Customer Service Representative

6 days ago

Braintree, United Kingdom Safran Full time

At Safran, we believe in the power of both collaboration and individual contributions. We understand that it takes diverse perspectives, problem-solving skills, dependability, and trust to push each other forward and achieve great success.

As part of the Spare Sales Administration team, you will be working to provide high levels of customer service and support to ensure customer satisfaction at all times.


Your objectives and missions:

  • Be primarily responsible for the administrative management of orders with the aim of contributing to economic performance and customer satisfaction
  • Serve as the interface between the customer, the Sales Department, the Program, Customer Support, Production/MRO, Supply Chain, and Finance
  • Participate in the implementation of contractual objectives and manage order processing until invoicing.
  • Contribute to customer satisfaction by ensuring regular and proactive communication


Essential Duties and Responsibilities:

  • Request lead time, price and data to build the quote for non-priced materials and prepare and submit quotes to customer
  • Consider and process customers' orders in compliance with applicable procedures, instructions and tools
  • Receive, review and acknowledge customer orders, using SPEC2000/AEROXCHANGE/EDI where applicable
  • Make sure orders are in compliance with Safran Terms & Conditions
  • Perform order review to check the accuracy of data: for correct pricing, order number, part number, description
  • Acknowledge receipt of the order towards the customer
  • Negotiate lead time with customer if needed
  • Identify alternative solutions for required material or requested information to response to customer needs.
  • Identify Customer critical situation and escalate within the organization to ensure AOG / Critical orders are shipped on time.
  • Provide AWB to the customer and any requested shipping documents
  • Provide ongoing support and service to customers by responding to their information requests ensuring a good understanding of their needs, and coordinating/escalating internal requests (including but not limited to: returns, quality issues, order discrepancies, transportation/delivery of material)
  • Document any customer activity/request in ERP and CRM
  • Respond to the customer the same day or not later than within the same business day / within 24h of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc. The response could be the acknowledgement of the request with an estimated time for resolution.
  • Monitor the backlog and pro-actively inform customers of recovery plan if promised date slips. Work closely with internal departments for sourcing and expediting and follow up to meet customer expectations.
  • Work with Accounting to raise customers credit hold when needed
  • Work with Export Control Officer to raise Export control authorization when applicable
  • Monitor assigned customers’ “credit status”, and propose, on a priority basis, items that can be shipped to customers due to their “over credit limit” circumstances
  • Distribute the price lists to the customers in his/her portfolio
  • Support the Customer Support Manager in the preparation of performance reviews and attend the reviews when required
  • Manage Export Control aspects.
  • Handle disputes related to Sales Administration:
  • Manage customer complaints and ensure resolution of billing disputes.
  • Contribute to the resolution of commercial or logistical disputes.
  • Collaborate with the Credit Management team in overdue settlement.
  • Ensure the update of new data in relevant IT systems (creating new customers accounts, requesting P/N and price creation/modification to the relevant team, etc.)
  • If needed serve as AOG officer in rotation CSRs, if applicable


Please note that the above duties do not represent all of the duties that the jobholder may be asked and expected to undertake. They may be expected to undertake other tasks as long as they fall within the broad remit of the job


Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Calculate figures and amounts such as discounts, interest, commissions, & percentages - Basic
  • Read, analyse, and interpret technical procedures, or governmental regulations - Basic
  • Write reports, business correspondence, work instructions & process - Basic
  • Effectively present information and respond to questions from clients, and customers - Basic
  • Maintain confidentiality under executed NDAs with specific care for military contracts execution - Basic


Education and/or Experience:

Knowledge and Skills

  • Technical aptitude
  • Computer skills including Windows, Outlook, Word and Excel. ERP knowledge would be a plus
  • Accurate data entry
  • Ability to work with people in a team environment.
  • Ability to manage multiple tasks

Competencies

  • Decision Making
  • Problem Solving
  • Communication
  • Integrity
  • Adaptability
  • Teamwork
  • Work Standards

Education and/or Experience

  • Requires a high school diploma or equivalent and 2 years of experience in the field or in a related area.
  • Previous customer service and or industry experience preferred

Communication Skills

Excellent oral and written communication skills essential for interaction with customers as well as excellent phone etiquette

Physical Demands

Ability to travel as needed.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is mostly working at a desk/cubicle with moderate noise. Position will be required to walk through the factory to find colleagues who may be on the floor and not at their desks.

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