Customer Service Representative Manager

Company :

Safran Electronics & Defense Services

Job field : Customer services and support

Location : Singapore , Singapore

Contract type : Permanent

Contract duration : Full-time

Required degree : Bachelor's Degree

Required experience : More than 5 years

Spoken language(s) :

French Intermediate

# CSR Manager-144110

Apply with one click Any questions ?

Job Description

a) Oversee CSR and SA team to ensure AOG support, order fulfilment towards customers' service for satisfaction.

b) Responsible for daily customer support and service for purpose of MRO sales related matters to meet the Sales Repair target plan including account management, preparation of proposal, quoting, payment matters, liaison and fulfilling sales & repair orders.

c) Handling of warranty claims and manage customers' complaints with the team

d) Ensure MRO TAT follow up, communicate targets, achievements and justify the discrepancies and propose alternative solutions when appropriate.

e) Propose best commercial solution according to customer needs, in compliance with SEDSA strategy and customer's expectations.

f) Monitor, analyze and improve MRO activities on LRUs

g) Secure good relationship with customers via interactive mode of communications

h) Ownership of overall customer satisfaction / perception of SEDSA as an MRO site.

i) Daily monitoring and communicate all repair flows between SEDSA and customers to ensure smooth operation, efficient communication and service rate/OTD being met.

j) Involve in any special mission, such as imminent AOG, expedition of specific order, delivery discrepancy, quality complaint, etc.

k) Follow up on delivery schedule for sales orders and repairs status with Workshop / Supply Chain/ Planner.

l) Generate reports for analyzing KPIs to improve performance

m) Provide guidance and support to team members. Promote Safran culture to empower people.

n) Set-up processes and KPIs for the team; support business and quality audits.

o) Participate in the Continuous Improvement projects in Customer Service Department (methods) to promote efficiency and productivity.

p) Actively participate and contribute to HSE initiatives & Corporate HSE programs and in HSE risk communications & mitigations.

q) Comply with all health, safety and environment (HSE) regulations as prescribed by law and company's policies.

r) Any other duties assigned.

Job Requirements

a) Degree holder in engineering or business administration

b) Diploma/O Level with at least 8 years in a commercial, business or sales & marketing role in the Aerospace industry can be considered

c) Experience as Team Lead / Manager is required

d) Well-versed in ERP software, preferably SAP B1.

e) Excellent verbal, written, presentation and computer skills (Word, Excel and PowerPoint)

f) Excellent interpersonal and communication skills, able to interact with people of all levels

g) Good commercial knowledge of the aviation industry.

h) A team player- capable of interacting with internal and external (customers) stakeholders.

Specificity of the job

May need to travel 1 or 2 times a year.

Locate your future workplace

26 Changi North Rise Singapore-499618

Singapore

Singapore

Safran is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.