CSR客服代表（航空行业）
伊顿上飞（上海）航空管路制造有限公司
- 公司规模：150-500人
- 公司性质：合资
- 公司行业：航天/航空
职位信息
- 发布日期：2019-08-31
- 工作地点：上海-浦东新区
- 招聘人数：2人
- 工作经验：3-4年经验
- 学历要求：招2人
- 语言要求：不限
- 职位月薪：1.5-2万/月
- 职位类别：客服主管 客服专员/助理
职位描述
Primary Function / 基本职能 ：
The candidate will coordinate across functional disciplines to achieve customer satisfaction. Manage performance against customer requirements in accordance with contract obligations, terms and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force.
Essential Responsibilities / 主要职责 :
- Lead a team of customer service representatives
- Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
- Acts as the point of contact with the customer on assigned accounts. Maintains successful, long-term business relationships and contacts with high-level customer procurement.
- Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.
- Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment.
- Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs.
- Coordinates and leads the internal activities of all departments involved in achieving customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between ESJV and the customer. Represents ESJV in delivering plant recovery plans.
- Accountable for Managing Customer Metrics - Customer Complaint Process and keeps the customer’s database updated with all activities and maintains all records for account responsibility.
- Represents the company at customer review meetings (on and potentially at off-site meetings).
- Accountable for managing customer demand requirements and providing customer forecast in support of plant forecasting.
- Determines technically and commercially compliant proposal packages of diverse scope and complexity for major customers in response to customer and contract requirements. Lead the internal bid and proposal process for sustaining/contract renewal business opportunities.
- Assesses current practices for continuous process improvements; Applies and may lead continuous improvement initiatives to improve the efficiency of internal systems and processes across the site. Recommends actions by analyzing and interpreting data and making comparative analyses. Analyzes proposed changes in methods. · Prepares quotations for customer on case by case basis
- Works with finance team to set credit control limits for each customer · Arranges shipments, invoices and supports custom clearance activities
- Qualifications Required / 任职要求 :
- Bachelor's Degree from an accredited institution or 5 years of equivalent experience in Customer Service in an aerospace MRO environment
- Minimum 3 years’ experience interfacing with customers in a MRO environment.
- Desired / 期望要求 : ·
- Prior Management and Aerospace experience preferred;
- Detail oriented and able to systematically organize and record daily activities to help create a scalable, repeatable formula for success;
- High level of integrity and initiative;
- Excellent verbal, written and presentation skills;
- Able to assist with achieving aggressive performance and financial goals, enjoy challenges and competition, while being a team player;
- Resourceful, assertive, and comfortable taking risks to achieve these goals;
- Ability to handle multiple detailed projects simultaneously and independently while adapting to changing roles and priorities;
- Experience with reviewing and responding to RFPs/RFQs; · Strong analytical and organizational skills; · Must be detail-oriented;
- Proven ability to multi-task, manage multiple accounts/projects, while being flexible to changing priorities;
- Working knowledge of MRP Systems;
- Strong computer skills with Microsoft products (Word, Excel, PowerPoint) and aptitude to learn databases;
- Demonstrated ability in providing exceptional customer service;
- Ability to mentor co-workers as part of team development;
公司介绍
伊顿上飞（上海）航空管路制造有限公司是由上海飞机制造有限公司和伊顿（中国）投资有限公司共同投资成立的合资合作公司，成立于2011年3月，其中上飞公司占股51%，伊顿占股49%。公司专注于飞机管路系统的设计、研发、集成、制造、维修、测试、适航认证、销售及技术支持，是亚太区领先的航空管路解决方案供应商。公司成立伊始主要为中国商飞公司ARJ21-700、C919等大飞机项目提供全方位配套服务。公司不断拓展业务领域，目前在民用飞机及通用飞机等多个平台获得多家供应商的认可，目前公司还为通飞TP150，商发CJ-1000等飞机项目提供液压、燃油管路、滑油、环控等系统集成服务。2017年公司开始涉及航空售后服务，目前已经完成维修站筹建并获得CAAC和FAA及EASA维修资质。
联系方式
- 公司地址：地址：span祝桥镇金亮路71号