What are the responsibilities and job description for the Customer Service Manager (H/F) - SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC position at AEROCONTACT?
"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."
Mission description
The role of the Customer Service Manager is responsible for direct communication with customers, sales personnel, customer support and senior management. This role is responsible for all aspects of customer accounts including quoting and order process, contract management, organic revenue growth, and performance reporting. Additionally, this position will manage a team of Customer Service Representative's (CSR's) to achieve Customer Satisfaction. This cross divisional function will coordinate customer service specific activity across SAU/SAS/SAO functional areas. 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.
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.
Mission description
The role of the Customer Service Manager is responsible for direct communication with customers, sales personnel, customer support and senior management. This role is responsible for all aspects of customer accounts including quoting and order process, contract management, organic revenue growth, and performance reporting. Additionally, this position will manage a team of Customer Service Representative's (CSR's) to achieve Customer Satisfaction. This cross divisional function will coordinate customer service specific activity across SAU/SAS/SAO functional areas. 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.
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.
