Customer Service Representative II

Here, we craft excellence together. Your mission? Making the journey the most enjoyable part of the trip. Join our first-class team to reinvent in-flight experience. In the role of Customer Service Representative 2, you'll play a pivotal part on our Customer Service team. The Customer Service Representative requires a high level of internal customer engagement, plus the capability to coordinate successful integrated product offerings.

The Customer Service Representative works in coordinating, supporting and improving the commercial process and positively influence customer happiness. The Customer Service Representative is responsible for coordinating day to day activity for customer requests, processes customer orders and quotes, and maintains front line communication with the customers. They update changes of order dates and ensure adherence with contractual obligations. The Customer Service Representative is accountable to performance KPIs used to monitor department performance.

Additional responsibility includes escalation of customer issues to the Manager as needed

Job Requirements

1. Ensure sales orders are processed accurately and entered within a timely manner using company ERP system
2. Partner with the Integrated Project Team (IPT) to ensure customer orders are processed correctly
3. Validate entered order information by checking against customer purchase orders
4. Maintain a Purchase Order (PO) entry tracker to provide visibility to the Contracts and Accounting teams
5. Review aging report weekly, provide updates to the Accounts Receivable department regarding past dues accounts
6. Fulfill a coordinating role between the customer and all relevant internal stakeholders (sales, engineering/PD, qualification/certification, finance) that potentially have impact on the customer satisfaction
7. Coordinate order and shipping related matters with production, planning, shipping and responsible stakeholders
8. Coordinate customer complaint handling in cooperation with the department manager
9. Educate internal customers and departments on customer characteristics in order to improve sales and profitability 10. Proactively approach Safran customers to improve relationship 11. Perform all other duties as assigned. High attention to detail with a demonstrated ability to meet deadlines. Excellent problem solving and organizational skills. Works well under pressure, with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment.

Exceptional verbal and written communication skills. Ability to manage multiple priorities and work cross-functionally. Strong prioritizing and multi-tasking skills to work within tight deadlines

Description:

Mid/Intermediate-Level position within job role