Aftermarket Customer Support Representative​/F; H​/F - SAFRAN CABIN INC.

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 Cabin conçoit, certifie, et fabrique les intérieurs de cabines complets, les systèmes et les équipements les plus innovants du secteur pour offrir à ses clients du monde entier une image de marque distinctive et une expérience passager sûre et confortable.

Address regular customer calls and emails
Support and review customer escalations for claims, invoice disputes, and overdue accounts until resolved
Resolve Returned Merchandise Authorizations, customer claims and invoice disputes
Attend CRM Front Desk requests
Ensure Customer Purchase Orders are processed accurately and entered within a timely manner using the company ERP system (M3)
Address pricing requests (RFQ) for routine and non-existent items, with various departments (Industrialization, Finance, Process Engineering, etc.) using historical data, catalogs, and a price calculator
Utilize the M3 (ERP) system to respond to customer inquiries and update Customer Pos
Participate in daily Customer PO updates with the aftermarket team (i.e., BOARD Reviews)
Collaborate with operations and supply chain to expedite orders
Assist in customer escalation with the Aftermarket Manager
Partner closely with the Integrated Project Team (IPT)
Back-up to invoicing activities, to ensure this is done timely post-shipment, ensuring tracking numbers are received
Back-up support for Pull & Ship Orders between Stockroom, QA, and Operations
Review and set up new customers
Collaborate with operations and supply chain to expedite orders
Participate in daily Customer PO updates and update priorities
Training other Customer Support Representatives, as needed
Other duties, as assigned

• Education:
  
  High school diploma required;
  Bachelor's degree preferred.
• Experience:
  
  Minimum of 6 years of data entry and customer service experience, preferably in a manufacturing supply chain environment.
• Computer:
  Advanced skills in Microsoft Excel, PowerPoint, and Word.
• Knowledge of basic ERP/MRP functions and/or related application, required.
• Experience with Power BI Tools is desirable.
• Other
  
  Skills:
  
  Able to accurately handle complex tasks and meet tight deadlines.
• Ability to manage difficult customer interactions and finding effective solutions.
• Works well under pressure, collaborating with various teams to meet customer needs and improve service.
• Efficiently manages multiple tasks while maintaining high quality service.
• Identifies problems and negotiate solutions that satisfy both customers and the company.
• Proactively suggests process improvements for greater efficiency and better customer experience.