Customer Support Coordinator

il y a 6 jours

Gonesse, Île-de-France Standard Aero Temps plein

Job Summary

We are seeking a highly skilled and experienced Customer Support Coordinator to join our team at Standard Aero. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our clients, ensuring their needs are met and exceeded.

Key Responsibilities

  • Act as the primary point of contact for clients, providing timely and effective support throughout the shop visit process.
  • Anticipate, advise, and inform clients on the status of their motor, ensuring seamless communication and collaboration with internal teams.
  • Review contracts, verify client requirements, and ensure compatibility with site capabilities, quality, deadlines, and pricing.
  • Assist in client reviews, receive client representatives on-site, and establish a commercial proposal.
  • Exchange with clients on questions and concerns upon receipt of the proposal, ensuring timely and effective resolution.
  • Relay client complaints internally and client requests to internal teams.
  • Establish and maintain a trusting relationship between the company and the client, striving for maximum client satisfaction while respecting regulations and preserving the company's interests and reputation.

Internal Coordination

  • Work closely with all company services to oversee the motor dossier internally.
  • Coordinate motor reception and re-export, relying on the logistics service.
  • Collect commercial and technical information to prepare the visit file, relying on commercial, finance, engineering, technical, and quality services.
  • Create the file in the ERP, ensuring finance validation in advance.
  • Review contracts and edit a proposal for work, relying on technical, engineering, production, and supply chain services.
  • Attend production and follow-up meetings.
  • Participate in technical reviews before editing the commercial proposal.
  • Edit the commercial proposal and have it validated by the manager and finance.
  • Ensure understanding of information transmitted by internal services to relay it correctly to the client.
  • Provide internal services with accurate and timely information to maintain workflow fluidity in the workshop.
  • Prepare the closure review at the end of the work before invoicing.

Additional Responsibilities

  • Propose corrective actions and improvement axes to ensure client satisfaction and company interest, in coordination with concerned departments.
  • Participate in client visits and roll-ons for new contracts with the commercial service.
  • Prepare and follow up on technician detachments on-site clients when necessary.
  • Monitor and ensure the quality of responses following audits with clients on major programs.
  • Establish and/or develop a client culture in coordination with the SC Manager's assistance.
  • Participate in process improvement projects.
  • Ensure the implementation and/or development of key performance indicators (KPIs) set by management: deadlines, costs, quality, performance.
  • Participate in client satisfaction surveys.
  • Apply and ensure the application of company procedures.

Requirements

We are looking for a highly skilled and experienced professional with a strong background in customer support, preferably in the aerospace industry. You should have a strong understanding of customer needs, excellent communication skills, and the ability to work effectively in a team environment.

Education and Experience

Bachelor's degree in a relevant field (Bac + 3 to Bac + 5) or equivalent experience.

Skills and Qualities

  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • Excellent organizational and time management skills.
  • Proficiency in Microsoft Office, particularly Word and Excel.
  • Experience with CRM and ERP systems.

Language Skills

Fluency in English is required.

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