Customer Support Assistant

To provide a first class, professional service to MEL Aviation Ltd customers, responding to all enquiries in a timely and efficient manner, whilst supporting internal departments in the day to day production of the Company.

PRIMARY ACCOUNTABILITIES:

• Be willing to undertake training, showing willingness, enthusiasm and dedication to providing a first-class service to all customers within the Repair and Overhaul department.
• Support where required in assisting the Civil Operations Manager (COM) and Account Handler/s to produce accurate quotes for all commercial airline customers in the Repair / Overhaul department. Liaising with the purchasing department to ensure correct pricing and delivery schedules.
• Ensure all quotes are produced and given to customers within 48 hours of receiving notification achieving price and delivery targets
• Ensure that individual account customer s work is quoted and returned within the schedules that we quote or have stated and if not, ensure the customer is kept updated as to the status of their own products on site, and chase through any shortages with the purchasing team.
• Identify further sales opportunities within your responsible account(s) and for the Repair/Overhaul department in general. This will include arranging and attending meetings and visits at both MEL Aviation and any customer premises
• Releasing of Master Record Cards (MRC) to produce final certificates for new build and repair and overhaul, ensuring correct data is inputted and detailed on company certificates
• Inputting of all orders onto PC for both new build and repair overhaul customers
• Certifying repaired/overhauled aircraft parts
• Understand particular contract agreements with customer base and ensure all work is within these agreements, and that where possible targets are exceeded.
• Produce individual statistics and performance analysis by Customer as required.
• Prepare annual Repair and Overhaul sales turnover statistics, analysed by department, in preparation for Sales meeting.
• Liaise with Company Agents to negotiate Repair and Overhaul work and pricing.
• Quoting and ordering spare parts for stock (RFQ s and price approvals)
• Raise commercial Purchase Orders from written requisitions from Production, Design and Development and Overhaul & Repair departments
• Action supplier acknowledgements, using the information to update MEL Purchase Orders and the Units Awaiting Spares report. Review all Goods Received Notes and process information for either general stock building or Units Awaiting Spares
• Ensure MEL Group TATs are never compromised by circumstances within our control
• Liaise with Technical Supervisor and Purchasing Controller to ensure work is prioritised and planned efficiently.
• Strive to maintain the flexible element within the department, supporting all team members where necessary.
• Be pro-active in procuring new work from both existing and new customers.
• When required, seek new contacts and pursue leads into new companies with a view to achieving sales, providing them with good Company background and capabilities.
• Be confident at all times when dealing with both internal and external customers.
• Take a vested interest in understanding MEL core products and capabilities and basic technical knowledge on aviation equipment.

PERSONAL SKILLS / ATTRIBUTES:

• Excellent written and verbal communication skills
• A proven background in sales or account management desirably in the Aviation Industry
• The ability to establish, build and maintain strong trusting relationships with customers and internal stakeholders
• Commercially aware with sound decision making and organisational skills
• Have good business acumen and understand our customers business, industry trends and market dynamics
• Be able to negotiate contracts and agreements effectively, while also maintaining strong relationships with our customers
• Flexible and adaptable approach
• Problem solving and analytical skills
• Results orientated with the ability to see problems as opportunities
• Focused on achieving the best possible results
• Good computer literacy in Microsoft Office software
• Meticulous attention to detail, methodical approach to work ensuring accuracy at all times
• Reliable and trustworthy
• Excellent team worker, with the ability to work alone.
• Has the desire to succeed as an individual and with the surrounding team
• Professional with an honest, positive approach / attitude to customer service (both internal and external customers)
• Highly driven and self-motivated