Senior Customer Support Officer (Aviation Industry)

Responsibilities:

1. Urgent Requests Management:

- Handle incoming urgent requests from airlines for component delivery.

- Ensure materials are properly delivered within contractual lead times by coordinating from the best location among our inventory locations.

2. Inventory Coordination:

- Evaluate, challenge, and autonomously select options to satisfy customer needs in case of nil stock.

- Challenge customers on their needs when necessary.

3. Customer Communication:

- Efficiently manage communication with both internal and external customers.

- Maintain daily communication with customers, answering queries professionally and promptly.

4. Backlog Management:

- Manage backlog reports and share them with customers or internal stakeholders according to the appropriate timeline.

- Evaluate root causes for orders exceeding service level lead times.

5. Internal Meetings:

- Manage internal meetings, including backlog review and operation drumbeat.

6. Parts Sourcing and Shipping:

- Ensure required parts for aircraft are sourced and shipped according to contract.

- Maintain contact with all involved parties throughout the process.

7. Documentation and Accuracy:

- Document actions taken, ensuring accuracy and attention to detail.

8. IT Tools Management:

- Effectively manage various IT tools and FHS IT systems.

- Record all milestones in the systems correctly and maintain accurate data.

9. Process Improvement:

- Highlight issues and contribute to process improvement through proper escalation within the management team.

10. Supply Chain Health:

- Detect and document abnormal status in the supply chain.

- Drive responsible stakeholders to resolve issues promptly.

11. Customer Requirements:

- Ensure contract customer requirements are processed timely and high-quality customer service is delivered consistently.

Job Type: Full-time

Pay: RM3,500.00 - RM4,800.00 per month

Benefits:

• Free parking
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Sepang: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How long is your notice period?
• What is your expected salary?
• What is your current salary?
• What is your notice period?

Experience:

• Aviation: 1 year (Preferred)
• Customer support: 5 years (Preferred)