Customer Account Coordinator

Safran Electrical & Power

Customer Account Coordinator

Company: Safran Electrical & Power

Job Field: Customer services and support

Location: Sarasota , Florida , United States

Contract Type: Permanent

Contract Duration: Full-time

Required Degree: Bachelor's Degree

Required Experience: More than 3 years

Professional Status: Professional, Engineer & Manager

Salary: NA

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Summary:

Work strategically to meet business goals and objectives by ensuring the customer have a positive experience through listen to customer concerns, answer customer questions, troubleshooting and provide information about the company's products and services.

Ensure the growth of the BU.

Job Location:

On-site at Sarasota, FL.

• Answer customer emails and calls, acts as primary point-of-contact for day-to-day operations between SAFRAN and TIER 2 & 3 customer and provide order status to the customer in anticipation of customer needs by resolving and/ or escalating urgent customer request for resolution.
• Performs contract review of all orders for customer requirements to ensure is processed per negotiated requirements including quality and importing and exporting requirements are followed.
• Responsible to ensure sales orders are entered into ERP system and / or Other Support databases.
• When applicable validate that parts required are enter into the ERP based on technician inputs (MRO)
• Maintain all required archives per SAFRAN record retention policy accordingly to the Quality Management System and Customer requirements.
• Ensure that quote is provided to the customer and coordinates and supports in negotiating PO contract or Top level contact pricing, delivery, administrative requirements and conditions ensuring compliance with SAFRAN's policies, terms and conditions from proposal through shipment
• Responsible to monitor the on-time delivery to their customers by monitor status and when applicable close sales and service orders in ERP.
• Ensure collaboration and communication with the supply chain department to assess delivery options
• Coordinate refurbishment units for cannibalized units, identify core unit exchanges (MRO)
• Identify and collaborate with supply Chain on alternative part numbers or customer date collaborations
• Responsible to update ERP system in a timely manner for all customer changes request and ensuring demand alignment is flow down with detailed order management.
• Manage all customer portals for changes and updates and the customer requirements are being fulfilled.
• Provide timely recovery plans as required by the customer, including intercompany and subcontracting and develop a relationship of trust with the customer
• Outbound (and occasionally inbound) logistics of the product and parts. Delivery (MRO)
• Outbound and inbound management of subcontracted parts. (MRO)
• Generate ASN in the customer portal and assist quality department to load or provide FAI to customer.

• Perform warranty contract obligations and/ or warranty according to SAFRAN terms and conditions in coordination with the Sales and Marketing team and ensure they converse accordingly.
• MRO:
  Review contractual agreement, quote scope, if PSA, if NFF, track TAT and payment when charge back to customer.
• OE:
  Support Warranty manager to follow contract obligations, track TAT and when applicable track payment of charge back to customer.
• Responsible to provide invoice to the customer when required and assist finance with reconciliation of month-end processing to ensure accurate financial closing. This includes to submit or generate invoices in Customer Portal (WAWF)
• Ensure collaboration and communication with Program Management Organization as well as with the Key Account managers for the designated customer.
• Provide the…