We’re on the look out to add a Customer Services Coordinator to our elite workforce

Are you on the lookout for an electrifying career in a dynamic, booming industry? Are you passionate about what you do and constantly on the lookout for the next big idea? Then we want you!

Aerospace and defence equipment wouldn’t be able to operate if it wasn’t for avionic manufacturers like Chelton. We pride ourselves on working with customers and being attuned to industry trends to expand the possibilities of aerospace and defence and give our customers a helping hand in achieving mission success. Working in challenging environments, producing failsafe technology with smart thinking – it’s just what we do. But we couldn’t do it without the Chelton A-team. That’s why we’re on the look out to add a Customer Services Coordinator to our elite workforce.

No two days are ever the same at Chelton, you’ll constantly be faced with new challenges to overcome. From the very beginning, you will be able to take full ownership and accountability to see products through to success. After all, where would we be if it wasn’t for the people behind the products?

If you’re looking to leave your mark on the world, why not choose the exhilarating world of aerospace and defence and better yet, join Chelton for your chance to innovate, create and excite.

This role will be based at our headquarters in Marlow, Buckinghamshire.

Role Purpose

  • To provide the key customer liaison and business operation interface support for international Sales team.
  • Support and facilitate the business objectives and KPI’s relating to COTTP, arrears management and revenue recognition.
  • To ensure sales orders are efficiently and effectively transacted and that communication internally and externally is proactive.
  • The provision of premium customer service to internal and external customers.
  • To support the uninterrupted flow of business and coordinate between all relevant disciplines and customers to be the single point of contact.

Your skills and qualifications will ideally include:

  • Demonstrable experience in working within a customer service environment
  • Educated to GCSE level or equivalent
  • Fully conversant with Microsoft applications (Word, Access, Excel, PowerPoint, Internet Explorer and Outlook)
    including the use of internal business systems i.e. MRP, CRM, ERP
  • Proven excellent written and communication skills
  • High level of numeracy
  • Excellent written and verbal communication skills including telephone
  • Experience of customer service environment
  • Accuracy of processing data
  • European language skills desirable
  • Computer competency with a range of business systems

Your key responsibilities will include:

Quotes & Order Administration:

  • To support the uninterrupted flow of business and coordinate between all relevant disciplines and customers to be the single point of contact.
  • Present sales data at daily operations meetings, taking ownership as voice of customer for customer orders.
  • Raise accurate opportunities and quotes in CRM when sales representatives are offsite.
  • Responsible for the alignment of CRM opportunities with Marlow VS order intake.
  • Receive and check orders, raise and rectify discrepancies with sales account manager and customers, load orders with matching quotes
  • Ensure effective order process and liaison with Operations for validity of orders, lead-time and current order status and projected completion dates.
  • Check orders for non-standard elements and check with Stakeholders:
    • Export compliance and contractual conditions
    • Operations for non-standard lead-time, stranger orders and scheduling commitment
    • Engineering for customer specific specification & or installation/configuration requirements

Sales Operation Performance: KPI

  • Manage CRM database and produce monthly quote reports in line with KPIs to ensure accuracy of quotes against opportunities
  • Order acknowledgment – validation of alignment of quotes to orders
  • Load orders accurately and comprehensively
  • Manage the support of week 1 and week 2 SIOP firm sales plans and attend week 3 and 4 meetings as requested
  • Support the integration of other new or existing sites into the Antennas UK business processes
  • Support the metric creation & maintenance of the sales performance board and daily Review meeting
  • Support the metric creation & maintenance of the sales performance board for assigned Key Accounts
  • Raise standard and pro forma invoices
  • Receive incoming phone calls and emails

Customer Liaison

  • Field initial customer enquiries
  • Provide updates to customers / sales managers on order status, escalated issues appropriately
  • Ensure customer enquiries are followed up by the sales team in line with service level agreement (SLA)
  • Take ownership of customer complaints and see through to conclusion
  • Manage designated territory and allocated accounts managers effectively using all best efforts to provide support, escalating issues appropriately
  • Attend your value stream meeting and take action where appropriate
  • Manage customer contact and updates on customer arrears
  • Attend order review meetings and raise concerns
  • Attend any other relevant meetings as required
  • Engage in regular courtesy calls

Remuneration

In addition to a competitive salary, you will also join a flexible benefits scheme offering private medical insurance, life assurance, 8% matched pension and 25 days holiday per annum with the ability to buy and sell days. We are also happy to offer flexible working and a part-subsidised cafeteria.

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