Customer Experience Representative

Location: Beijing-Airport, China

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

The Group introduced its aerospace business to China in 1964, and is recognized as a trusted partner for long-term cooperation with the Chinese aviation industry. In cybersecurity and digital identity, Thales has also successfully applied its advanced technologies to mobile communications, fintech, automotive connectivity and software monetization, etc. Thales employs more than 800 people with offices located in 7 cities across China. With R&D centers and innovation hubs established in Beijing, Dalian and Hong Kong, Thales is committed to developing innovative solutions for its customers.

Main Tasks  & Responsibilities

Customer Satisfaction:
•    Build/Improve customer intimacy, perceptions & satisfaction level
•    Anticipate customers’ reaction (feel the customers)
•    Address/Escalate root causes of dissatisfaction with Account Management Team for Tier 0/1 customers

Customer Management:
•    New Customer Creation
•    Handling Customer’s Enquires/Issues/Complaints
•    Understanding Customer’s needs and flow
•    Update & Upkeep Customer’s Profile & Quotation Portfolio 
•    Promote usage of Thales Online Portal (PartEdge) to customers
•    Gather Customers feedback on PartEdge for improvements
•    Generate/Record Customer Irritant Cases, Concessions, Return As Is (RAI) in CRM (Salesforce)

Quotation Management:
•    Timely generation & approval of Quotations taking into account the respective cutoff times. 
•    Accurate Stop/Start clock of orders in SAP
•    Ensure competitive Quotations are generated
•    Price Realization at =>95% (quote accepted at or above Reference Price)
•    To closely follow-up on quotation approvals with customers so that quotes can be converted to revenue as early as possible 
•    To feedback to France and/or local pricing champion on any pricing disputes

Order Management:
•    Status update to customers
•    Make use of the Order Management Tool to manage customers’ WIP on daily basis to prevent any NIL stock/AOG situation and/or penalty claims from customers
•    Identify alternative solutions to fulfil customers’ orders to avoid a Miss.  
•    Ensure order backlog level is at or below targeted level
•    Ensure OTD Performance is maintained at targeted percentage
•    Ensure zero missed orders due to administrative delays
•    Handling of non-standard or special requirements of customers
•    Familiarize with contractual obligations we have towards Customers 

Upselling of value-added Services:
•    To actively identify opportunities to upsell to customers 

Teamwork within C3 Team and with Internal Departments -
•    To promote and exhibit team spirit within own group & team 
•    Work with relevant dept(s) to resolve customer’s issues or complaints
•    Work with relevant stakeholders to find solutions to ensure OTD of customers’ orders
•    Work with internal dept(s) for process improvements

Reports Generation:
•    Generate following reports to Customers/Program Managers: 
-    ROS Report
-    Shipping Report
-    TAT Report 

Requirements
•    Bachelor degree
•    Minimum of 3years relevant working experience in customer service function in Aerospace Maintenance Repair & Overhaul (MRO) environment would be an advantage
•    Knowledge of Microsoft Office applications, especially Excel 
•    Familiar with SAP would be an advantage
•    Able to work in very fast pace environment
•    Customer Centric 
•    Able to develop and maintain good relationship with customers
•    Possess the following traits - proactive, patience, attentive, tenacity & willingness to learn.
•    Self-motivated, team player, problem solver & customer-oriented with meticulous mindset
•    Excellent written and oral communication skills

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At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.