AOG Specialist; H​/F - SAFRAN Aerosystems Services Americas, LLC

Mission description

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés.

Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Aerosystems est l'un des leaders mondiaux des systèmes aéronautiques dédiés à la sécurité des avions et hélicoptères ainsi qu'à la gestion des fluides et du carburant. La société est un acteur clé dans le domaine de la sécurité des vols (oxygène, évacuation, flottabilités) et participe à la décarbonation de l'aviation grâce aux carburants alternatifs durables et aux nouvelles architectures moteurs.

Elle compte 5200 collaborateurs répartis dans 7 pays.

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. Manage the AOG telephone line and the mailbox for all customer requests in the SAS CRM/Salesforce, in accordance with contractual conditions (quotations/orders), from receipt of the request to the shipment of the part/customer confirmation of receipt.

Ensure that all daily requests have been processed before handing over AOG responsibilities to the next team (no pending emails at the end of the day). Respond to immediate part availability request and quotation inquiries within short deadlines (1 hour for customer response 4 hours for part availability information for an AOG). Ensure the AOG request is eligible and submit it to AOG Desk Management for decision.

Enter customer orders (new orders or updates to existing orders). Collect pricing information for parts without predefined prices. Ensure export compliance in accordance with the export control department. Propose delivery lead times matching customer expectations (same-day CRD for an AOG). Place internal orders (OA) with the BUs if the part is not available in CSS stock. Ensure AOG fees are correctly applied when necessary.

Request and monitor order line progress with the solutions provider or other stakeholders such as BUs, warehouses, finance, pricing, FO, etc. Monitor the AOG, AOG EDI, and AOG Upgrade order backlog in line with contractual requirements and manage claims with management support. Coordinate request between the different BUs, CIW, and internal services. Manage the telephone handover between the 3 Follow the Sun regions and OEMs with clear explanations and instructions.

Ensure daily updates to Handover message and information relating to pending actions. Ensure prompt regularization of orders processed outside the ERM (OEMs during weekends and holidays). Guarantee the success of AOG request through end-to-end follow-up until closure of cases. Close requests after sending the invoice, delivery tracking, or POD to the customer. Manage the number of open requests in Salesforce in line with ongoing AOG orders, ensuring accurate data in each request and in templates.

• Technical aptitude
• Proficiency with ERP (M3), MS office tools, Bi Tool, CRM Salesforce experience preferred
• Accurate data entry
• Ability to work with people in a team environment
• Strong multitasking and time-management skills
• Abel to prioritize responsibilities with a strong sense of urgency
• Ability to adapt to change
• Developed problem solving skills and the ability to focus attention on details
• Interpersonal and team building skills

• Decision Making
• Problem Solving
• Communication
• Integrity
• Adaptability
• Teamwork
• Work Standards

• BS/BA degree preferred with 5 years of experience in customer service
• Previous customer service and or industry…