Customer Service Coordinator - Aerospace

Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us? 

Location

GBR - Solihull
Last application date 2022-08-31 Location: GBR - Solihull

Summary of the Role

Reporting to the Customer Services Manager the primary function of this role is to ensure the customer is provided with a first class service at all times. Developing a comprehensive knowledge of all aspects of customer service including company objectives, guidelines, procedures & workflows, that are so important in the Aerospace market.

To work as part of the UK Aerospace team in contributing towards the achievement of TSS UK Aerospace objectives.

Tasks & Responsibilities 

  • First point of contact for all Aerospace customers enquiries / concerns
  • Investigation of Customer complaints or concerns. (Credit & Debits)
  • Receive and respond to customer’s quotation requests in an accurate and timely manner. Obtain feedback from customer and update appropriate systems
  • Receive and process customers orders / schedules in an accurate and timely manner according to Order Review process
  • Prioritize the workload to satisfy the customer needs and meet the Company targets
  • Developing a knowledge of company products / part numbering system
  • Ensuring Aerospace guidelines and procedures are adhered to at all times, seeking the Team Leader and Customer Service Manager’s support, if needed.
  • Working alongside the TSS UK Aerospace Key Account Managers to support, understand and develop the customer
  • Working with the TSS UK Aerospace Technical team, Aerospace Quality team, Finance team, as well as with our Suppliers and Aerospace dedicated SCM team on a daily basis to ensure every Aerospace Customer’s need is dealt with in a proper way.
  • Monitoring and managing customers orders / schedules proactively to ensure parts are supplied on time and right first time
  • To be expected to work in other areas of the customer service department should the demands of the business require them to do so

Education & Experience

  • Computer literate
  • Level of education: secondary school
  • Relevant Customer Service experience: 1/2 years
  • Excel knowledge: Intermediate
  • Working with Company procedures & Workflows
  • CRM systems knowledge
  • ERP experience: SAP preferred 

Competences 

  • Communication
  • Responding to customers needs
  • Aerospace Business Awareness
  • Commercial Awareness
  • Making effective decisions
  • Learning and Improving
  • Negotiation skills
  • Problem Solving
  • Flexibility
  • Team Work
  • Planning & Organising
  • Attention to detail

Key Interfaces & Stakeholders

  • Aerospace Customers
  • TSS Aerospace Customer Services Department members
  • TSS Aerospace Customer Service Team Leader
  • TSS Aerospace Customer Service Manager
  • TSS Aerospace General Manager
  • TSS Aerospace Key Account Managers
  • TSS Aerospace Technical Team
  • TSS Aerospace Quality Team
  • TSS Finance Team
  • TSS Manufacturing Sites and Third Party Suppliers
  • Supply Chain Management Team

Geography to cover & Travel requirements

  • Occasional travel within UK to Trelleborg Manufacturing and Customer sites
  • Rare international travel for training and development purposes.

Behavioral Characteristics 

  • Can-do approach
  • Ability to analyse the available information and make sound decisions based upon this analysis
  • Ability to work to defined processes and meet the company KPI’s
  • Cooperation
  • Responsibility
  • Adaptability and flexibility
  • Customer oriented
  • “Change as opportunity” mindset
  • Responsivness and being able to meet targets and objectives
  • Integrity
  • Able to work as part of a team as well as individually

Optional Key performance Indicators 

  • Quote turnaround
  • Order Processing Times
  • On Time Delivery (VS promised and requested delivery date)
  • Order review Performance
  • Hit Rate % (i.e. Win/Loss Ratio)
  • 5S methodology

Must be eligible to Work in the UK

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