Job Title: Customer Business Coordinator

Job Code: IMS20233001-96334

Job Location:  UK – Crawley – West Sussex

Applications will only be accepted from individuals who are eligible to live and work within the UK 

Benefits:

• Auto Enrolment pension scheme
• 25 days annual leave plus bank holidays
• Group Income Protection, Private Health Care and Life Assurance
• Employee Assistance Programme
• Discounts with cinemas, travel, major retailers, family days out and much more
• Hybrid working opportunities
• Free parking
• Cycle to Work scheme
• Subsidized staff restaurant 

About the role:  

This exciting opportunity has arisen within an internationally recognised and rapidly expanding, fast-paced Airline pilot training and resourcing Academy. 

We are looking for a highly motivated, enthusiastic Coordinator with strong sales process and customer service experience to join our Customer Business Team at our Crawley (UK) Training Center.

The Customer Business Coordinator enables and supports the execution of quality order to cash services for the L3Harris Airline Academy and Airline Training, securing company assets by applying proper actions to enable collection of all receivables.

This role also ensures that systems, documentation, compliance and reporting are in place and actively contributes continuous improvement projects to provide highly effective and efficient end-to-end processes within the Academy and Airline Training.

You will be someone who delights in ensuring sales processes and the related customer billing is tracked and actioned meticulously, at all times ensuring high quality communication is maintained both internally and direct with the customer.

Our team’s responsibility is to ensure our airline and cadet pilot customers’ experience as they transition through their training journey with us, is constantly monitored and continuously improved. As we grow, this becomes our greatest challenge and as our Customer Business Coordinator you will come to fully understand the training journey of a cadet customer and take responsibility for continuous improvement of the customer billing process.

Primary purpose of the role:

• Provide support to the wider Airline Training and Academy Business to continuously achieve accurate and timely creation of sales orders, ensuring all add on sales delivered to customers through their training Journey are accurately processed

• Ensuring that the customer receives effective and appropriate communication of additional services used and the associated costs.

• To take ownership of the Order to Cash process design and implement optimizations where required.

• Always maintain the role of Customer Advocate in line with other members of the Customer Experience and Business teams, seeking to always find a way to resolve customer issues or requests fully by maintaining a professionally challenging stance in search of such solutions with internal groups.

• Maintain a credible, professional approach to individual colleagues and business teams through clear and appropriate communication, respect for the role, the circumstances of others and their ability to offer support and solutions.

• Maintain a level of product knowledge appropriate for the role.

• Utilise various planning and tracking tools to ensure training progress data and related billing data is consistently accurate and complete. Ensuring all relevant stakeholders maintain alignment and data accuracy.
• Track and monitor the customer sales order lifecycle through daily metrics, escalating to the relevant process owner management as appropriate as/when delays/issues/challenges are highlighted

Day to day responsibilities will include (but not limited to):

• Create and maintain Sales Orders/Sales Order templates, Sales Returns and Credit Memos on SAP. In order to control this process a heavy emphasis will be placed on monitoring cadet customer progress throughout their training journey and updating/correcting sales orders accordingly.
• Maintain accurate data and records in SAP.
• Ensure that all remedial training and additional service details are tracked, communicated to the customers and billed accordingly as per their training agreement.
• Ensure that all operational activity has an associated Sales Order
• Establish a clear and regular multi-channel communication pathway with Planning, Logistics and Operations teams to ensure accurate data tracking and billing takes place across all relevant areas.
• Establish a clear communication channel with the Finance team for reporting customer credit control queries to relevant account holders and resolving any customer invoice queries.
• Assist the Customer Business Team with other daily responsibilities as the first point of contact for our customers with a specific expertise in all areas of airline and cadet pilot customer billing.
• Own, maintain, distribute and escalate sales order lifecycle metrics 

Knowledge, Skills and Qualifications: 

• Proven organisational and administrative skills with demonstrable success in managing a variety of tasks and/or activities
• Sound understanding of sales processes, budgets and contract administration
• Extensive SAP experience.
• Proficient knowledge of MS Office programmes, specifically excel.
• Solid numeracy skills
• Self motivated, proactive, confident and highly collaborative
• Ability to work in a high pressured and dynamic environment
• Flexible and able to adapt quickly to changing requirements
• Able to work on own initiative as well as part of a team
• Professional telephone, written communication and presentation skills
• Strong experience in a customer facing role
• Previous aviation training industry knowledge and experience would be an advantage but is not essential as full training will be given
• International outlook, ability to deal comfortably with various cultures is preferred
• Microsoft Excel Intermediate + level
• Educated to GCSE English and Maths, Level A-C (or equivalent)