Job Purpose

This position is for an experienced Customer Service professional within the Aftermarket Environment. This will entail responding to/hosting customer calls and inquiries to provide the customer with updates on their orderbook whilst ensuring smooth customer service operations. The successful candidate will be highly motivated individual with background in decision making and taking responsibility. Ability to use own initiative. Operates with the highest level of personal integrity.

Principle Accountabilities

The ideal candidate must have a passion for Customer Service Excellence, with the ability to effectively communicate at all levels and will:

• Drive a culture of Customer First in all customer interactions with Collins Aftermarket Services Actuation (ASA)
• Manage a portfolio of customer in the MRO or Spares as primary point of contact
• Take ownership in enhancing customer information, communications, and documentation to improve service levels
• Pro-actively work within a multi-disciplined team that meets Customer expectations and deadlines.
• Work independently to confer with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, create and manage quotations and obtain or address customer complaints.
• Schedule/Order management - Agree and manage customer delivery requirements with the Operational Team ensuring requirements and commitments are understood by all parties. This includes complex paperwork related to orders for specific Customer requirements (MOD doc, Export/End user etc.) and the order placement, amendments, quotations, expediting & release back to service.
• Understand the operational contractual obligations relating to each order including warranty, penalties for late delivery and schedule adherence and ensure that obligation are met.
• Use organization and product knowledge to address more difficult inquiries and provide follow up. Respond independently to call or emails to customers to provide follow-up on inquiries, deviating away from script.
• Develop documentation and standard work to solve difficult customer issues / requests / complaints. Direct queries to appropriate department or personnel, as needed.
• Monitor adherence to agreed schedules, manage customer expectations and issue regular status reports. Prepare and issue performance charts for key customers. Proactive identification of operational performance issues on quotes, orders, returns ensuring appropriate issues are escalated in timely manner
• Confer with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Report issues through QCPC (turn back procedure)
• Resolve invoice queries to collect cash
• Work in manner that adheres to all the companies Ethical Standards, Information Technology Policies, People Philosophies and EH&S Policies and Procedures.
• Demonstrate an understanding and participate in CI/ Lean activities. Drive improvements within the team and processes where possible.

Skills and Experience

• Degree or equivalent qualification or extensive relevant experience
• Good practical knowledge of Aerospace industries, ideally with a Military focus
• Experience of Customer Portals such as DIBBS, WAWF, CAV, Exostar
• Planning and organising skills with attention to detail, data input accuracy of the greatest importance.
• Flexible approach, calm under pressure and responsive to change
• Good interpersonal and people management skills
• Good presentation and communication skills
• Able to empathetically communicate customer expectations
• Leadership experience would be desirable
• Experience in SAP and Microsoft Office required.
• Fluent English plus another European language would be advantageous although not essential.
• Able to undertake domestic and overseas travel as required.

About Us

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest problems and to meet the demands of a rapidly evolving global market.

Our benefits package includes a competitive base salary as well as 25 days annual leave + bank holidays, as well as private dental & healthcare. In addition, there is an Employee Assistance Programme, ability to buy and sell holidays, cycle to work scheme, employee discounts and a fantastic pension scheme which operates a double match.

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

Apply now and be part of the team that's redefining aerospace, every day.

Please note that potential candidates will be subject to Baseline Personnel Security Standard (BPSS) and background checks and that project access restrictions may apply to some nationalities.