Customer Support Executive EMEA
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Key skills for this role
About the Role
Manage customer orders, logistics, and post-sales support while ensuring accuracy and compliance in a fast-paced aviation environment, requiring strong organizational and commun.
Key Skills for This Role
Full Job Posting
Order Management & Customer Liaison
- Serve as the primary point of contact for EMEA customers upon receipt of Purchase Orders (POs), ensuring prompt acknowledgement, accurate processing, and proactive communication throughout the order lifecycle.
- Support Sales Managers in all aspects of order processing, administration, and follow up activities, ensuring orders are executed accurately and on time.
- Monitor open orders and flag potential delays, discrepancies, or fulfilment risks to the relevant Sales Manager at the earliest opportunity.
- Maintain a thorough understanding of each customer s order requirements, urgency levels (including AOG situations), and preferred communication protocols.
- Ensure all customer interactions by phone, email, and all platforms are handled professionally, responsively, and in line with Skyways Technics service standards.
Logistics Coordination & Shipment Management
- Coordinate with internal departments and external logistics providers to ensure timely, accurate, and compliant shipment and delivery of all customer orders.
- Track shipment status across all open orders, providing proactive updates to customers and escalating delays or exceptions to the relevant Sales Manager.
- Ensure all shipping documentation, including airworthiness release certificates, packing lists, commercial invoices, and export documentation are accurate, complete, and dispatched with each shipment.
- Coordinate AOG and priority shipments with urgency, liaising with logistics partners to secure the fastest available routing and ensuring customers are kept informed throughout.
Post Sales Support & Warranty Management
- Provide comprehensive post sales support, including coordination of replacement orders, return authorisations, and shipment follow up to ensure full customer satisfaction.
- Monitor and actively follow up on all open warranty cases in coordination with the relevant Sales Manager or Sales team member, ensuring cases are tracked to resolution within agreed timelines.
- Liaise with the technical and quality teams as required to support the investigation and resolution of warranty claims, customer complaints, and return to vendor cases.
- Maintain accurate records of all post sales activities, warranty case status, and customer feedback, ensuring visibility across the commercial team.
Reporting & Data Management
- Prepare, maintain, and distribute weekly reports on open core unit transactions, ensuring accuracy, completeness, and timely delivery to relevant internal stakeholders.
- Maintain accurate and up to date records of all customer orders, shipment statuses, warranty cases, and post sales activities within the company s ERP system (Pentagon 2000).
- Support the Sales Manager and Commercial Director with ad-hoc reporting, data compilation, and commercial analysis as required.
- Identify and flag recurring trends or systemic issues in order fulfilment, shipping, or customer feedback, contributing to continuous process improvement.
Internal Coordination & Operational Support
- Act as the operational bridge between customers, Sales Managers, the Stores department, logistics providers, and the finance team to ensure seamless order execution.
- Support the broader sales and commercial team with ad-hoc tasks and additional responsibilities as required to ensure smooth business operations and timely project completion.
- Contribute to the continuous improvement of customer support processes, tools, and communication standards within the EMEA commercial function.
- Ensure all activities are conducted in compliance with applicable company procedures, quality standards, and UAE regulatory requirements.
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