CUSTOMER SERVICE REPRESENTATIVE

Main Duties and Responsibilities:
• Responds to call or emails to customers to provide follow-up on inquiries.
• Process customer Purchase orders promptly and accurately, including EDI, entry, follow up.
• Handling and resolving customers complaints
• Process customer Purchase orders and Request for Quotes promptly and accurately, including EDI, entry, follow up.
• Process material returns (RMA's) as requested by the customer
• Maintain a balance between company policy and customer benefit in decision making
• Carry out other duties, responsibilities, and projects as may be assigned, in an effective manner
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products/services to ensure business targets are met.
• May provide after-sales support for client contracts to ensure customers satisfactions are met.
• Performs duties related to overall customer service.
• Provides support to sales team with regard to customer concerns.
• Serves as customer interface on product status and delivery.
• Consistently documents customer service needs to identify patterns and maintain quality.
Minors:
 Conduct data analysis across multiple data points and report using Excel or statistical suite
 Create PowerPoint summaries, reports and recommendations for internal groups and executive team as needed
 Identify and support Customer Support & Sales Department with delivery and quality issues within the organization and at the customer

Experience:
Experience in customer service activities. “Aviation Background preferable”

Technical Skills
Familiar with ERP's
Familiar with Microsoft office suite
Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service

Know-How
Customer Service
Sales & Marketing
Planning and Organizing
Quality Focus, Efficiency & Problem Solving
Organizational Awareness
Documentation Skills
Teamwork
Ownership

Interpersonal skills
Calmness under pressure and maintain records in timely and accurate mode
Good decision-making, communication.
Ability to encourage and motivate people with responsible attitude
Interest in helping and working with customers
Should have sound practical judgment of priorities
Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers
Maintain clear and accurate data entry, documentation and reporting skills, as required

Special notes
English: Fluent Speaking, Reading & Writing
French: Will be an added Value

赛峰集团（Safran）是一家国际高科技集团公司，业务范围涵盖航空（推进、设备和内装）、防务和航天领域。其核心宗旨是致力于构建更安全且可持续发展的世界，让航空运输更加环保、舒适和便利。赛峰集团业务遍及全球，拥有100000名员工，2024年营业额为273亿欧元。单独或是通过合作，赛峰集团在其核心市场占据全球或地区领导地位。赛峰集团在其技术创新路线图中承诺将大力开展以环境为主导的研发项目。
赛峰集团（Safran）作为航空与防务领域的佼佼者，是行业中入选《时代》杂志“2024年度全球最佳公司”（World's Best Companies 2024）榜单的首家公司。

赛峰航空座椅公司（Safran Seats）是飞机机组人员及乘客座椅的全球主要制造商之一。在全球范围内，超过100万个在用飞机座位为赛峰航空座椅公司生产。