Customer Support Executive – EMEA

Position Overview

Order Management & Customer Liaison

• Serve as the primary point of contact for EMEA customers upon receipt of Purchase Orders (POs), ensuring prompt acknowledgement, accurate processing, and proactive communication throughout the order lifecycle.
• Support Sales Managers in all aspects of order processing, administration, and follow up activities, ensuring orders are executed accurately and on time.
• Monitor open orders and flag potential delays, discrepancies, or fulfilment risks to the relevant Sales Manager at the earliest opportunity.
• Maintain a thorough understanding of each customer’s order requirements, urgency levels (including AOG situations), and preferred communication protocols.
• Ensure all customer interactions by phone, email, and all platforms are handled professionally, responsively, and in line with Skyways Technics’ service standards.

Logistics Coordination & Shipment Management

• Coordinate with internal departments and external logistics providers to ensure timely, accurate, and compliant shipment and delivery of all customer orders.
• Track shipment status across all open orders, providing proactive updates to customers and escalating delays or exceptions to the relevant Sales Manager.
• Ensure all shipping documentation, including airworthiness release certificates, packing lists, commercial invoices, and export documentation are accurate, complete, and dispatched with each shipment.
• Coordinate AOG and priority shipments with urgency, liaising with logistics partners to secure the fastest available routing and ensuring customers are kept informed throughout.

Post Sales Support & Warranty Management

• Provide comprehensive post sales support, including coordination of replacement orders, return authorisations, and shipment follow up to ensure full customer satisfaction.
• Monitor and actively follow up on all open warranty cases in coordination with the relevant Sales Manager or Sales team member, ensuring cases are tracked to resolution within agreed timelines.
• Liaise with the technical and quality teams as required to support the investigation and resolution of warranty claims, customer complaints, and return to vendor cases.
• Maintain accurate records of all post sales activities, warranty case status, and customer feedback, ensuring visibility across the commercial team.

Reporting & Data Management

• Prepare, maintain, and distribute weekly reports on open core unit transactions, ensuring accuracy, completeness, and timely delivery to relevant internal stakeholders.
• Maintain accurate and up to date records of all customer orders, shipment statuses, warranty cases, and post sales activities within the company’s ERP system (Pentagon 2000).
• Support the Sales Manager and Commercial Director with ad-hoc reporting, data compilation, and commercial analysis as required.
• Identify and flag recurring trends or systemic issues in order fulfilment, shipping, or customer feedback, contributing to continuous process improvement.

Internal Coordination & Operational Support

• Act as the operational bridge between customers, Sales Managers, the Stores department, logistics providers, and the finance team to ensure seamless order execution.
• Support the broader sales and commercial team with ad-hoc tasks and additional responsibilities as required to ensure smooth business operations and timely project completion.
• Contribute to the continuous improvement of customer support processes, tools, and communication standards within the EMEA commercial function.
• Ensure all activities are conducted in compliance with applicable company procedures, quality standards, and UAE regulatory requirements.

Qualifications & Experience

• Bachelor’s degree in business administration, Aviation Management, Supply Chain, or a related field; equivalent professional experience will be considered.
• Minimum 2–3 years of experience in a customer support, sales coordination, or order management role, within the aviation aftermarket, aerospace, or MRO industry.
• Experience handling aviation spare parts transactions, including familiarity with airworthiness documentation (e.g. EASA Form 1, FAA 81303, CoC) is a strong advantage.
• Demonstrated ability to manage high volumes of concurrent orders and customer interactions with accuracy and professionalism.
• Proficiency in Microsoft Office (Excel, Outlook, Word); hands on experience with ERP systems, preferably Pentagon 2000, is advantageous.
• Experience working in a fast paced, multicultural commercial environment; prior exposure to EMEA customer bases is preferred.
• Must be based in or willing to relocate to Dubai, United Arab Emirates.

Key Competencies

• Strong organisational skills with the ability to manage multiple open orders, shipments, and warranty cases simultaneously without loss of accuracy or urgency.
• Customer first mindset and consistently delivers a professional, responsive, and solution focused experience that builds long term trust with EMEA customers
• Clear and effective communicator in English (written and spoken); proficiency in Arabic or other EMEA languages is a significant advantage.
• Detail oriented with high standards of data accuracy across order records, shipping documentation, ERP entries, and customer reporting.
• Collaborative team player who works effectively with Sales Managers, Stores, logistics partners, and finance to ensure seamless order fulfilment.
• Commercially aware and understands the urgency and commercial implications of order delays, AOG situations, and warranty escalations in the aviation context.
• Proactive and self motivated, with the ability to identify issues early, flag them promptly, and follow through to resolution with minimal supervision.
• Adaptable and resilient under pressure, maintaining accuracy and professionalism during peak periods and high urgency situations.