Safran Cabin

Job Description

• Address regular customer calls and emails
• Support and review customer escalations for claims, invoice disputes, and overdue accounts until resolved
• Resolve Returned Merchandise Authorizations, customer claims and invoice disputes
• Attend CRM Front Desk requests
• Ensure Customer Purchase Orders are processed accurately and entered within a timely manner using the company ERP system (M3)
• Address pricing requests (RFQ) for routine and non-existent items, with various departments (Industrialization, Finance, Process Engineering, etc.) using historical data, catalogs, and a price calculator
• Utilize the M3 (ERP) system to respond to customer inquiries and update Customer Pos
• Participate in daily Customer PO updates with the aftermarket team (i.e., BOARD Reviews)
• Collaborate with operations and supply chain to expedite orders
• Assist in customer escalation with the Aftermarket Manager
• Partner closely with the Integrated Project Team (IPT)
• Back-up to invoicing activities, to ensure this is done timely post-shipment, ensuring tracking numbers are received
• Back-up support for Pull & Ship Orders between Stockroom, QA, and Operations
• Review and set up new customers
• Collaborate with operations and supply chain to expedite orders
• Participate in daily Customer PO updates and update priorities
• Training other Customer Support Representatives, as needed
• Other duties, as assigned
• Owns CRM Front Desk system, ensuring all customer inquiries are addressed timely, and managing escalations
• Review and assign customer inquiries to other Customer Support Representatives
• Guide Customer Support Representatives on pricing requests and processing
• Generate reports and manage KPIs using Power BI for process improvements
• Provide clear customer priorities to the Aftermarket team (POs to follow, AOGs, Critical items).

Job Requirements

Education: Bachelor's degree (Business, Engineering discipline, or related), experience in ERP/MRP environment required (M3, Oracle, SAP, or similar.)

Experience: Minimum of 8 years of experience in customer service, with at least 3 years in a manufacturing environment.

Computer: Proficient in Microsoft Excel, PowerPoint, and Word. Knowledge of ERP/MRP functions and/or related application, required. Experience with Power BI Tools is desirable.

Other Skills: Able to accurately handle complex tasks and meet tight deadlines. Skilled in managing difficult customer interactions and finding effective solutions. Works well under pressure, collaborating with various teams to meet customer needs and improve service. Efficiently manages multiple tasks while maintaining high quality service. Identifies problems and negotiate solutions that satisfy both customers and the company. Proactively suggests process improvements for greater efficiency and better customer experience. Ability to take decisive action and demonstrate leadership when needed, working closely with the Aftermarket Manager to improve process flow.

But what else? (advantages, specific features, etc.)

The Aftermarket Customer Support Representative handles customer service needs, including processing of RFQ inquiries, Purchase Orders and Invoicing with post-shipment tracking. At this Senior Level, these CSRs address regular customer calls and emails providing the utmost customer satisfaction experience. This role collaborates with Supply Chain and Operations' department, and reports to the Aftermarket Manager.

Company Information

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense 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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Cabin designs, certifies, manufactures and supports innovative aircraft cabin interiors, equipment and systems, providing airlines and OEM Customers with distinctive aircraft branding, and their passengers with a safe, comfortable and enjoyable flying experience.