Customer Service Manager

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. Join Safran Aerosystems: an international leader in aviation safety, fluid management and fuel systems. Our strength? Innovating to enhance flight safety (oxygen systems, evacuation systems, flotation systems) and driving the transition toward decarbonized aviation through sustainable fuels. 6,200 employees, operations in 7 countries, and one shared objective: a safer sky. DUTIES AND RESPONSIBILITIES 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. Maintains strong client relationships and acts as the primary point of contact for all customer service activity. Regularly reviews daily activity for assigned customers to assure that questions have been answered, decisions have been acted upon, and problems have been resolved. Leads Customer Service Team and acts as escalation point for issues identified by CSR. Ensures that customer service representatives are trained and knowledgeable on the global processes. Ensures customer quotations and purchase orders are managed to meet expectations. Manages and attends meetings to resolve problems and provide solutions. Works with Purchasing, Operations and Sales to coordinate the purchase order flow in the warehouse/shop as required. Manages daily/weekly/monthly KPI's and reports for assigned accounts. Analyze delivery / sales performances Provides weekly updates on KPI's and critical requirements to the Customer Service Director. Identifies and attracts new business from existing customer base. Conducts Customer field visits and periodic program performance reviews. Oversees answers to all applicable correspondence by the Customer Service Reps. Organizes meetings with staff to discuss daily issues, problem areas and generate new ideas. Works with sales and purchasing on forecasting. Provides employee appraisals/reviews. Ensures that the department is in compliance with company policies and procedures. Monitors and ensures the AOG line is handled adequately. Participates to the elaboration (done by Sales Manager) of new contracts. Assists and performs responsibilities given by the Customer Service Director. Comply with and ensure that direct reports adhere to policies/procedures and regulations, i.e., handbook, training requirements, state and federal regulations, etc. QUALIFICATION REQUIREMENTS To accomplish this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. a) Knowledge and skills Customer oriented service. Strong work ethic and ability to be self-motivated Computer skills with knowledge of ERP/MRP, Excel spreadsheets and Word. Management Capability b) Competencies Decision Making Leadership Problem Solving Planning & Organization Communication Integrity c) Education and/or experience Bachelor's Degree 5 years minimum customer service and management experience d) Communication Skills Strong oral & written communication skills essential for interaction with customers. Ability to make presentations e) Physical Demands Ability to travel as needed domestically and internationally. #J-18808-Ljbffr