Customer Support Specialist

Boeing Distribution Pte. Ltd.

Responds to high profile customer issues, researches situation and advises on resolution. Leads analysis and reviews of customer maintenance operations, provisioning spare parts requirements, competitors' products and services. Collaborates with customer to determine specific needs and recommend options. Leads and facilitates development of part package proposals, spare parts package and transactional sales. Develops, prepares and delivers presentations. Advises customer regarding status, changes or improvements of orders and follows up. Maintains an understanding of customer's culture and business strategies.

Essential Job Duties and Responsibilities

• Lead the day to day management of the team which includes team meetings, KPI, metrics, GTG plans, team’s absences
• Understand the team’s strength and weaknesses and provides direction/guidance
• Creates, maintains, and advances day-to-day customer relationships.
• Possess working knowledge of customer site issues, functionality, etc.; Reporting directly to customer (metrics, performance, etc.)
• Develops an understanding of customer's culture and business strategies.
• Reviews customer purchase orders to assess requirements.
• Process and maintain customer purchase orders (e.g., order entry, etc.) inputting in Cardex (ERP) and portal management.
• Interacts with the different positions in the warehouse as well as with other functions such as Sales and Quality to ensure that orders are resolved in an acceptable time frame.
• Prioritizes orders with issues based on required ship date and performs analysis on whether orders can proceed without additional input.
• Performs research in Cardex (ERP) to potentially resolve order issues.
• Reviews and actions open orders that are pending resolution.
• For all critical orders, ensures timeliness of shipment through internal coordination and liaison with other functional stakeholders.
• Monitors / Expedites orders with high complexity and urgency.
• Resolves customer claims with functional departments (Accounting, Quality Assurance, etc.), Credit & Rebill, Return Material Authorization process, determine root cause, recommend and implement corrective actions; support Account Receivables with cash collection.
• Maintain Pipeline health on part usage/demand on existing contract, program, etc., in collaboration with Customer, Sales, Planner, etc.
• Provide process improvement opportunities and feedback.
• Act as a liaison between team/customers and Manager as well as key focal for the customer escalation which includes Customer calls, Quarterly Business Review
• Facilitate cross-functional collaboration and integration by overseeing the Sales, Inventory, Operations, and Planning (SI&OP) process, ensuring alignment of all functions to strategically execute supply chain operations.
• Performs other duties and responsibilities as assigned or required.

Basic Qualifications (Required Skills and Experience)

• 6-8 years of related work experience.
• 1–3 years of supervisory experience, including informal or acting supervisory responsibilities
• Knowledge of the aerospace/aviation industry
• Outstanding communication skills, verbal and written
• Strong problem-solving skills
• Proficiency in numeric reasoning and mathematical skills
• Proficient knowledge in all MS office (Excel, Word, Outlook, PowerPoint, etc.) applications

Preferred Qualifications (Desired Skills/Experience)

• Bachelor’s Degree – Business Administration or Engineering or Related Field of Study or higher
• Previous experience in the aerospace industry/fasteners is preferred

Language Requirements

Not Applicable

Education

Not Applicable

Relocation

Relocation assistance is not a negotiable benefit for this position.

Security Clearance

This position does not require a Security Clearance.

Visa Sponsorship

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift

Not a Shift Worker (Singapore)