Customer Service Supervisor

Customer Service Supervisor

Job details

General information

Entity

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.

As the world leader in aeronautical electrical systems, Safran Electrical & Power is a key player in the electrification of aircraft equipment and electric and hybrid propulsion. With expertise across the onboard energy chain, the company designs and delivers innovative, optimized and modular architectures and solutions.

Reference number

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Job details

Domain

Production

Job field / Job profile

Supply chain - Scheduler

Job title

Customer Service Supervisor

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

Summary:

Develop and lead a dedicated Service Centre team capable of delivering front line

Business support, order management and coordination of requests from internal and external customer. Implement customer service policies and procedures to ensure a proven capability. Will plan and implement Procedures for business improvement focus on consistent execution from the team providing them the tools for operational efficiency.

Work Location: On-site (Sarasota, FL.)

Essential Duties & Responsibilities:

•Lead and develop the Customer Service team, including workload distribution, training, performance management, and process audits.

•Serve as the primary escalation point for customer inquiries, urgent requests, Tier 1 accounts, and AOG orders.

•Oversee order management, contract review, quotations, invoicing, warranty administration, collections, and customer communications.

•Ensure order and demand review processes align with contractual requirements and business objectives.

•Partner with Operations, Sales, Finance, Program Management, Trade •Compliance, and Key Account Managers to meet customer commitments.

•Drive high levels of customer satisfaction through proactive issue resolution and continuous communication.

•Manage customer accounts, monitor order status, track delivery promises, and maintain accurate records.

•Develop and maintain departmental procedures for order entry, contract review, customer satisfaction, and portal management.

•Support and train team members on SAP/ERP processes and system updates.

•Monitor KPIs including customer satisfaction, on-time delivery (OTD), turnaround time (TAT), warranty performance, and service levels.

•Lead continuous improvement initiatives using Lean principles, including PDCA, QRQC, and Kaizen methodologies.

•Coordinate customer audits, site visits, source inspections, and customer review meetings.

•Collaborate with domestic and international teams to support knowledge transfer and operational efficiency.

•Ensure compliance with export regulations (ITAR), D-Trade requirements, FAA regulations, and company policies.

•Support warranty contract obligations, customer recovery activities, and account performance reviews with Finance.

•Provide regular status updates, identify risks, and escalate issues as needed to leadership.

•Promote a culture of safety, teamwork, accountability, and operational excellence.

•Perform administrative duties related to customer service operations and business reporting.

•Flexibility to work additional hours during peak business periods as required.

But what else? (advantages, specificities, etc.)

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job description does not constitute a written or implied contract of employment.

This position requires access to technologies and hardware subject to US national security based export control requirements. All applicants must be US Persons (8 USC 1324b (a) (3)), or otherwise authorized by the U.S. Government. No company sponsorship will be offered.

This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group. All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, genetic data or other legally protected status.

Candidate skills & requirements

Basic Qualifications:

• Bachelor's Degree from an accredited institution

• Minimum 5 years' experience interfacing with customers

•Experience supervising teams or associates to include the responsibility for coaching to achieve daily goals

•Strong verbal/written communication and interpersonal skills

•Excellent communication and active listening

•Experience on data entry

•Must adapt to various software programs

•Flexibility

•Strong problem-solving and decision-making abilities

•Availability to work flexible shifts, including evenings, weekends and Holidays

•Must have the ability to handle difficult customers and resolve issues diplomatically. Must have the ability to handle difficult customers and resolve issues diplomatically.

•Leadership, guidance, feedback coaching.

Knowledge/Skills:

•Leadership Skills to manage a team of support agents and coordinate with other departments effectively.

•Analytical and strategic thinking skills to identifying long-term support solutions and optimizing support processes.

•Must demonstrate coaching and mentoring skills to train and develop support agents.

•Escalation Management Skills to handle critical support issues and coordinate with other departments.

•Process improvement skills differentiate an entry-level CSR from an experienced support agent.

•Must have quality control skills to ensure that support processes and solutions meet the company's quality standards.

•Skills to lead and manage support projects and initiatives.

Supervisory Responsibilities

•Tracking and supervising the customer service teams, training new team members. They align the team towards the company's goals. Troubleshooting ERP, data recovery, performance optimization.

•Monitors tools and document customer communication.

•Is responsible for escalation and collaborating with development teams.

Career Path:

•Customer Service Manager

Additional training/education or equivalent experience, as well as business need, are required for movement into higher-level jobs.

Work Environment:

Sitting 35%, Walking 10%, Standing 35%, Lifting 20% (up to 30lbs alone, then with a partner/machine).

Annual salary

NA

Job location

Job location

North America, United States, Florida, Sarasota

City (-ies)

Sarasota

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 3 years

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

Yes