Customer Service Manager

Customer Service Manager

Job details

General information

Entity

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Aerosystems is one of the world leaders in aviation systems dedicated to aircraft and helicopter safety, as well as fluid and fuel management. The company is a key player in the field of flight safety (oxygen, evacuation, floatation) and participates in the decarbonization of aviation through enabling sustainable alternative fuels and new engine architectures. It has 5,200 employees in 7 countries.

Reference number

View phone number on click.appcast.io

Job details

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Customer Service Manager

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

This position reports to the Customer Service Director and is responsible for providing high-levels of customer service and support to ensure customer satisfaction at all times. This role is a major contributor responsible for the achievement of site revenue with their team. The Customer Service Manager plays a major role in driving revenue achievement through hierarchical supervision of the Repair Sales Administrators and leaders when applicable. This role contributes to customer satisfaction by ensuring positive and proactive communication in the management of contracts and orders. The Repair Sales Administration Manager ensures the consideration and processing of customer requests as well as providing periodic reporting with both internal & external Customers as required. This role improves the customer relationship by liaising with other departments within the company and ensures that Sales Administration fulfills its role as an interface between the Sales, Program, Customer Support, Production/MRO, Supply Chain, Finance, and Logistics departments.

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.

• Manage the resources within the Sales Administration scope:

o Manage a team of Repair Sales Administrators

o Ensure workload-capacity balance within the department.

o Allocate workload based on needs.

o Manage resignation/hiring/onboarding/training of people

o Lead PDR of the Repair Sales Administrators

o Express resource and competency needs for the optimal operation of the department.

o Ensure the competency development of the Repair Sales Administrators

o Manage priorities within the department.

o Promote a team operation in accordance with the principles of the leadership model.

o Manage the team in case of crisis (Closure of facility, pandemia…)

• Ensure proper management of Sales Administration activities :

o Ensure order processing: customers order acknowledgments, quotation, quotation approval, monitoring, delivery authorization, invoicing, warranty handling.

o Provide ongoing support and service to customers by responding to their information requests, ensuring a good understanding of their needs, and directing requests internally if necessary.

o Handle claims related to Sales Administration.

o Ensure the update of new data in relevant IT systems (ERP, client portals, Customer accounts creation, etc.)

o Implement and monitor KPIs for performance management.

• Ensure compliance with existing processes and tools (Adoption by the CSR) and contribute to their improvement:

o Define and implement an Improvement Plan to achieve Front Office performance objectives.

o Ensure compliance with the procedures and instructions. Propose improvements as needed.

o Ensure alignment with harmonized processes

o Ensure alignment with harmonized KPIs and reporting

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

Candidates for positions with SAU must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position. This description has been designed to indicate the general nature & level of work performed by an employee within this position. The actual duties, responsibilities & 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. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail View email address on click.appcast.io. We will make a determination on your request for reasonable accommodation on a case-by-case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.

Candidate skills & 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.

Annual salary

$70,000 - $80,000 / annually

Job location

Job location

North America, United States, California, Los Angeles

City (-ies)

Van Nuys

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