Customer Support Officer – SEPANG, SELANGOR

To manage customer order on daily basis within KPI target, act as a liaison, provide information related to customer order and resolve any emerging problems that our customer might face with accuracy and efficiency. To build sustainable relationships and trust with customer through open and interactive communication

Key Responsibilities

  1. Managing incoming urgent requests from Airlines to deliver a component and ensuring Material is properly delivered within the contractual lead-time by coordinating from the
    best location from any of our Inventory locations orders.
  2. Evaluating, challenging and selecting in autonomy, options available to satisfy Customer need in case of nil stock, including challenging the customer on his need
  3. Managing efficiently communication with customers (internal & external)
  4. Manage the backlog reports and share them with customers (or internal stakeholders) following the appropriate timeline for each customer
  5. Evaluate the root causes for any order having exceeded the service level lead time
  6. Manage the daily communication with customers by answering customer queries in a professional and timely manner
  7. Manage the internal meetings (backlog review, operation drumbeat)
  8. Ensure that any required parts for the aircraft are sourced and shipped according to contract, maintaining contact with all involved parties throughout the whole process
  9. Document actions taken, ensuring accuracy and paying attention to details
  10. Effectively manage various Airbus IT tools
  11. Contribute to process improvement in highlighting issues by going through the proper escalation points within the management team
  12. Manage FHS IT systems with accurate data and recording all miles stones in the systems correctly
  13. Ensure that contract customer requirements are processed in a timely manner and that exceptionally high quality customer service is delivered at all times
  14. Act as main driver to the health of supply chain by detecting and documenting abnormal status and drumbeating the responsible stakeholders to resolve the issues as soon as possible

Background and Skills

  • Min. Education: Diploma with min 2 year relevant working experience or Advanced/Higher/Graduate Diploma/Bachelor’s Degree with min of 2 years relevant working experience
  • Min. Experience: As above

Other Qualifications/ Skills:

  1. Time management, well organized
  2. Customer satisfaction mindset oriented
  3. Able to work with autonomy
  4. Good presentation skills
  5. Team Working
  6. Negotiation Skills


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