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Manager Customer Service- Aftermarket

Publié
Société : Safran Seats Domaine d'activité : Commercial / marketing Emplacement : Gainesville , Texas , États-Unis Type de contrat : CDI Durée du contrat : Temps complet Diplôme requis : BAC+3, BAC+4 Expérience requise : Supérieure à 5 ans Statut professionnel : Ingénieur & Cadre Fourchette de rémunération : Based on Market Rate
Publié

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Objective:
The Manager of Customer Service – Aftermarket will be responsible for the management and coordination of all activities related to each active customer's spare parts ordering in two locations, Safran Seats USA in Gainesville, Texas and Safran Seats in Peachtree, Georgia. The Manager of Customer Service is responsible for consistent, timely, and precise communication to the customers (both internal and external) on all issues related to their orders.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. The Manager is also responsible for coordinating with fellow managers within the department to ensure the timely and accurate delivery of all customers spare parts orders.

Main Function Responsibilities:
A) Directs the activities of the Customer Service Spares, while ensuring that departmental budgets are adhered to. This includes but is not limited to backlog management of the customer; preparing spare parts pricing quotations; following up on inquiries; receiving of customer purchase orders; reviewing customer orders for accuracy, completeness, and ability to accept; acknowledging the customer order; entering the customer order into the company's MRP system; identification and adjustment of departmental processes that prohibit or restrict timely fulfillment of customer orders, as well as others.
B) Creates an atmosphere that promotes the development of new concepts, ideas and methods to support continuous improvement in the department.
C) Responsible for the distribution and monitoring of departmental activities, including adherence to company/departmental practices, procedures, and policies.
D) Manages and develop all team members to ensure customer satisfaction and balanced workloads.
E) Develops and maintains relationships with Internal and External Customers, Distributor Partners and Customer Experience Staff.
F) Acts as the escalation point between the customer and Safran Seats USA and Safran Seats Services, and operations relative to aftermarket sales. This includes aftermarket activity departmental interface with finance, program management and engineering, operation; as necessary.
G) Monitors sales and delivery of spare part orders for all customers, which includes but not limited to the pricing and lead time.
H) Responsible for KPI tracking of department goals & objectives and contributing to the overall achievement of those goals & objectives. This includes creating and maintaining the department's performance metrics.
I) Will be responsible to attend customer meetings as requested
J) Performs other duties as assigned.

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A. Education & Qualification:
• Bachelor's Degree in Business or related field is required; or six (6) years of equivalent experience supporting sales, marketing or customer relations in lieu of degree.

B. Work Experience - Technical knowledge:
• Five years' experience in customer service is required. Two of the five years' experience must be within a manufacturing/ aerospace environment which provides an understanding of the MRP system requirements.

C. Professional Skills:
• Must be comfortable and familiar with (multi-nation) international business practices which includes being sensitive to the various cultures and/or customs of a large international customer base that the company interfaces with daily.
• Have a working knowledge of the aircraft interiors business and be capable of handling discussions on technical areas concerning Safran Seats USA's products.
• Have very good negotiating skills and be very comfortable in adversarial business environments.
• Have a very good working knowledge of the standard suite of office software products (MS Word, Excel, PowerPoint, Project, et. al.)
• Must be able to work extended hours as needed.
• Must have the ability to generate written communication and to operate required office equipment.
• Ability to read and review written communication.
• Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.

D. Behavioral Skills:
• Excellent communication and interpersonal skills.
• Must be comfortable and familiar with (multi-nation) international business practices which includes being sensitive to the various cultures and/or customs of a large international customer base that the company interfaces with daily.
• Demonstrated leadership skills that are effective and motivational, while being able to supervise, direct, and train departmental personnel.
• Must be able to interface with all departments within the company, including Purchasing, Finance, Engineering and Manufacturing.
• Strong work ethic and self-motivated.

Quelques précisions

International and/or Domestic travel required; Up to 20%

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2000 Weber Dr TX 76240

Gainesville

Texas États-Unis

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