全职 Customer Support Manager- Executive 工作, 薪水 up to MYR 3,000, Interiors Aeroservices Selangor 公司招聘中 - Ricebowl

Job Purpose

The Customer Support Executive serves as the primary liaison between customers and internal departments (Operations, Quality, Finance, Materials/Store) for all matters relating to repair, overhaul, and maintenance services under the company's Part 145 (C6 rating) approval. The role covers front-line customer communication (calls, chats, emails), quotation handling, order tracking, materials/store coordination, and end-to-end management of the customer relationship — from inquiry through delivery, documentation, and payment collection.

Key Responsibilities

1. Customer Communication & Relationship Management

• Act as the first point of contact for incoming customer calls, chats, and emails, responding in a timely manner
• Identify customer needs, concerns, and questions, and provide accurate information and solutions
• Build and maintain strong customer rapport to ensure long-term business relationships
• Handle customer complaints and issues in a patient, professional manner; resolve or escalate promptly
• Direct callers/inquiries to the appropriate internal teams or departments as needed
• Follow up consistently with customers on open questions, complaints, and pending matters
• Provide customer support daily updates and weekly customer update reports

2. Business Development & Sales Support

• Support efforts to bring in new business and expand the customer portfolio
• Attend sales visits together with the sales/management team
• Assist in the preparation and submission of quotations based on operational input and pricing guidelines
• Obtain internal approval for quotations prior to submission
• Send quotations, Work Order Quotations (WOQ), and Proforma Invoices (PI) to customers for approval
• Follow up with customers to secure approval on Repair Orders (RO), Purchase Orders (PO), or quotations
• Request RO from customers and track approval status of ongoing projects and Estimated Delivery Dates (EDD)

3. Order Coordination & Internal Liaison

• Relay customer requirements and instructions accurately to internal departments (particularly Operations) to ensure fulfillment of customer needs
• Collaborate closely with the Operations team to understand job scope, demand, and turnaround capability
• Coordinate with internal departments on any operational matters related to customer arrangements
• Track and maintain work order status for all ongoing jobs (e.g., annual work order tracking)
• Counter-check RO against strip reports and incoming physical quantity
• Send incoming status updates and parts status follow-ups to customers

4. Materials Coordination

• Follow up with the Materials team on purchasing, shipment, and stock list matters
• Inform to Materials team regarding any arrangement of collection of parts/units from customers
• Send PO approval listings to the relevant
• Check and confirm the latest CMM (Component Maintenance Manual) revision with customers

5. After-Sales Support

• Handle all after-sales inquiries and related matters raised by customers
• Keep internal departments updated on any issues raised by customers

6. Documentation, Compliance & Delivery Oversight

• Ensure accuracy of all documents (certificates, release notes, invoices, etc.) and products delivered to customers
• Verify completeness and correctness of paperwork prior to dispatch, and close out paperwork on the Customer Support side
• Manage renewal and new applications for MAHB gate passes (MAB & ADE)

7. Payment & Administration

• Follow up and collect payments from customers in line with agreed commercial terms
• Maintain accurate records of customer transactions, quotations, and approvals
• Perform other related duties as assigned by the Manager

Key Requirements

• Diploma/Degree in Business Administration, Aviation Management, or related field
• Prior experience in customer service/sales, preferably within an MRO, aviation, or Part 145 environment
• Familiarity with Part 145 processes and C6 rating scope (component/avionics repair) is an advantage
• Experience with materials/logistics coordination (purchasing, shipment tracking, stock control) is an advantage
• Strong communication and interpersonal skills
• Good coordination and follow-up skills to work across departments (Operations, Materials, Quality, Finance)
• Detail-oriented, especially with documentation, quotations, and compliance paperwork (e.g., MAHB gate passes)
• Proficient in MS Office (Excel, Word, Outlook) and relevant MRO/ERP systems (e.g., GWS)

Key Skills

• Customer relationship management and complaint handling
• Multi-tasking across sales support, order tracking, and materials coordination
• Strong follow-up discipline across quotations, ROs, POs, payments, and documentation
• Cross-functional coordination and clear communication
• Organizational skills for tracking multiple ongoing projects simultaneously

Pay: RM3,000.00 - RM9,901.88 per month

Benefits:

• Free parking
• Health insurance
• Maternity leave

Work Location: In person