Customer Service Representative - #1095659

Job Title:  Customer Service Representative

Supervisor: Customer Support Director

Summary of Job Purposes

Manage and coordinate all of the customer support and service aspects of Safran Helicopter Engines’ customers within a given region. Customer oriented service representative that represents Safran Helicopter Engines, provides product and service information, resolves problems, handles email and phone calls with accuracy and efficiency, ensuring excellent service standards while maintaining high internal and external customer satisfaction.

Objectives:

·         Administer the contractual relations with the customer

·         Draw up, finalize and ensure the execution of commercial contracts in compliance with commitments to customers

·         Responsible for customer satisfaction (for his/her field of activities)

Duties & Responsibilities:

Managing Customer Relations & Satisfaction

·         Act as the primary point of contact for AOG situations, providing immediate support and solutions to minimize aircraft downtime.

·         Perform AOG duty after office hours including public holidays

·         Maintain accurate records of AOG incidents, actions taken, and resolutions achieved.

·         Liaise with customers to provide real-time updates and ensure satisfaction throughout the AOG process.

·         Draw up commercial offers factoring in the company’s commercial policy in compliance with the contractual agreements and company commercial policies

·         Ensure proper fulfillments of Safran HE Asia’s commitments to customers

·         Attend customer meeting when neccessary

·         Handle litigations/Carries out the processing of customer orders and deliveries.

·         Promptly respond to customer request, provide information and solutions to resolve any operational or logistic issues.

·         Send all documents/information needed by customers (order acknowledge, material receipt, delivery notes, invoices, credit notes, AWB, warranty decision, …).

Administrating within SafranHE organization

 ·         Generate invoices and credit notes

·         Process orders, delivery , returns and acknowledge receipts

·         Follow up and keep customers informed regularly on the progress of the orders.

·         Obtain necessary information for close customer follow up on all operational matters.

·         Maintain and update customer accounts, orders and contract information in database

·         Follow communication procedures, guidelines and polices

·         Ensure objectives follow up, justify the discrepancies and propose corrective actions

·         Ensure effectiveness of the communication link between the players of the Front Office and Back Office

·         Carries out the reporting and communication for his/her activity

·         Contribute to team effort by accomplishing related results as needed

·         Manage the global TAT and reports any issue or deviation of the commitment towards the customer

·         Ensure the TAT level for expedition in and out, commercial proposal and customer approval.

·         Travel required

·         Provide other ad-hoc duties if required by the reporting manager

Required Competencies: Education / Knowledge / Skills and Abilities:

·         Min. Education Level : Diploma

·         Field of Study : Any

·         Year of Experience Required : Customer support experience in aviation industry preferred

·         Knowledge of SAP preferred

·         Strong analytical and problem-solving abilities, with a focus on delivering effective and timely solutions

·         Willingness to work irregular hours, including nights and weekends, as needed.

·         Good telephone and communication skills required

·         Mechanical/technical/interpersonal skills must be adapted to the unique requirements of the organization

·         Positive, service-oriented attitude

·         Able to work independently, meet tight deadlines and work under pressure with minimum supervision.

·         Customer orientation and ability to adapt/respond to different types of characters

·         Ability to quickly learn and master new or unfamiliar software programs

·         Ability to multi-task and manage priorities in a fast paced environment

·         A team player with good interpersonal, communication and presentation skills and able to interact with people at all levels.

·         Ability to process data: Knows how to process extensive amounts of data related to a broad range of domains and requiring good summary skills.

·         Ability to make decisions: Knows how to make decisions that can be justified by target criteria, requiring a selection of relevant information, the development of hypotheses, an anticipation and assessment of risks.

·         Ability to think ahead: knows how to plan for one to several weeks.

·         Ability to solve problems: Knows how to adapt and/or amend procedures, methods, rules, etc.

·         Ability to work as part of a team (nature of relations and communication): Knows how to adapt the needs and constraints of his/her contacts and adjust the frequency and nature of exchanges and the organization of his/her work.

·         Ability to work as part of a team (frequency and scope of relational interactions): Very frequent interactions and many internal and external parties.

·         Ability to work in a multicultural environment: Knows how to work regularly with a network of people