Customer Service Representative

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 Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.

What do we offer?

Competitive salary
Company performance bonus scheme
Pension scheme - up to 10% employer contribution
Private medical insurance
Comprehensive health cash plan
25 days annual leave + bank holidays
Flexible benefits programme (buy & sell holiday allowance, discounted gym memberships, Maternity/ adoption leave- up to 52 weeks, first 26 weeks at full pay, subsequent 26 at 50% (basic pay)
Structured training & opportunities to progress

What does the role look like?

We are looking for a Customer Service professional specialized in the Aftermarket Environment for this position. Responsibilities include promptly responding to and managing customer calls and inquiries to offer updates on their orders, thereby ensuring seamless customer service operations. We are seeking a highly motivated individual with exceptional attention to detail, a background in decision-making, and a strong sense of responsibility. The ideal candidate should demonstrate the ability to take initiative and operate with the utmost personal integrity.

What will your day-to-day responsibilities look like?

Drive a customer-centric culture within the Aftermarket Service Team, ensuring every interaction prioritizes customer satisfaction.
Serve as the primary point of contact for a portfolio of customers in the Aftermarket area, managing their inquiries and needs efficiently.
Enhance customer information, communications, and documentation to elevate service levels and ensure clarity.
Collaborate proactively within a multi-disciplinary team to meet and exceed customer expectations and deadlines.
Independently handle customer inquiries via telephone or electronic channels, providing information, managing accounts, generating quotations, and resolving issues promptly.
Coordinate scheduling and order management activities, ensuring alignment with customer delivery requirements and operational team commitments.
Conduct reviews of requests for quotation (RFQ), purchase orders (PO), and contracts to ensure compliance with contractual obligations.
Utilize organizational and product knowledge to address complex inquiries and provide personalized follow-up to customers, deviating from scripted responses when necessary.
Develop documentation and standard procedures to address difficult customer issues, requests, and complaints, directing queries to appropriate departments or personnel as needed.
Monitor adherence to agreed-upon schedules, manage customer expectations, and provide regular status reports, identifying and escalating operational performance issues promptly.
Collaborate with internal teams such as production, sales, shipping, and warehouse to expedite or trace shipments and resolve issues effectively.
Report issues through the Quality, Cost, Delivery, People, Safety (QCPC) procedure and resolve invoice queries to ensure timely cash collection.
Operate in alignment with the company's ethical standards, information technology policies, people philosophies, and EH&S (Environment, Health, and Safety) policies and procedures.
Demonstrate understanding and actively participate in continuous improvement (CI) and Lean activities, driving improvements within the team and processes wherever possible.What will you bring to the role?

Essential skills:

Passion for delivering excellent customer service and effective communication skills.
Familiarity with SAP experience in sales and distribution modules.
Experience in customer service, demonstrating the ability to manage relationships effectively and attention to detail.

Desirable skills:

Practical knowledge and understanding of the aerospace industry, particularly with a military focus.
Understanding of export requirements, including EUU's and export licenses.
Previous exposure to continuous improvement methodologies and Lean principles