Company: Safran Aerosystems Services
Job field: Customer services and support
Location: Braintree, England, United Kingdom
Contract type: Permanent
Contract duration: Full-time
As part of the customer service team, you will be working to provide high levels of customer service and support to ensure customer satisfaction at all times. You will have a range of key day-to-day responsibilities as part of the customer service team.
Responsibilities
1. Perform Sales Administration order review: Ensure conformity between the customer's order, the administrative file, and the ERP system (PN and SN, conformity of delivery and billing addresses), verification of Investigation requests, order specificities.
2. Acknowledge receipt of the order towards the customer, through an email or by providing open order report.
3. Prepare quotes in accordance with established pricing policy. Send quote and deploy best efforts to get the customer approval in the shortest timeframe.
4. Provide ongoing support and service to customers by responding to their information requests, ensuring a good understanding of their needs, and coordinating internal requests.
5. Verify eligibility for commercial warranty.
6. Provide repair lead times.
7. Enter customer quote approval in the ERP system.
8. Check achieved profit margin and raise alerts in case of unforeseen deviations.
9. Transmit repair reports to the customers.
10. Manage the Quarantine of Customer owned property.
11. Send invoices to the customers as they required.
12. Support the Customer Support Manager in the preparation of performance reviews and attend the reviews when required.
13. Manage Export Control aspects.
14. Handle customer complaints and claims related to Sales Administration.
Job Requirements
Technical/Professional skills:
English language proficiency (oral and written).
International trade (Incoterms, multicultural approach, etc.).
Fiscal, accounting, and financial knowledge (VAT, price management, etc.).
Export Control.
Civil and military regulations.
Commercial contracts.
Logistics (Export, customs, etc.) knowledge.
Use of management tools and ERP systems.
Use of customer portals (e.g., Air Supply, Exostar, AeroXchange, etc.).
Behavioral, Personal Skills:
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.
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