Customer Service Representative

Job description

Customer Service Representative

Job details

General information

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 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 Seats is one of the world's leading manufacturers of aircraft seats, for both crew and passengers. 1 million Safran Seats-manufactured aircraft seats are currently in service with air fleets around the world.

Reference number

2025-168786

Job details

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Front office

Job title

Customer Service Representative

Employment type

Permanent

Part time / Full time

Full-time

Job description

Be the primary point of contact to the customer and respond to all customers requests related to spares orders & quotes

· 
Ensure the request and receipt of a customer order

· 
Hold the order review to ensure compliance of the elements mentioned in the order

· 
Establish quotes

· 
Enter orders in the ERP system (“Enterprise Resource Planning”) and send order acknowledgements

· 
Process and track free orders

· 
Coordinate and track AOG requests

· 
Ask customers for information to open a customer account

· 
Represent the company and the department if necessary at events (reception during visits customer, fairs)

· 
Apply the process and work instructions related to its field of activity and use the requested tools.

· 
Propose alternative equipment when customer's request cannot be fulfills and suggest additional PN.

· 
Develop business relationship with customers by conducting on site visit, participating in performances reviews and regular phone call for order book review.

· 
Proactively ensure order book management, analyze and communicate to OOR customers (“Open Order Report”)

· 
Monitor backlog and on time delivery to proactively inform Customers of any deviation

· 
Help the sales or program manager in the follow-up of customer orders.

· 
Negotiate customer CRD (Customer Requested Date) when on time delivery is not possible

· 
Solve and prevent customer claims in a timely manner

· 
Coordinate and track RMA (return material authorization) requests

· 
Answer customer queries on deliveries

· 
Ensure the back up (replacement) of a person in his department

· 
Follow and improve KPI

· 
Coordinate exchanges of collection requests between accounting and customers

· 
Participate in the service continuous improvement actions

· 
Answers other duties as required per your manager

· 
Make easy to work with Safran Seats

Candidate skills & requirements

Work Experience/Technical Knowledge: • (Acquired through previous jobs, assignments, responsibilities, etc. including language capabilities.) i.e.:

• With a High School Diplima, an additional two (2) years of experience in a customer related area or proven ability to work well with customers required.

• With the Associates degree, an additional one (1) year of experience in a customer related area or proven ability to work well with customers required

Professional Skills:

• (Ability to use the knowledge and/or the experience in the job) i.e.:

• Must be proficient in the operation of office computers.

• Must have basic level knowledge of Microsoft Office software products (standard suite of office software products: MS Word, Excel, PowerPoint, Project, et. al.).

• Must be able to work extended hours as needed.

• Must have the ability to generate written communication and to operate required office equipment.

• Ability to read and review written communication.

• Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.

Behavioral Skills:

• Must have ability to efficiently perform multiple tasks simultaneously.

• Must be able to interface with all departments within the company, as well as multi-cultural outside customers.

• Sets high standards of performance for self: assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

• Must have the ability to make clear concise decisions to assist the customers needs that is consistent with available facts, constraints, and probable consequences.

• Ability to adapt to change in processes and offer cricital thinking of ways to improve

• Customer Focus: Make customers and their needs a primary focus of one's actions; develop and sustain productive customer relationships.

Job location

Job location

Asia, Singapore

City (-ies)

36 Loyang Drive 508949 Singapore

Applicant criteria

Minimum education level achieved

High School Diploma/GED Equivalent

Minimum experience level required

More than 3 years

Additional Languages preferred

English (Fluent)