Customer Resolution Manager - Satair Channel, APAC

About the role

Satair is looking for a Customer Resolution Manager for its Satair Channel, APAC, based in Singapore. The role provides reliable, world-class customer support for aircraft spare parts and related services, balancing daily workload with the Head of Customer Resolution Services Region, coordinating upstream activities and escalations, and ensuring high customer satisfaction (CSIP) for assigned accounts.

Key responsibilities

• Manage material orders, quotes and open orders, keeping response times fast and responses qualified
• Measure and analyse KPIs for the SPOC group, produce order activity reports and manage the Open Order Book and claims
• Maintain customer records and make decisions to ensure on-time material delivery
• Handle first-level escalations and drive escalations with operational functions
• Review work procedures, workload and shift scheduling, and support team performance and development
• Assist with onboarding and training of new employees and team members
• Organise account meetings with customers and stakeholders when agreed, and take part in customer coordination and functional meetings
• Support the Head of Customer Resolution Services Region and help other account teams and regions as needed

Required profile

• At least 3 years of customer service experience in a similar-sized organisation
• BSc in Business Administration, Supply Chain, Logistics or Production preferred
• Technical and process-oriented background, able to interpret technical documentation
• Proactive, customer-oriented, self-starter who can work under pressure and without constant direction
• Good dispute resolution, analytical and communication skills

Required skills

• PC literacy: word processing, spreadsheets and databases
• Experience with SAP and Freshdesk is an advantage
• Shipping and/or aviation knowledge is an advantage