Descripción del puesto de trabajo
As part of our repairs customer service team you will be working as part of a team to provide high levels of customer service to ensure customer satisfaction at all times. You'll be working closely with our customers over the phone and via email to provide them with product and service information at all stages of the repair process and managing their accounts via our in house system. You'll be the first point of contact for customers and will work across the business to resolve product and service problems, working with teams both locally and overseas. You'll be responsible for ensuring that clear records are kept from the point of quotation and order all the way through to invoicing.
You'll have a range of key day to day responsibilities as part of the customer service team. These include:
•Communicating with our customers, answering a range of product and service questions such as RFQ and capability demands.
•Providing our customers with information regarding diagnostics, quotations, delays and delivery times. Following up with them regularly to ensure they are kept up to date all times.
•Transferring approval or refusal of quotations to the appropriate services within the company.
•Redirecting customers to other Safran sites where appropriate and necessary; ensuring that you escalate any major issues to the Key Account Manager or Director as soon as they arise.
•Sending invoices to our customers upon completion of their work in a timely manner.
•Contacting our OEM's when required to provide response to customer requests and transferring repair requests to the relevant Safran repair station as necessary.
•Working in conjunction with the Workshop Supervisors and Workshop Managers regarding customer jobs which can be started prior to customer approval in with agreed SLA's.
•Using the in house computer system to manage customer accounts, input order and manage and log invoices. Updating the DVM board to ensure up-to-date workflow information is available and accessible to other departments.
You'll also need to work closely with the Customer Communications Administrator to provide updates and reports for the customer as and when requested, follow up with customers by phone where possible and as needed to ensure quotations are approved.
You will also be visiting our customers when needed to, further building on the working relationship between the customer and Safran.
With the customer service teams being a key point of contact for the company you will also be taking any incoming calls and redirecting them to other departments within the company, ensuring the person the caller is looking to speak to is available prior to transfer.
Requisitos del puesto de trabajo
In order to be successful in this role you will need to have the following:
•Previous experience in customer service role where you are dealing with both internal and external customers locally and overseas
•Previous experience working within a fast paced and busy environment
•Strong IT skills and the ability to manage high levels of email communication and experience working within a shared inbox
•High levels of literacy and numeracy skills and excellent communication skills both verbal and written
•Excellent customer service skills
In addition, you will be:
•Well organised with the ability to manage your time and work to tight deadlines
•Diplomatic when faced with issues
•Self-motivated and able to work independently and as part of a team
•Able to work and liaise with people at all levels of the business
•Willing to undertake further training to fulfil the requirements of the role (in and out of the UK)
It would be beneficial if you had previous experience in an aerospace/aviation environment working in line with industry specific regulations (EASA Part 145, FAA, TCCA…) or a repairs environment, but these are not essential.
Especificidad del puesto de trabajo
Safran es un grupo internacional de alta tecnología que opera en los campos de la aeronáutica (propulsión, equipamiento e interiores), espacio y defensa. Su misión: contribuir de forma duradera a un mundo más seguro, donde el transporte aéreo sea cada vez más respetuoso con el medio ambiente, más cómodo y más accesible. Establecido en todos los continentes, el Grupo emplea a 79.000 personas para una facturación de 16.5 mil millones de euros en 2020, y ocupa, solo o en asociación, posiciones de liderazgo mundial o europeo en sus mercados. Safran está comprometido con programas de investigación y desarrollo que preservan las prioridades ambientales de su hoja de ruta de innovación tecnológica. Safran ha sido posicionada como el mejor empleador a nivel mundial en su sector en el año 2020 por la revista Forbes. Safran Aerosystems es líder mundial en rampas de evacuación y sistemas de oxígeno. La empresa es un actor clave en sistemas de seguridad y sistemas de fluidos para aviones y helicópteros.