Customer Support Expert

**PURPOSE OF THE JOB**

The purpose of the Customer Support Expert (CSE) is to act as point of contact between all internal AFI and his customer portfolio customer during the contract, to ensure smooth operations and quick turnaround times for customers’ component repair orders and exchange orders.

**OVERALL OBJECTIVES**

The Customer Support expert is part of the Engineering & Maintenance division of Air France and reports to the General Manager “Power By Event” activity based in Paris. The typical “open log-book” turnover for each Customer Support Expert is between 120 & 200 open orders mainly repaired in Paris workshops. In order to succeed, the CSE should:
1. Act as focus point between our customers (airlines, lessors, brokers, MROs) and all internal stakeholders,

2. Maintain strong relationship & communication with customers (airlines, MRO, lessors)

3. Manage the overall performance of Air France Industries services

**KEY RESULTS AREA
**1. Act as focus point between our customers and partners (airlines, lessors, brokers, MROs, SCS ) and all internal stakeholders**
- Contributes positively to the communication and coordination with the customer
- Manage all open order for the assign customer portfolio, check and update all parameters of orders on IT.
- Look after all operational issues regarding the open orders
- Support AFI Customers lead by PBE CSM for repair station at Singapore Component Solutions.
- Find best operational solutions to keep customer satisfied while always protecting our company’s financial & commercial interest in close connection with customer contract manager.
- Issue the weekly report to customer and assist the weekly call to provide and comment updated statuses.

**2. Maintain strong relationship & communication with customers (airlines, MRO, lessors)**
- Build trustful and robust relationships with customers.
- Regularly visit his/her customer to stay close and be able to anticipate their needs.
- Involve the AFI Sales & Customer Support manager when required.
- Fills in and updates the internal database with customer intelligence & info.

**3. Manage the overall performance of Air France Industries services**
- Defines with the customer all particular conditions and operational procedures to implement the contract.
- Drives regular “Performance Review” meetings with the customer about the service provided
- Ensures management is informed on a regular basis on all matters related to his/her portfolio
- Acting as the control tower of the overall performance, identifying and solving issues that could lead to delays or unsatisfaction for customer.
- Adapt and controls the customer’s needs understanding in the supply chain and repair loop.

**MAIN INTERFACES
External
- Customers (airlines, lessors, MRO, etc.)
- Forwarders (DHL, Fedex, )

Internal
- Logistic Centers
- Shop Managers / Logistic planners
- Customer Pricing Officers
- Customer Support Managers
- Customer Quotation / Invoicing Officers
- Singapore Component Solutions

**REQUIRED KNOWLEDGE**
- Minimum Diploma in Business/Engineering
- Customer management
- Component Products knowledge
- Commercial experience
- Fluent English (French is a strong asset)
- Political sensitivity
- Office tools knowledge

**COMPETENCIES**
- Customer Focus
- Cross cultural awareness
- Excellence
- Team player
- Curiosity
- Autonomy
- Excellent communication skills
- Problem solving minded
- Be organized