Job Description:
Job Objectives
The job holder will be in charge of Customer portfolio and is Airbus Helicopters representative for any concerns regarding Spares, Repair, PBH, Blades, AOC and Warranty administration flow.
- To guarantee the logistics performance to the customers for Spares, Repair, PBH, Blades, AOG and Warranty needs while securing Airbus Helicopters Material & Logistics financial performance.
- Manage and coordinate all actions for customer satisfaction. He/She needs to organize regular meetings, visits with the customers. Provide customer with information on support and services.
- Collect and discuss customer feedback.
- Monitor the support and service performance at individual customer level.
- Launch and pilot any required action plan.
- Act as Customer Support Manager (CSM) focal point for customer interface and support Vietnam based customers.
Job Responsibilities
- Ensure treatment of all customer’s orders and deliveries on time and on quality.
- Ensure customer reporting of order book.
- Regularly liaise with central organization stakeholders, such as Head of Segment and CLM referent by ensuring proficient communication.
- Monitor logistics KPI & performance (including financial performance) and the KPI performance at the individual customer level.
- Launch action plan regarding KPIs dashboard and problems/opportunities met.
- Share forecast & planning about customer’s logistics flow anticipation, fleet data collected and trend analysis.
- Provide recommendations to improve logistics service (internal / external).
- Ability to communicate and know the customer and their organization (e.g. Executive team, Engineering, Finance, Maintenance, Planning, Customer’s buying process / cycle including legal and commercial aspects, T&Cs, budget planning) as well as understand the customer’s market & environment.
- Establish credibility with customers to develop strong and lasting relationships with key customer executives / customer’s stakeholder based on mutual trust, respect, integrity and credibility.
- Building confidence and trust gaining the right to advise on customer strategy and increasing the customer’s loyalty.
- Building a network within the customers’ organization and positively influence the overall perception of the business.
- Identify, assess, respond (to mitigate / to increase impact and/or probability),
- monitor, follow-up and report regarding risks and opportunities in his/her area of duty.
- Identify and prioritize events that might negatively/ positively affect the programme/process/ function objectives and categorize them.
- Launch and actively follow up on replenishment orders from the day of order placement until the day of parts availability including AOG assistance, lead-time monitoring, discrepancy report and freeze code processing considering the commercial policies applicable (Repair, warranty, upgrade etc.) and material and logistics related contractual obligations and industry standards.
Job Requirements
- Diploma or Degree in Business Administration, Engineering or related disciplines from a recognized institution
- Minimum 3 years managerial experience in Customer Service environment, preferably in the aviation industry
- Ability to communicate, interact effectively at different working levels
- Proficient in SAP, Microsoft Office like Excel is preferred
- Able to work independently in multi-task environment
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.
Company:
Airbus Helicopters Southeast Asia Pte Ltd
Employment Type:
Permanent
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Experience Level:
Professional
Job Family:
Material Support & services <JF-CS-MS>
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