Customer Service Representative

Customer Service Representative

Safran is an international high-technology group operating in the fields of aerospace (propulsion, equipment and interiors), space and defense. Its mission is to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. Present on every continent, the Group employs 110,000 people and generated €31.3 billion in revenue in 2025. Safran holds, either independently or through partnerships, leading global or European positions in its markets.

Safran was ranked second in the Aerospace & Defense sector in TIME magazine's "World's Best Companies 2025" ranking.

Join Safran Aerosystems: an international leader in aviation safety, fluid management and fuel systems. Our strength? Innovating to enhance flight safety (oxygen systems, evacuation systems, flotation systems) and driving the transition toward decarbonized aviation through sustainable fuels. 6,200 employees, operations in 7 countries, and one shared objective: a safer sky.

Programs / Customer Relations

Customer services and support - Customer support & services management (CSSM)

Customer Service Representative

Permanent

Administrative staff

Full-time

The Customer Service Representative is responsible for a Customer's portfolio. He/She is responsible for responding to the needs of our customers with timely, accurate and professional delivery. The CSR coordinates day to day activity for customer requests, processes customer orders and quotes, and maintains high quality and professional communication with internal and external Customers. They will ensure adherence with contractual obligations and internal processes and comply with company policy/procedure.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Requests lead time, price and data to build the quote for non-priced materials and prepare and submit quotes to customer.
• Liaise and follow up with internal department to create part number and update pricing information in ERP.
• Follows up on Quotes (RFQ) and convert to orders (CO) in a timely manner.
• Prepares, enters and follows-up orders to ensure good customer relations by meeting requested delivery dates and making sure orders are in compliance with Safran Terms & Conditions.
• Reviews all orders terms and conditions submitted by customers in depth to protect the business interest of the Company.
• Reviews orders prior to entering into system for correct pricing, order number and part number or description to ensure the accuracy of all data.
• Receives, reviews and acknowledges customer purchase orders, utilizing SPEC 2000/EDI/ AEROXCHANGE where applicable.
• Identify alternative solutions for required material or requested information to response to customer needs. Negotiate if needed lead time with Customers.
• Identify Customer critical situation and elevate within the organization to ensure AOG / Critical orders are shipped on time.
• Provides AWBs to the Customer and any requested shipping documents.
• Work cross functionally with other departments in resolving customer issues and escalations; including but not limited to: returns, quality issues, order discrepancies and transportation / delivery of material.
• Drive exceptional customer service both internally and externally.
• Engage in relationship-building with customers to ensure exceptional customer service and satisfaction.
• Document any Customer activity / requests in ERP and CRM.
• Responds to the customer via phone, fax, email, Spec
  2000 (SITA) or in person the same day or not later than within the same business day of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc. The response could be the acknowledgement of the request with an estimated time for resolution.

• Constantly monitor the backlog and pro-actively inform customers, with phone calls, of recovery plan if promise date will slip. Formal writing should follow after the phone call. Work closely with internal departments for sourcing and expediting, and follow up to meet customer expectations.
• Supports Accounts Receivables (AR) by being pro-active and taking the lead in resolving any open issues that may contribute to no / slow payment.
• Work with sales, accounting and Trade Compliance officer to establish new Customer accounts.
• Monitors assigned customers' "credit status", and proposes, on a priority basis, items that can be shipped to customers due to their "over credit limit" circumstances.
• Prepare established or special customer status reports to management, sales team or Customer Support for assigned customers.
• Utilize sound problem solving skills, decision making, and…