REPRÉSENTANT AU SERVICE À LA CLIENTÈLE

Montréal, QC, Canada
Relevant du Responsable Clientèle et sous la supervision du Responsable Commercial, le Représentant au service à la clientèle est chargé d’assurer le service client, notamment en respectant les exigences commerciales et contractuelles, tout en respectant des normes éthiques strictes pour soutenir nos clients et l’entreprise.
Le Représentant au service à la clientèle accompagne nos clients sur la réparation de moteurs et de ses composants, et assure les tâches commerciales principales de l’entreprise.
Le Représentant au service à la clientèle aura également la charge de fournir les documents clients et commerciaux aux parties prenantes internes dans les meilleurs délais afin de garantir que le moteur soit prêt pour l’intégration et que tout problème client ou contractuel ultérieur soit résolu afin de soutenir l’atelier et de livrer le produit au client comme prévu.

TRUSTED PARTNER IN CANADA

For over 75 years, Rolls-Royce has firmly established its presence in Canada. We are recognized as the world-wide Centre of Excellence in the MRO (Maintenance, Repair, Overhaul) of Rolls-Royce Business Aircraft engines, having serviced over 6,300 engines that fly around the globe in the business and private jet sector. We are looking for talented individuals to join us.
At our facility in Lachine, we currently have 600 employees. We’re seeking skilled and driven technical individuals to join our tight-knit team and assist us in achieving our ambitious growth plan. This plan is crucial for us to remain at the forefront of our clients’ needs and to continuously innovate.

KEY REQUIREMENTS:

• Bachelor’s degree in commerce, administration or the equivalent.
• At least 5 years previous experience in a customer facing and or commercial office environment.
• Strong written and verbal communication in French and English.
• Canadian citizen or permanent resident of Canada.
• Customer focused, Commercial aptitudes, good written, verbal and presentation skills, committed to deadlines, high ethical standards, personable and strong communicator.
• Team player that can interact with members of the various internal/external functions for effective decision making.
• Ability to acknowledge, pro-actively react and escalate any Customer issues to his-her manager.
• Ability to prioritize and manage workload with minimal supervision, cope with unexpected requests either Customer, Contractual or departmental related issues.
• Computer Skills: ERP/SAP systems, Windows Suite…
  Pioneer beyond tomorrow.
  Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for brilliance and innovation.

Prepares the product for induction
- Requests credit assessments, background checks in accordance with BEF requirements including Compliance, Export Control, Legal and Financial Requirements and submits for approval.
- Receives Engines and Component Repair business requests, RFQs and RFPs and coordinates with the respective teams to produce pricing and contractual terms for Business approval.
- Prices all business activities, performs Profit/Margin evaluation and get approvals for all work, in accordance with internal policies.
- Reviews customer PO’s in line with the agreed terms before acceptance, and report any discrepancies.
- Coordinates and gathers the required product information from the Customer and RR MRO Fleet Planning teams.
- When applicable, provides and reviews Lease Engine agreements and COI requirements before acceptance, and reports any discrepancies.
- Coordinates and hosts shop TRC meetings, and when applicable, Commercial Launch meetings.
- Administers the Sales Order process from start (creation) to finish (delivery) and enters Sales Orders onto ERP/SAP.
Customer Relationship Management
- Attends pre-induction calls with the Manager.
- Attends internal meetings and collects information as required to attain the status of the product to provide accurate and timely written/verbal communication to the customer and Rolls Royce aftermarket teams.
- Responds in a timely manner to Customer requests and concerns, using sound judgement to escalate when and as required.
- Maintains routine daily and weekly reports, anticipates and escalates to his/her manager any customer or contractual concerns.
- Within level of authority, works with the respective peers to provide solutions for Customer or contractual issues.
- Supports Customer visits to the shop for engine and component review.
- Generates accurate updated cost estimates to the Sales Representative during the shop process when required.
- Enters Sales Orders and applicable data into ERP/SAP.
Deliver the product
- Administers all contracts/agreements with customers, in accordance with signed contract terms and conditions and RR’s procedures.
- Performs initial invoice transactional code review in line with contract requirements and knowledge of known engine parts replacement.
- Supports Customer contractual and pricing dispute as requested by the manager.
- At the request of the manager, raises Commercial Authorizations (CA’s) and sends for applicable Business approvals.
- Final verification of invoices to ensure they are in accordance with the contractual terms.
- Prepares Manual Invoice Instruction templates for NAFSC when applicable
- Enters Deliveries and applicable data into ERP/SAP system.
General tasks
- Inputs pricing escalation in accordance with contracts; notify Customers through formal letters, communicate internally the revised rates and update ERP/SAP.
- Maintain Customer information up to date in ERP/SAP.
- Develops, builds and maintains strong Customer and RR working relationships.
- Available to host Customers outside of working hours and is also available to travel if necessary.
- Cellular phone support as required by the business area.
- Performs any other Business and Departmental related tasks to this position and for individual contribution to the team KPI.