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CSR Manager
2 months ago
Job Description
The CSR Manager is responsible for leading the team of Customer Support Representatives (CSRs) to provide the highest possible level of customer service whilst supporting the sales of Safran Helicopter Engines services related to spare parts, tooling and accessories within the zone.
Complementary Description
Objectives:
Management of the CSR teams (Civil, SSA and UK Military), including setting goals, objectives, annual reviews, daily / weekly operations meetings, coordination of activities, in order to:
• Keep a happy and motivated CSR team
• Deliver invoicing in line with budget and forecast
• Deliver excellent customer service including timely responses to customer queries and requests for quotations (etc), proactive provision of information to customers regarding the status of their orders, prompt invoicing after order completion.
• Whilst ensuring compliance with company & group requirements & procedures
Key responsibilities:
• Manage the daily activity of the CSR team
• Follow up the objectives, define the priorities, monitor the activity via indicators and implement the 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
• To understand the commercial processes and how SAP supports the function and support the team
• Occasional UK and overseas travel to customers and other safran Sites.
Job 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 organised, 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)
