Customer Account Co-ordinator - 18 month FTC

Job description

Customer Account Co-ordinator - 18 month FTC

Company : Safran Electrical & Power

Job field : Customer services and support

Location : Pitstone, Buckinghamshire , England , United Kingdom

Contract type : Fixed Term contract

Contract duration : Full-time

# 2024-143960

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Job Description

The Customer Account Co-ordinator 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.

Locate your future workplace

Westfield RoadLU7 9RH

Pitstone, Buckinghamshire

England United Kingdom

92,000

employees worldwide

27

Number of countries where Safran is located

35

business area families

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© Safran

Safran is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.