Job description The Customer Account Coordinator will be responsible for delivering world-class customer service to our global Aftermarket customers. The role holder will be responsible for managing the daily interaction with our customers and maintaining and enhancing customer relationships in order to meet organisational and operational objectives. Responsibility:- Manage the daily interaction with a selection of regional Aftermarket customers (Tier 2 & 3) Customers: - 30-40 customer accounts Financial:- Contribute to the sales plan through the negotiation of customer quotations into orders. Deliver front line business support and order management between Safran Electrical & Power and its global Aftermarket customer base. Provide consistently high level customer services ranging through quotation, order acceptance, customer liaison for order tracking with internal Operations teams, issue resolution, invoicing, and administration of warranty claims and recovery of overdue payment in conjunction with the Customer Support Management and Finance teams. Manage the order review process ensuring all conditions are aligned to agreed contracts Liaise with the customer for any required end user statements to meet export regulations Use expertise to build strong relationships with customers and create an open and accessible communication route for free flow of information Provide a service driven customer quotation process which ensures strong links with internal functions to ensure accurate pricing and lead-times are used in all product and service proposals. Manage the repair exchange process where there is a risk to the achievement of agreed customer turnaround times Manage customer issue resolution in a timely manner, liaising with internal functions as required Manage with Finance the first level overdue process through invoice query resolution and provide all required supporting information to the Customer Support Management team for escalation issues. Participate in face to face or conference call customer meetings, ensuring all order book reporting, issue resolution or key performance data is prepared in advance Improve customer service results by supporting the implementation of re-designed processes and communicating customer service metrics Assist with the training of new members of the Customer Service Centre team Complementary description Customer satisfaction feedback – annual ratings from key customers (Airbus, Dassault, Bombardier) Customer On time delivery performance Sales and order intake for the Aftermarket business Turnaround time for customer quotation approval from receipt of unit Quality of the contract / order review process (% correct first time) Level of outstanding account receivables Reports to the Customer Service Manager Daily order management activity with customers to ensure high service levels are maintained Works closely with the Operations teams to ensure latest available delivery information is communicated to customers Liaise with Customer Support Management and / or Program teams with regards to pricing, contracts, forecasts and customer meetings Interface with the Finance team to resolve customer payment issues in line with financial targets Work with the Product Support team to resolve technical issues relating to Operator in service product returns Order review approval Creation of quotations for repair services Priority setting of customer orders Job requirements Previous experience working within a customer service environment managing multiple key customer accounts Previous experience in using SAP required and proficient in the use of Microsoft Excel Excellent communication skills with a proven ability to build strong relationships with both internal stakeholders and external customers Highly resilient and strong influencer with the ability to deliver a step change in approach to customer service within a fast paced environment with tight timescales Proven ability and experience to own and manage the fast resolution of complex customer issues Ability to hold first level commercial discussions with customers to drive the conversion of quotations into sales orders Evidence of written English at interview stage. This will be through providing certification of a formal English or technical qualification studied in the UK or overseas in English. If this cannot be provided you will be required to complete and pass an online SHL English comprehension test as part of the interview process. Specificity of the job As required. Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defence 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 defence industry in TIME magazine's "World's best companies 2023" ranking. Safran Electrical & Power is one of the world's leaders in aircraft electrical systems. It is a key player in the equipment electrification & in the electric and hybrid propulsion sector. Mastering the on-board energy system, the company designs and provides modular, innovative and optimised architectures and solutions.