Customer Support Executive – EMEA Full Time NEW

The Customer Support Executive – EMEA is a customer facing operational role within the Sales & Commercial function at Skyways Technics’ Dubai (DXB) hub. The role is the primary point of contact for EMEA region customers throughout the order lifecycle, from Purchase Order receipt through to delivery and post sales resolution while ensuring a consistently high quality buying experience that reflects Skyways Technics’ commitment to service excellence. The ideal candidate is detail oriented, commercially aware, and skilled at managing multiple concurrent transactions in a fast paced aviation aftermarket environment, while building strong, trust based relationships with customers and internal teams alike.

Key Responsibilities

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.