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Customer Operations Analyst

  • CAMP Systems International-US
  • Montreal
  • 2019-10-21

Job Snapshot

Employee Type - Full-Time EmployeeExperience - Not SpecifiedIndustries - Customer Service, Business Development, General Business

Description

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world including Airbus, Bell, Boeing, Bombardier, Cessna, Daher, Dassault, Embraer, Gulfstream, Hawker, HondaJet, Leonardo, and Pilatus. Our services are delivered through a “SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 800 employees in 12 locations around the world.

 

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is wholly owned by Hearst Business Media.

Job Summary

We’re looking for a detail-oriented Customer Operations Analyst with a passion for amazing customer service to join our growing Operations Team. Reporting into the Operations Lead and working across Operations and Customer Service, you’ll be responsible for managing key processes end to end and as well as dealing with prospective and existing customers by phone and email. You’ll need to understand our product inside out and build relationships with our customers to understand their needs.

 

Responsibilities

  • Monitor and manage maintenance compliance and customer service to meet established service levels

  • Maintain and report on established customer metrics and service levels; review and audit monthly customer service level reports

  • Provide regular comprehensive, data-driven reporting for all customer accounts

  • Act as the dedicated point-of-contact for assigned customers; manage customer requests and issues - answering questions, handling objections, providing advice, and keeping customers engaged in the service

  • Understand supported customer flight operations and maintenance requirements in order to provide effective solutions and tracking issues to successful resolution

  • Ability to review and analyze data, taking necessary action(s) to ensure customer service levels are satisfied

  • Utilize and develop standards, processes, procedures and documentation to support quality and service goals

  • Adopt a data-driven approach to making decisions, analyzing issues and developing solutions

  • Advocate for customers by capturing and acting on customer feedback and feature requests

  • Develop and manage project activities based on customer needs to ensure the milestones and objectives are being met

  • Coordinate with internal team members, as necessary to ensure that customer service levels are being met

  • Monitor overall customer support performance and satisfaction; propose and implement action plans with relevant stakeholders to improve and/or sustain performance

  • Serve as support for various projects and/or activities that will drive efficiencies, operational scale, and technology/process enhancements

Requirements

Requirements

  • 1-3 years’ experience in Customer Service/Operations (ideally within the aviation industry).

  • You have a bachelor’s degree in a relevant field, with a strong academic performance.

  • You delight in solving problems for customers, going above and beyond to treat customers fairly, and leave them feeling valued.

  • You enjoy interacting with customers on a daily basis, both over the phone and by email.

  • You love to get involved – be it in solving a specific issue for a customer at a point in time, or driving changes through to help us make our product better.

  • You bring a team-first attitude.

  • You are looking for a well-rounded role that will allow you to manage end-to-end operational processes.

  • You are focused on efficiency and operational excellence and constantly look for opportunities to automate.

  • You have a “can do" attitude and a problem-solving mentality.

  • You have a rigorous attention to detail.

  • You have excellent analytical and numerical skills.

  • You have experience in a customer or client facing environment.

  • You are proficient in Office suite, especially Excel.

  • You are keen to learn and develop with the business in an ever-changing environment.

  • You are willing to ask questions and challenge the status quo.

  • You can work in a fast-paced environment with autonomy.

  • You have an interest in aviation and working for a dynamic and challenging team

 

     

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE