Customer Support Representative

For us, working at Safran is more than just a job; it's a passion. There's the unique opportunity to lead the way in aerospace and defense and contribute to creating a safer and more sustainable world.

The Customer Support Representative reports directly to our Customer Administration Manager.

- Accountable for all aspects of customer repairs and sales of spare parts across all products manufactured or supplied by Safran Electronics & Defense, Avionics USA
- Maintain and improve customer satisfaction by providing customers with the highest level of customer service possible.

Essential Duties and Responsibilities:

- Establishes and maintains effective professional relationships with customers through constant communication.
- Prepares and submits quotations for all repairs (in-house and outsourced)
- Processes outright sales to customers.
- Processes and follows up on customer outright purchase orders; including order entry, coordinating shipping and identifying customer's credit standing.
- Prepares status updates for each status request submitted by customers.
- Processes warranty/non-warranty exchange requests.
- Maintains resale files for all orders received (open and closed).
- Maintains back order data, releasing parts once received.
- Works closely with Safran Electronics & Defense, Avionics USA purchasing to ensure on-time delivery for backordered items.
- Processes rental/loaner requests.
- Tracks return of cores from customers in a timely manner.
- Invoices customer based on approved quotations once repairs are returned to customer.

Education / Experience:
- Bachelor's degree or 5+ years in aviation related experience and/or training; or equivalent combination of education and experience.
- Familiarity/knowledge of the customers related to Safran Electronics & Defense, Avionics USA.
- Strong knowledge of aviation community and requirements associated with industry.
- Proficient / Expert level – Microsoft Office: Outlook, Word, Excel, PowerPoint
- Knowledge of professional practices, sources of information, rules and regulations that can be applied immediately.
- Build sustainable relationships with customers
- Provide expedient follow up to customers' questions and concerns
- Knowledge of FAA regulations and understanding of Quality requirements
- Knowledge of Safran Electronics & Defense, Avionics USA products
- Communicate effectively with internal and external customers
- Send quickly accurate invoices to customers
- Maintain closed work order files
- IT Tools: Office and ERP (ability to use the software to quote, to generate reports upon customers request, etc)
- Team work
- Communication skills
- Negotiation skills
- Customer-oriented

Physical Requirements:

Office
- While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.
- The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
- The noise level in the work environment is usually quiet.

- Must be authorized to work in the United States without company sponsorship.
- This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. Persons within the meaning of ITAR. ITAR defines a U.S. Persons as a U.S. Citizen, U.S. Permanent Resident (i.e. green card holder), political asylee or refugee.

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.

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés.
Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME.

Safran Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace. La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires.