Customer Fulfillment Analyst (Aviation)

MISSION :

• Manage the end-to-end operational relationship with the customers/partners to meet service commitment and improve customer satisfaction.
• It includes forecast requirement, order and logistic execution and customer request management

Short-term forecasting:

• Captures customers short-term forecast requirements
• Proposes short-term sales forecasts, based on the analysis of customer elements (OE)
• Alerts the relevant partners of major variations in requirements/forecasts.

Manage Order & delivery:

• Captures, records and commits customer orders according to customer needs, agreement and defined service level
• Proposes product alternatives in case of phase-out or shortage
• Coordinates and optimizes the deliveries in accordance with customer/partner requirements

Manages the advanced-stocks:

• Has the quantities required delivered in shipping facility to secure on-time supply to the customer
• Detects stock variance and implement corrective actions

Organize transport:

• Handle journey tracking
• Prepare the relevant documents, including necessary documents for the invoicing and customs operations to proceed correctly

Monitor Execution:

• Manually plans the non-automated orders/loads issued, in accordance with customer commitments
• Handles customer orders portfolio and monitors execution
• Liaise with the relevant partners to ensure on-time deliveries and service commitment
• Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer
• Applies corrective actions in the relevant applications
• Informs and follows up with customers

Manage Request:

• Captures all customer’s requests & claims (physical, value, quality)
• Analyses and provides issue resolution or appropriate answer, including
• Handling non –invoicing alerts or invoicing rejections
• Reconciling customer disputes associated with claims and past due reconcilement
• Contacts, follows up and closes the loop with customer
• Performs root cause analysis and implements corrective actions to eliminate reoccurrences.
• Shares recurring problems with the relevant internal partner(s) in order to find solutions

Apply and improve work methods:

• Contributes to continuous improvement to enhance work methods and customer satisfaction

WHO WE ARE LOOKING FOR:

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics or related field
• 3–5 years in customer service and order management
• Proven track record handling customer forecasts, order commitment, and end‑to‑end delivery follow-up
• Practical experience resolving customer requests, claims, and invoicing disputes
• Customer‑centric orientation with strong communication skills to engage internal and external stakeholders
• Problem‑solving and analytical mindset; ability to perform root‑cause analysis and follow up corrective actions
• Ability to prioritize in a fast‑moving environment and manage multiple customers/orders concurrently
• Collaborative team player who can coordinate across multiple functions
• Business Proficiency in English and Thai language