Post Graduate Commercial Trainee

6 months ago

Gloucester, United Kingdom Safran Full time

**Job description**:
Reporting to the Customer Support Manager, this Post Graduate position offers the opportunity to undertake a training program across the Customer Support department over a two years period with an offer of full time employment at the end of the program.

1st phase of the training - Spend time with the Customer Support Administrators to get familiar with internal procedures, contracts, order management, quoting, invoicing.

2nd phase of the training - Spend time with the Key Account Managers. The aim is to have a loyal and satisfied customer base and to exceed customer expectations

This will involve working closely with key business stakeholders (Sales, Finance, Quality and Operations) to:

- Improve the customer service experience, taking ownership of customer issues and following problems through to resolution.
- Capture the customers' expectations and preferences and act as the voice of the customer within the organisation to ensure these customer requirements are satisfied.

PRINCIPAL ACCOUNTABILITIES
- Management of contracts post sales negotiation - ensuring the business adheres to the terms - updating the internal systems with the contract information such as contract summary database.
- Continually strives to improve the customer service experience taking ownership of customer issues, investigating them, and following them through to resolution.
- Monitors customer satisfaction through the Net Promoter Score and acts on customer feedback.
- Visiting customers, reactive and proactive, arranging, preparing agenda, and issuing visit reports.
- Managing customer requests, accurate recording of issues and working with relevant teams to close out all actions in a timely manner.
- Managing core gear returns with the customer to ensure they are back on time to meet launch slots.
- Working with the customer to ensure all invoices paid on time.
- Liaising with the Rotable Controller to ensure all customer-planning requirements are recorded and supported.
- With the support of other departments, manages the customer interface for complaints or external quality escapes.
- Accountable for cash collection for customers within portfolio.

**Complementary description**:
KEY MEASURES OF PERFORMANCE
- Net Promoter Rating
- Core gear returns to target
- Monthly cash target
- Launch adherence to the Master Production Schedule

**Job requirements**:

- Proven experience working with customers, preferably within the Aerospace Industry.
- Effective communication skills throughout all levels of the business and with customers.
- Strong interpersonal skills necessary to develop and maintain effective working relationships internally and externally.
- A keenly developed sense of right first time attitude towards quality.
- Solution provider
- Good organisational and planning skills.
- A flexible approach with ability to adapt to different working environments.
- Highly motivated, takes accountability, delivers excellence and respects internal and external customers
- Excellent computer literacy and competent on basic computer systems (e.g. Microsoft Word, Excel, Powerpoint).

**Specificity of the job**:
There is no regular travel with this role

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defence and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 83,000 employees and sales of 19 billion euros in 2022 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.

Safran ranks among Forbes magazine's Top 30 best employers in the world.

Safran Landing Systems is the world leader in aircraft landing and braking systems. The company has partnerships with 20 airframers in civil, regional, commercial and military transport, and supports 27,000 aircraft.

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