Customer Service Representative

2 weeks ago


Braintree, Essex, United Kingdom Safran Aerosystems Services Full time

Customer Service Representative Job Summary

As a Customer Service Representative at Safran Aerosystems Services, you will play a vital role in providing exceptional customer service and support to ensure customer satisfaction. Your key responsibilities will include performing sales administration order reviews, ensuring conformity between customer orders and administrative files, and verifying investigation requests.

Key Responsibilities

  • Perform sales administration order reviews and ensure conformity between customer orders and administrative files.
  • Verify investigation requests and order specificities.
  • Acknowledge receipt of orders to customers through email or open order reports.
  • Prepare quotes in accordance with established pricing policies and deploy best efforts to obtain customer approval.
  • Provide ongoing support and service to customers by responding to information requests and coordinating internal requests.
  • Verify customer eligibility for commercial warranties.
  • Provide repair lead times.
  • Enter customer quote approvals in the ERP system.
  • Check achieved profit margins and raise alerts for unforeseen deviations.
  • Transmit repair reports to customers.
  • Manage customer-owned property quarantine.
  • Send invoices to customers as required.
  • Support the Customer Support Manager in preparing performance reviews and attending reviews when necessary.
  • Manage Export Control aspects.
  • Handle customer complaints and claims related to Sales Administration.

Requirements

  • English language proficiency (oral and written).
  • International trade knowledge (Incoterms, multicultural approach, etc.).
  • Fiscal, accounting, and financial knowledge (VAT, price management, etc.).
  • Export Control knowledge.
  • Civil and military regulations knowledge.
  • Commercial contracts knowledge.
  • Logistics (Export, customs, etc.) knowledge.
  • Use of management tools and ERP systems.
  • Use of customer portals (e.g., Air Supply, Exostar, AeroXchange, etc.).
  • Autonomy, rigor, methodology.
  • Dynamism, responsiveness, proactivity.
  • Anticipation and adaptability.
  • Good interpersonal and communication skills, empathy, active listening.
  • Service orientation and customer relationship focus.
  • Availability and flexibility.
  • Versatility.
  • Prioritization.
  • Proactive attitude.
  • Ability to work in a team.
  • Analytical and synthesis skills.
  • Communication: share relevant information.
  • Respect for data confidentiality.

Job Requirements Specificity

None



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