Customer Service Representative

2 days ago

Braintree, Essex, United Kingdom Safran Full time

At Safran, we foster a culture of collaboration and individual contributions. To drive success, we value diverse perspectives, problem-solving skills, dependability, and trust.

This role is part of the Spare Sales Administration team, focusing on providing exceptional customer service and support to ensure customer satisfaction at all times.

Key Responsibilities
  • Manage administrative aspects of orders to contribute to economic performance and customer satisfaction.
  • Serve as the primary interface between customers, the Sales Department, Program, Customer Support, Production/MRO, Supply Chain, and Finance.
  • Participate in implementing contractual objectives and oversee order processing until invoicing.

Additional Duties:

  • Process quotes for non-priced materials, prepare and submit them to customers.
  • Consider and process customer orders according to applicable procedures, instructions, and tools.
  • Receive, review, and acknowledge customer orders, utilizing SPEC2000/AEROXCHANGE/EDI when necessary.
  • Ensure orders comply with Safran Terms & Conditions.
  • Perform order reviews to verify accuracy: correct pricing, order number, part number, description.
  • Acknowledge receipt of the order to the customer.
  • Negotiate lead time with customers if needed.
  • Identify alternative solutions for required materials or requested information to respond to customer needs.
  • Recognize customer critical situations and escalate within the organization to ensure timely shipment of AOG/Critical orders.
  • Provide AWB to customers and any requested shipping documents.
  • Offer ongoing support and service to customers by responding to their inquiries, ensuring a good understanding of their needs, and coordinating/escalating internal requests (including returns, quality issues, order discrepancies, transportation/delivery of material).
  • Document customer activity/requests in ERP and CRM.
  • Respond to customer inquiries within the same business day or within 24 hours of receiving their communication.
  • Monitor backlogs and proactively inform customers of recovery plans if promised dates slip. Collaborate with internal departments for sourcing and expediting to meet customer expectations.
  • Work with Accounting to raise customer credit holds when necessary.
  • Collaborate with the Export Control Officer to obtain authorization when applicable.
  • Monitor assigned customers' 'credit status' and propose items that can be shipped due to over-credit limit circumstances.
  • Distribute price lists to customers in their portfolio.
  • Support the Customer Support Manager in preparing performance reviews and attend reviews when required.
  • Manage Export Control aspects.
  • Handle disputes related to Sales Administration:
  • Resolve customer complaints and billing disputes.
  • Contribute to resolving commercial or logistical disputes.
  • Collaborate with the Credit Management team in overdue settlement.
  • Ensure updates of new data in relevant IT systems (create new customer accounts, request P/N and price creation/modification to relevant teams, etc.).
  • In case of need, serve as AOG officer in rotation for CSRs.

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