Customer Service Quotation & Contracts Specialist

Hayes, London


GBP 31400.00 per annum


[email protected]

Posted Date


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My client is looking for a Customer Service Quotation and Contracts Specialist to join on them in a permanent position. As a Customer Service Quotation and Contracts Specialist, you will be responsible as the first point of contact for operational topics towards the customer and supports regular customer reviews and visits, provides accurate status reports to customers, generates and sends written quotes and provides resolution of any contract or customer issues/problems

Role: Customer Service Quotation and Contract Specialist
Salary: From £31,400 per annum PAYE
Location: West London (Possible Travel locally and abroad)
Hours: Monday to Friday 38 hours per week (Possible overtime hours)
Candidate must have the right to live and work in the UK unrestricted

  • Free onsite parking
  • Competitive Salary Package
  • Discretionary Bonus Scheme
  • Healthcare scheme
  • Discounted Flight Benefits
  • Reduced Gym Memberships. Retail and Hotel Discounts
  • Seasonal Company Events

Job Profile

  • The Customer Service Specialist works closely with the Production and other business stakeholders to support internal and external queries on a day to day basis to ensure complete Business Project fulfilment with superior results in customer satisfaction.
  • The main objectives for this position are timely and accurate communication internally and externally ensuring the highest levels of internal and external customer satisfactions and supporting profitability targets of the Business Projects.

Communication & Relationship Management (Internal & External)

  • Own and manage Customer Support email inbox for Fulfilment.
  • Be primary point of contact between internal and external customers.
  • Perform daily routine customer follow up regarding in house work. Update and maintain database systems with information to provide customer feedback in a timely manner.
  • Attend and participate in Production/Operation meetings as necessary. Provide customer requirements during the meetings.
  • Proactively prepare and send to customers comprehensive status reports on a weekly basis or more frequently, as required.
  • Coordinate schedules with the customer and provide delivery updates.
  • Send Missing & Damage information to customers.
  • Coordinate On-Wing Support events with the customer and the On-wing Support team.
  • Check customer orders for compliance with customer contracts and Business Project expectations and communicate deviations to the affected stakeholders.
  • Enter all customer warranty claims into the company’s QA database and manage the warranty process.
  • Successfully manage difficult situations and resolution of issues/problems without supervision.
  • Analyse customer complaints and provide appropriate corrective actions.
  • Develop and maintain external customer relationship, organize customer meetings and customer visits.
  • Develop and maintain internal customer relationship. In particular with production, engineering, finance, quality, stores and logistics colleagues.

Business Project Administration & Logistics Coordination

  • Open and close Sales Orders of Business Projects as required.
  • Enter all new customer orders into the company’s ERP and tracking systems.
  • Manage the day-to-day administration of customer orders and Business Projects, both internally and externally.
  • Create Delivery Notes and coordinate with Logistics to ensure that customer requests for any shipping instructions are met. Follow-up with customer and provide shipping details.

Commercials & Profitability

  • Own and manage quotations logs.
  • Work with the Finance Department to provide job costing paperwork to the Invoicing team.
  • Ensure customer quotes are prepared and sent to customers on a prompt and timely basis.
  • Follow-up and make speedy alignment with Parts Solutions Manager and other Business stakeholders for quotes related questions
  • Follow-up quotes approvals by customers.
  • Participate in internal contract and Business Project review meetings.
  • Review invoices for each Business Project, ensuring maximum revenue and profitability as allowed per agreed pricing conditions.
  • Ensure contract and Business Project margin targets are met by working closely with Parts Solutions Manager.
  • Manage past due invoices.

Continuous Improvement & Other Duties

  • Record frequently escalated topics and analyse areas for improvement.
  • Take initiatives for process improvements.
  • Perform other duties as required by business needs.
  • All duties shall be undertaken in compliance with Safety and Environmental Regulations and Company Procedures.

Skills/Experience Required

  • Must have strong written and oral communication skills.
  • Have the ability to read and understand customer contracts / specification and put in.
  • Place action plans for contract adherence.
  • Good IT skills with the use of standard Microsoft packages. Proven experience of using MRP / ERP.
  • Data systems (SAP / AMOS etc.).
  • Experience of multi-tasking.
  • Relationship building skills.
  • Highly self-motivated.
  • Strong, adaptable, consultative selling skills

Education & Training

  • Experience in the Aerospace industry desirable.
  • Previous experience in Customer Service role.
  • Organisational talent, high own initiative, high conflict ability and analytical skills

If you are interested in applying for this position and you meet the requirements, please send your updated CV to: Sarah Budd at Line Up Aviation
Line Up Aviation has carved its own place in the recruitment of Aviation and Aerospace personnel all over the world for more than 30 years. We work with some of the industry’s best-known companies who demand the highest standard of applicants.
Due to the number of applications, we receive, it’s not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.
“Follow @LineUpAviation on Twitter for all of our latest vacancies, news and pictures from our busy UK Head Office. Interact with us using the #LineUpAviation tag at anytime! Thank you for your follow!”

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