Aviation Coordinator Specialist - Customer Service at Astron Energy (Pty) Ltd.

Key Responsibilities (but not limited to):

• Uploading of sales orders to create a billing document for Aviation customers.
• Ensure that orders for Aviation uplifts are closed out and billed daily, liaising with the respective terminal coordinator.
• Conducting exposure reports and statement of accounts for Aviation customers, twice a week.
• Monitor invoice accuracy on pricing, due dates and payment terms to align with the customer’s agreements.
• Retrieving Invoices, Statements, Delivery documents (POD) and / or fuel tickets.
• Manage delivery status – take ownership of delivery / order status enquiries and troubleshooting.
• Administration - sending consolidated invoices to Aviation customers.
• Handling of customers disputes such as (pricing, duplicate billings, fuel disputes & incorrect vehicle registration / flight number).
• Ensures that remaining open orders and disputes are investigated and closed out by Workday 3, documented, and reported to the 1st level escalation.
• Maintaining of customer accounts on ST tool.
• Taking ownership of the customers enquiry even when resolution is not within your direct control and following until the issue is resolved.
• Maintaining customer UOM (unit of measures)
• Compiling aviation monthly reports.
• Ensure the IATA codes in SAP are maintained and regularly updated to ensure accurate account linkage and correct pricing in the billing system.
• Handling of general customer queries on HubSpot.
• Reviewing and amending Aviation processes annually.
• Collaborate, partner and build relationships with Sales, Finance, Logistics, Pricing and relevant divisions within the organization.
• Highlight any incorrect pricing to the pricing analyst as soon as identified to mitigate potential cancel, rebills and corrections.
• Communicate and provide price and supply notices upon customer request, ensuring invoice accuracy and resolving pricing related errors and disputes promptly.
• Support the Aviation Terminal Coordinator in identifying discrepancies in Jet A1 stock by ensuring that daily orders align with the final billing requirements and are processed accurately.
• Monthly reporting to Team Lead

Professional Qualification and Certifications:

• Diploma in sales and marketing or Business administration
• Advance knowledge and experience in customer service operations

Work Experience:

• 3 to 5 years Customer Service Experience.
• Ability to work with others and collaboration.
• Excellent computer skills to manage data for reporting.

Essential Skills

• Excellent communication, interpersonal and writing skills
• Strong customer service skills
• SAP Proficiency
• Ability to handle calls in a fast-paced environment
• Good problem solving and conflict resolution skills
• Ability to work well under pressure and meet deadlines
• Basic computer skills and familiarity with software applications (word, excel, outlook, MS PowerPoint)
• Attention to detail and accuracy
• Ability to maintain confidentiality and handle sensitive information

Desirable skills

• Experience with CRM software.
• Time management and organization skills.
• Ability to adapt to a changing processes and procedures.
• Continuous learning and professional development mindset.
• Ability to prioritize and drive tasks to closure efficiently.
• Build and maintain internal and external stakeholder relationships through professional interaction.
• Use logical reasoning when necessary to address issues and make informed decisions.
• On time Reporting skills.