Overview
MPI have a requirement for a Customer Service Representative to be based in Gosport, Hampshire.
This is a Permanent role.
Salary to be discussed on application.
Job in Brief
Heavy commercial and customer focused, needs to be able to cope with changing priorities, working with engineers, technicians and all departments to push work through and chase any issues.
Good with IT to work on the systems and process and customer satisfaction driven
37 hours, Mon – Fri on site
Job Description
The CSR is to support the business in achieving customer satisfaction. They will work closely with the CPM (Customer Project Managers) to ensure all customer requirements are achieved in a timely fashion. A desire to maintain a department culture that focuses on fostering positive relationships with colleagues within their own area and supporting departments. The role holder will be expected to maintain the integrity of the Company’s reputation, maintain the Company’s best interest and focus on growth related activities.
Job Activities
Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process;
Accurately prepare and process customer transactions such as quotations, purchase orders, rentals, cost estimates, invoicing and calculation of relevant gross profit margins and other financially based analysis as required;
Review information on estimates and invoices with the CPM;
Work with the finance department in setting up and managing customer accounts in the ERP system;
Communicate with operations and management regarding customer issues, needs and concerns;
Ensure all Cycle Zeros are accurately completed prior to induction of product;
Receive and process customer and intercompany purchase orders;
Monitor warranty payments from OEM's and prepare journal entries as requires (product applicable);
Drive advance delivery of Customer supplied documentation (log book, log cards, PO's) to support immediate function and forecast anticipated shop visits by Customer and product number (product applicable);
Customise the production plan and project plans in close liaison with production, engineering and logistic support. Update the ERP system as required to ensure all plans are accurate and on track;
Create, update and maintain relevant reports and KIPs as required;
Manage time effectively, meet personal goals and work effectively with other members of the team and business;
Maintain proficiency in using personal computer, data entry terminal and other common office equipment and software;
Follow company policies and procedures and where necessary, create procedures;
Answer incoming calls and provide front line support;
Create and maintain a coherent filing system;
Willing to work flexible hours as required;
Present a professional image at all times to customers (internal and external);
Attend and participate in all meetings as necessary;
Active participation in operational improvement activities and projects as applicable;
Cover and support other CSR's within the team (irrelevant of product);
Perform all other duties as needed to ensure departmental efficiencies.
Competencies:
Good interpersonal and communication skills (written and verbal);
Adept at building effective working relationships to benefit Customer needs;
Strong financial acumen both in terminology and processes;
Follow and write processes and procedures;
Self-motivated and able to prioritise and manage own workload;
Fluent communication in the English Language;
Meet the Company's health screening and surveillance requirements.
Essential:
Customer facing experience;
Full understanding of financial terminology and processes;
Strong planning, organizational, analytical and problem solving skills;
Experience working in a culturally diverse environment with a demonstrated experience sensitivity to other cultural norms and practices;
Responsible for observing and reporting any issues or concerns in support of the company-wide Quality Management Systems (QMS), Environmental Management Systems (EMS), Safety Management Systems (SMS) and all Export Control and Compliance Policies;
Full Driving Licence;
Desirable:
Aviation experience;
Salesforce experience;
Willingness to travel within the UK and internationally where required;
Experience in using ERP systems or similar enterprise resource planning tool.
Organizational Relationship:
Working directly with CPM's, OEM's, Sales, Commercial, Operations, Engineering, Supply Chain and Procurement;
Actively contribute in other functional areas not directly related to Customer Services i.e., Operations, Technical, Quality and Material;
Work effectively with colleagues and other internal departments.
Professional Qualifications/Education/Training:
Essential:
Customer administrator experience;
Microsoft computer skills to a high level of competency;
Financial acumen; prior experience or formal training.
Desirable:
Degree qualification
