In the spotlight: the CSO & CSM team at Commercial Operations

The past few months have not been easy for our colleagues at CS. Operations were far from smooth and our financial results are still lagging. Despite these challenges, the CSO, CSM & CFR team managed to maintain strong customer relations and optimise contractual opportunities. And for that, they certainly deserve a place in the spotlight!

The team consists of Customer Support Managers (CSMs), Customer Support Officers (CSOs) & Customer Field Representatives (CFRs). CSMs liaise closely with customers, manage multiple accounts involving different aircraft types and stakeholders, and always strive to maximise customer satisfaction and our margins. CSOs serve as the customers’ point of contact for additional component work, review internal quotes, send commercial quotes, coordinate communication during the repair process and discuss disruptions with customers. CFRs are our local point of contact with customers. Why does this team deserve to be placed in the spotlight? They maintain close contact with customers and have worked hard to keep customer relations good, despite lower service levels, higher numbers of quotes, problems at OEMs and in the supply chain. Additionally, alongside retaining existing customers, new contracts have been signed in the recent past! They also contribute significantly to CS’ results, partly by passing on additional work to our customers. They work well together and despite facing challenges, team spirit is high and they are always there for one another.

All in all, this is an achievement to be proud of and all 40 colleagues were therefore placed in the spotlight by Dominik Wiener-Silva (VP Component Services) on 25 July.