Customer Service Manager
19 hours ago
Job Title: Customer Service Manager
Job Summary:
The Customer Service Manager is responsible for leading the team of Customer Support Representatives (CSRs) to provide exceptional customer service while supporting the sales of Safran Helicopter Engines services related to spare parts, tooling, and accessories within the zone.
Key Responsibilities:
- Manage the daily activity of the CSR team
- Follow up on objectives, define priorities, monitor activity via indicators, and implement corrective actions
- Steer dedicated follow-up of critical issues with all stakeholders
- Guarantee the application of the corporate strategy, policies, and tools
- Monitor and ensure the implementation of Safran HE commercial strategy on CSR's activities
- Hands-on customer management of day-to-day activities
- Ensure a customer-oriented culture both internally and externally focused
- Carry out reporting and communication for the activity
- Monthly Balance Score Card (BSC) coordination
- Understand commercial processes and how SAP supports the function and support the team
- Occasional UK and overseas travel to customers and other Safran sites
Requirements:
- English and Maths GCSE grade 9-4 (A*-C) or Equivalent
- Business Administration qualification would be highly regarded
- Continuous / process improvement qualifications would be highly regarded (e.g. Lean / Six Sigma)
- Excellent command of the English language, written and spoken
- Communication and people skills
- Problem-solving skills including working with other teams
- SAP knowledge including workflows, reporting & understanding of the different data objects & SAP roles
- MS Office especially Outlook, Word, Excel & ideally PowerBI
- Customer relations
- Highly organized, with the ability to simultaneously manage several different issues
Specificity of the Job:
Occasional UK and overseas travel including Africa, to visit Safran sites and customers (e.g. 3 times per year)
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