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Entity
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 92,000 employees and sales of 23.2 billion euros in 2023, and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.
Safran is in the 1st place in the aerospace and defense industry in TIME magazine's "World's best companies 2023" ranking.
Safran Helicopter Engines is the world's leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Operating worldwide, it employs 5,900 people and has more than 2,500 customers in 155 countries, and 21,000 engines in service.
Reference number
2024-144655
Job details
Domain
Programs / Customer Relations
Job field / Job profile
Customer services and support - Customer support & services management (CSSM)
Job title
CSR Manager
Employment type
Permanent
Professional category
Professional, Engineer & Manager
Part time / Full time
Full-time
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.
Travel specificity
Occasional UK and overseas travel including Africa, to visit Safran sites and customers (e.g. 3 times per year)
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:
1. Keep a happy and motivated CSR team
2. Deliver invoicing in line with budget and forecast
3. Deliver excellent customer service including timely responses to customer queries and requests for quotations, proactive provision of information to customers regarding the status of their orders, prompt invoicing after order completion.
4. Ensure compliance with company & group requirements & procedures
Key responsibilities:
1. Manage the daily activity of the CSR team
2. Follow up the objectives, define the priorities, monitor the activity via indicators and implement the corrective actions.
3. Steer dedicated follow-up of critical issues with all stakeholders
4. Guarantee the application of the corporate strategy, policies and tools
5. Monitor and ensure the implementation of Safran HE commercial strategy on CSR's activities
6. Hands on customer management of day to day activities
7. Ensure a customer oriented culture both internally and externally focused
8. Carry out reporting and communication for the activity
9. Monthly Balance Score Card (BSC) coordination
10. Understand the commercial processes and how SAP supports the function and support the team
11. Occasional UK and overseas travel to customers and other Safran Sites.
Candidate skills & requirements:
1. English and Maths GCSE grade 9-4 (A*-C) or Equivalent
2. Business Administration qualification would be highly regarded
3. Continuous / process improvement qualifications would be highly regarded (e.g. Lean / Six Sigma)
4. Excellent command of the English language, written and spoken
5. Communication and people skills
6. Problem solving skills including working with other teams
7. SAP knowledge including workflows, reporting & understanding of the different data objects & SAP roles
8. MS Office especially Outlook, Word, Excel & ideally PowerBI
9. Customer relations
10. Highly organised, with the ability to simultaneously manage several different issues
Job location
Job location
Europe, UK, England, South East
City (-ies)
Fareham
Applicant criteria
Additional Languages preferred
English (Fluent)
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