What are the responsibilities and job description for the Customer Support Representative | MRO Area position at Safran?
Job Summary:
The Customer Support Representative and/or Customer Service Specialist plays a vital role in supporting customer service functions and assisting Customer Service & Support Managers in managing the lifecycle of aftermarket repair orders. This position ensures accurate and timely communication with customers and internal teams to meet contractual requirements related to aerospace maintenance, repair, and overhaul (MRO) services. Responsibilities include processing repair orders, managing quotes, tracking inventory and billing in SAP, and resolving order issues to support on-time delivery, quality, and cost targets.
Essential Job Functions:
• Respond to customer inquiries related to MRO (Maintenance, Repair, and Overhaul) and spare parts orders, quotations, pricing, lead times, and delivery status.
• Process and manage customer orders, RFQs, and repair requests in ERP/CRM systems in a timely and accurate manner.
• Coordinate with internal departments such as logistics, planning, repair shops, and quality assurance to ensure smooth fulfillment of customer requirements.
• Monitor order progress, proactively communicate delays or changes, and provide regular updates to customers.
• Ensure compliance with export regulations, customer contracts, and aviation quality standards.
• Build strong relationships with customers and provide a high level of service and responsiveness.
• Maintain accurate records and documentation for all transactions and communications.
• Other duties may be assigned.
In addition to the above, they will serve as the primary liaison for key accounts, handle escalated customer issues, and contribute to process improvements and training of junior staff.
Travel Specificity:
Potential travel between Grand Prairie, Texas and other locations up to 5%.
Physical Demands:
While performing the duties of this role, the employee is frequently required to remain in a stationary position and occasionally move throughout the office, operations areas, logistics spaces, and repair cells. The role requires constant use of a computer and other office equipment such as printers and copiers. Effective communication is essential, including the ability to clearly convey and receive information. The employee must be able to observe, recognize, and evaluate details at close range (within a few feet). Occasionally, the employee may need to lift or move items weighing up to 10 pounds within the office as needed.
Work Environment:
- The work environment is split between the office and operations areas.
Experience in relevant Business sector:
- Experience within aerospace industry
Required Competencies:
- Education/Experience
• Equivalent combination of education and experience required—typically an Associate or Bachelor's degree in Business Administration, Supply Chain, Aviation Management, or related field, and/or a minimum of two years of experience in aviation aftermarket, aerospace logistics, or a similar technical support function.
• 4–6 years of experience managing customer accounts, resolving complex issues, and collaborating cross-functionally. Direct experience in the aviation aftermarket or aerospace industry is required.
Knowledge, Skills, and Abilities:
• Familiarity with aviation spare parts and MRO services.
• Proficient in ERP/CRM systems (e.g., SAP) and Microsoft Office tools.
• Understanding of international trade compliance, incoterms, and export control.
• Strong attention to detail and ability to handle multiple priorities.
• Basic technical knowledge of aircraft components is a plus.
Leadership Skills / Management Skills / Personal Skills:
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict resolution skills.
• Customer-first mindset with a proactive approach to issue resolution.
• Ability to work well under pressure and meet tight deadlines.
• Collaborative team player with a continuous improvement mindset.