery) are completed on time.

·         Collaborate with internal teams (Supply Chain, Procurement, Repair & Production) to ensure smooth order processing.

2.      Customer Communication

·         Act as a liaison between customers and Fokker Services internal departments.

·         Draft and send status updates to customers regarding order progress, delays, or other relevant information.

·         Respond to customer inquiries related to spare parts and warranty claims.

Additional key areas within the Customer Support environment that may be applicable:

1.   Customer Support & Satisfaction Monitoring

·         Support customer support representatives in improving overall customer satisfaction.

·         Help monitor customer satisfaction through various channels (surveys, direct feedback, etc.) and assist in identifying areas for improvement.

2.      Reporting & Documentation

·         Assist in preparing monthly reports on customer account status, highlighting key performance metrics such as on-time delivery, order accuracy, and customer satisfaction levels.

·         Help compile and update documentation related to ongoing customer orders, including quotes, order confirmations, and warranty claims.

3.      Issue Resolution & Process Improvement

·         Track customer complaints and queries, providing assistance in resolving issues or escalating them as needed.

·         Contribute ideas for process improvements that can enhance operational efficiency or customer experience.

4.      Market Research & Business Development

·         Support the team in identifying new business opportunities in the aviation trade market, particularly in the area of spare parts and aftermarket services.

·         Assist in spotting emerging trends and opportunities for growth in key customer segments.

5.      Cross-Department Collaboration

·         Work closely with various departments (Sales, Supply Chain, Procurement, Repair & Production, etc.) to ensure smooth operations and to fulfill customer needs effectively.

Learning Outcomes:

·         Gain an in-depth understanding of the operational processes within the aviation industry, specifically in spare parts distribution and after-market support.

·         Develop valuable communication skills through regular customer interaction and interdepartmental collaboration.

·         Learn about key performance metrics in customer service and how they impact customer relationships and company success.

·         Understand how to navigate and manage the complexities of a global supply chain.

Supervision & Mentorship:

You will be guided and mentored by a Senior Customer Support Representative, who will provide training, feedback, and support throughout your internship. Additionally, you will have regular check-ins with the Customer Support Manager to discuss your progress and learn about the broader objectives of the department.

 Duration:

This internship will run for a period of 6 months with the possibility of extension, based on performance and departmental needs.

Skills & Requirements:

·         Strong communication and interpersonal skills.

·         An interest in the aviation industry and customer service.

·         Proactive, organized, and detail-oriented.

·         Ability to work both independently and in a team environment.

·         Fluency in English (both written and spoken).

By the end of this internship, you will have gained valuable insights into customer support operations, supply chain management, and the aviation aftermarket industry.