Customer Resolution Manager

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at [email protected] Notice: Know Your Rights: Workplace Discrimination is Illegal Notice: Pay Transparency Nondiscrimination   (English) Aviso: Transparencia en el Pago No Discriminación  (Spanish) Job Description: What does your next challenge look like? At SATAIR, we believe in sustainable aviation that allows people to travel and connect across the globe. We are on a mission to provide world class material solutions that keep aircraft flying and extend their lifespan. In Satair, you can challenge the status quo, pioneer new ways of working, and generate real value for airlines and suppliers worldwide. Being part of the Airbus family gives us the opportunity to live a global mindset, working in international and diverse teams and collaborating across functions, sites and cultures. If you want to work as one team embracing a can-do attitude in a demanding environment, then we offer a great place to explore, learn, and grow, making an impact on aviation’s digital and sustainable transformation. In this context we are looking for a Customer Resolution Manager to join our Customer Support Team in Peachtree City, Georgia. This role will provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR’s values, processes, goals, and strategies.  Together with the Head of Customer Order Fulfillment Region, balance daily workload within the respective SPOC group, coordinating upstream activities and escalations. Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services. WHAT’S IN IT FOR YOU  Here is a selection of some of the benefits we offer our employees. Local benefits may vary. Competitive Remuneration Work / Life Balance: Hybrid Working, flex-time, maternity/paternity leave Personal Development: Personalized development plans, large portfolio of learning solutions & lots of internal mobility opportunities Health & Wellbeing: Health insurance, well-being programs HOW YOU WILL CONTRIBUTE TO THE TEAM Primary Responsibilities: 80% Participate in and contribute to a high performing Customer Order Fulfilment Team  Measures, analyses and utilizes key performance indicators (KPIs) on behalf of the SPOC group in order to manage material order activity and produces order activity reports for customers, account team and management. Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling Make decisions to ensure on-time material delivery to meet customer expectations Identify and initiate first level escalations on material needs that are not meeting the customer’s expectations Support management with feedback in support of team member’s performance and development needs Provide consistently high quality responses to all customer related requests for all materials and related services to ensure the highest possible customer satisfaction. Assist with onboarding of new employees and coordinate/conduct training and upskilling of team members  When necessary and agreed with the manager, organize and conduct regular account meetings with customers, internal stakeholders, Satair Account Directors and others, to share information and keep a global view on your customers’ activity. Keep immediate Functional Managers as well as the relevant Manager/s informed about progress and status of agreed tasks as well as any critical problem areas  Identify efficiency improvement areas and offer suggestions to improve efficiency Comment/advise on undesirable conditions within the organization, and propose potential solutions for improvements Secondary Responsibilities: 20% Participate in external top/key customer meetings as per agreement with the Manager  Participate in customer coordination meetings as per agreement with the Manager  Participate in periodic functional and cross-functional activities (eg.. projects, meetings etc) as per agreement with the Manager Maintenance and development of the customer service quality level Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance In addition to an assigned portfolio of customers, which may change, assist other account teams and regions as workload and work distribution priorities demand proactively and as per agreement with Manager.   This role will involve some travel for business up to  5 %, internationally, and domestically. ABOUT YOU   Equipped with a degree in Business, Supply Chain, Logistics or Production or equivalent experience, paired with 5+ years of customer service, logistics, supply chain or aviation experience. We are looking for a team player with the following experience, skills and mindset. Bachelor’s Degree in Business Administration, Supply Chain, Logistics or Production or an equivalent combination of education and experience is required. 5+ years of work experience in customer service, logistics, supply chain or aviation industry Shipping and/or aviation knowledge is an advantage Proactive, customer oriented attitude and working style for internal stakeholders and customers  Willingness to take accountability within the own SPOC group and ability to motivate, guide and train group members and newcomers Proficient in SAP and ERP systems Proficient in Google Suites and Microsoft Office Technical and process oriented background with the ability to understand and interpret technical documentation  ​ Physical Requirements:  Onsite or remote: 80 % onsite / 20% remote V