Customer Service Representative

Viking Air Ltd

June 16, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/11710

Job Category: 
Other
Job Specialization: 
Other
Job
Company Overview: 

Viking is a first tier original equipment manufacturer (OEM) specializing in de Havilland aircraft products. Viking is the type certificate holder for the DHC-2 Beaver,DHC-2T Turbo Beaver, DHC-3 Otter, DHC-6 Twin Otter, DHC-4 Caribou, DHC-5 Buffalo and DHC-7 Dash 7 aircraft.

Viking has 30 years of experience with de Havilland products.

In 2006, Viking accepted the transfer of the type certificates for seven legacy de Havilland aircraft. We are committed to de Havilland owners and operators worldwide to provide quality
parts and services.

Job Summary: 

SUMMARY OF FUNCTIONS:

Act as the primary point of contact at Viking to all operators, maintainers and distributors for spares sales and services.  Respond promptly to customer questions and requests.  Manage customer sales orders.  Proactively work to increase sales of Parts and Services. Administer customer complaint feedback and engage with the Quality team to understand and address root cause.  Provide AOG support to the fleet.   Always represent Viking in a professional and courteous manner in every communication with customers or prospective customers.  Strive to achieve world class customer service performance. 

MAJOR DUTIES AND RESPONSIBILITIES:

Customer Communication:  Act as the primary point of contact at Viking to all operators, maintainers and distributors for spares sales and services. Respond promptly to customer questions and requests.  Coordinate the provision of technical support and information with ATLAS technical support team.  Provide spare part availability, price and lead time information upon receipt of a request for quotation. Proactively work to increase sales of Parts and Services. Always represent Viking in a professional and courteous manner in every communication with customers or prospective customers.

Sales Order Management:  Accurate entry, review and management of customer orders including PO changes and customer schedule changes. Proactively communicate customer order status updates. Liaise between customer and Viking finance team in the processing of customer credit applications.  Ensure accurate charging for spare parts and services such as freight and packaging.  Administration of non-customer programs such as Buffalo tool rental, manufacturing outsource program sales order generation, etc.

Quality Administration:  Actively collect and report Customer Complaint Feedback (CCF).  Processing and follow up of customer returns and rejections to ensure RMAs are completed in agreed timeframes.  Issue replacement parts to customers as required under the QMS.  Work with Manager or Team Lead and Quality Engineering to conduct root cause corrective action investigation and execution, to continually improve customer quality performance.  

Continual Improvement:  Actively participate in ATLAS R2E program.  Assist in the development of standard work for all CSR activities.  Understand metrics that measure key performance parameters.  Strive to achieve World Class levels of customer service in every interaction our clients have with Viking through ATLAS Aftermarket Sales and Customer Support.

AOG Support:  Provide AOG support to the fleet.  On a rotational basis, participate in scheduled activities to provide 24/7 AOG services.    

EXPERIENCE AND/OR EDUCATIONAL REQUIREMENTS:

  • Experience in aviation, aircraft maintenance, aircraft parts and/or manufacturing, a definite asset
  • Post-secondary education required
  • Customer Service and/or Support experience desirable
  • Energetic, enthusiastic, self-motivated team player
  • Ability to ‘think outside the box’ in daily problem solving situations
  • High attention to detail
  • Excellent written and verbal communication skills
  • Second language (French, Spanish, German, etc.) a definite asset
  • Excellent interpersonal skills and a willingness to embrace continual learning
  • Demonstrated ability to build relationships and work effectively with people at all organizational levels
  • Must be available for occasional travel, sometimes with short notice
  • Intellectually curious, a passion for customer service, and a demonstrated desire to make a difference
How To Apply: 

Interested applicants should apply to hr@vikingair.com