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Senior Customer Support Representative Job in Titchfield, Hampshire.

Role Overview:

An exciting opportunity is open for a motivated Customer Service Specialist to join a leading aerospace-focused team based in Titchfield, Hampshire. This role is essential in managing relationships with a select group of business customers, acting as the primary interface for all communications and ensuring customer expectations are exceeded. Key responsibilities include managing the customer order book, facilitating supply chain collaboration to meet demand, and driving continuous improvement within customer service functions.

The role suits a team-oriented yet self-driven individual who takes ownership of their portfolio and is committed to delivering exceptional service while navigating complex project timelines.

Key Responsibilities for the Senior Customer Support Representative Job based in Titchfield, Hampshire:

Customer Relationship Management

* Act as the primary point of contact for designated customers, including in segments like Military, Commercial, OE, and Repairs

* Conduct regular customer business reviews, both virtually and on-site, to ensure alignment on goals and objectives

* Facilitate order book reviews, delivering consistent updates on order status and addressing any queries

Order Book Management

* Manage customer order books to maintain data integrity, accuracy, and timely updates in ERP systems

* Drive efforts to manage arrears and expedite high-priority orders, coordinating closely with supply chain teams

* Handle contract reviews for new orders, ensuring accurate entry into systems per client and regulatory requirements

Performance Reporting

* Develop and share performance metrics, escalating critical customer issues to internal teams as needed

* Attend key meetings to provide updates and proactively address issues that impact customer satisfaction

* Lead forecasting activities for assigned portfolios, supporting demand planning and supply chain alignment

Administration and Compliance

* Manage quote requests with internal support and resolve invoicing disputes within set KPIs

* Ensure compliance with UK, EU, and US export controls, including ITAR, while maintaining awareness of regulatory requirements

* Facilitate fulfillment of web-based purchasing system requirements for customers, when applicable

General Contributions

* Engage in leadership initiatives, seeking opportunities for continuous improvement in customer service processes

* Support monthly sales and on-time delivery targets and adhere to 5S organizational policies

Essential Qualifications & Skills for the Senior Customer Support Representative Job:

* Bachelor’s degree or HNC/HND (or demonstrable equivalent work experience)

* Proficiency in ERP systems (MFGPro preferred) and MS Office Suite

* Strong understanding of supply chain, demand management, and trade compliance (UK/EU/US, ITAR)

* Excellent communication skills and experience in customer-facing roles

Desirable Skills & Knowledge Senior Customer Support Representative Job:

* Familiarity with aerospace aftermarket and repair business models

* Experience in forecasting, supply chain integration, and contract negotiation

* Knowledge of SharePoint and aerospace products and applications

Ideal Candidate Profile for the Senior Customer Support Representative Job:

* Customer-focused with a proactive approach to problem-solving

* Confident managing projects within challenging timelines

* Highly motivated, adaptable, and committed to continuous improvement

This position offers an outstanding opportunity for growth within a supportive and dynamic work environment dedicated to inclusivity and equal opportunity for all applicants and employees.

For the Senior Customer Support Representative Job in Titchfield, Hampshire please APPLY NOW