Customer Service Representative

Job description

Entity

Safran is an international high-technology group and tier-1 supplier of systems and equipment in the Aerospace and Defense markets. Operating worldwide, Safran has nearly 58,000 employees and generated sales of 15.8 billion euros in 2016. Safran is listed on the Euronext Paris stock exchange, and its share is part of the CAC 40 and Euro Stoxx 50 indices
For more information : www.safran-group.com / Follow @Safran on Twitter

Safran Helicopter Engines is the leading helicopter engine manufacturer and, since its foundation in 1938, has produced over 72,000 turbines. The company offers the widest range of helicopter engines in the world and has more than 2,500 customers in 155 countries. Safran Helicopter Engines has fifteen sites and operates on each continent, providing its customers with a proximity service through 16 Repair & Overhaul Centers, 44 distributors and certified maintenance centers and 90 Field Representatives and Field Technicians.   

Job details

Main domain/Job field

Program / Customer Relations - Sales & Marketing

Job title

Customer Service Representative

Employment type

Regular Full time

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

1.0 SUMMARY OF JOB PURPOSE

Manages all the customer support aspects for Pool France materials repaired in SafranHE USA.
Ensure customer satisfaction, in particular in terms of TAT and costs.

2.0 ESSENTIAL DUTIES AND RESPONSIBILITIES

•Support SafranHE Pool or its sub-contractors (SafranHE Brazil) with an accommodating, action driven, friendly attitude while meeting and exceeding customer's expectations
•Coordinate the induction ensuring the appropriate purchasing documents have been received and the necessary projects have been created in SAP/OPX
•Conduct the accident screening
•Conduct end-user screening to ensure compliance with import/export regulations
•Prepare and submit quotes to SafranHE Pool or its sub-contractors for review and approval
•Provide regular status reports to customers as necessary
•Process shipments per customers request and forward tracking and airway bill information
•Invoice SafranHE Pool or its sub-contractors for the repair
•Liaise with customers and Finance to resolve invoice disputes and discrepancies
•Provide timely feedback on service failures or customer concerns and use the Turbo+ line board as a process improvement tool when necessary
•Attend to any routines needed involving SafranHE Pool materials (With Operations, Supply Chain, Finance, etc.)
•Coordinate with SafranHE USA Pool and FO for property exchanges
•Secure the TAT for the phases related to the job's responsibilities and mitigate any road blocks preventing a smooth flow (interaction with SafranHE Canada, UK, etc.)
•Projects and initiatives
oSupport projects with the company
oLead initiatives in order to improve process efficiency and decrease repair costs

4.0 REQUIRED COMPETENCIES – Education / Knowledge / Skills and Abilities

•Bachelor's degree; or three to five + years in aviation, of related experience and/or training; or equivalent combination of education and experience.
•Intermediate Level – Microsoft Office: Outlook, Word, Excel, PowerPoint.
•Experience with SAP
•Experience in working across international cultures and being sensitive to local customs
•Knowledge of professional practices, sources of information, and rules and regulations that can be applied immediately.
•Able to multitask, autonomous and proactive

5.0 PHYSICAL REQUIREMENTS

•While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.
•The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
•The noise level in the work environment is usually quiet.