Global Customer Service Rep (Customer Accounts Management)

As a member of the sales team, the "Global CSR" has the following scope and objectives:
• Ensure effective communication with our "key accounts" clients regarding the repair and spare parts orders they send us:
• Specifically, they ensure the consolidation of client needs through periodic conference calls, regardless of which SED repair workshop is involved (in France, Grand Prairie, or Singapore).
• They provide responses or alternatives to these needs by consulting various internal stakeholders within SED.
• They resolve disputes or blockages, including unpaid invoices, by working with customer support or program teams when necessary.
• Manage the resolution of AOGs (Aircraft on Ground) for the client portfolio they are responsible for.
• Provide on-call support outside of regular working hours, in rotation with colleagues, and assist our service provider who manages 24/7 client interface.
To achieve this, the Global CSR is responsible for the following tasks:
• Ensure proactive communication with assigned clients.
• Prepare and conduct ongoing reviews of repair and spare parts orders with clients.
• If possible, anticipate client emergencies and propose alternative solutions.
• To carry out their mission, the GCSR relies on:
o CSSM (Customer Support Service Management)
o Repair & spare parts Customer Support Representative Teams
o Debt Recovery & Management with customer
o The Supply Chain responsible for managing specific stocks (AOG, dedicated stocks, etc.)
• Weekly meetings with customers
• On-call duties one week per month in support of our service provider
• Performance Criteria (KPIs)
o Client feedback on communication quality
o Level of outstanding payment
o % of AOGs covered on time

• A 5 to 10 years experiences on customers' support ideally in aerospace sector
• A Engineering or Business Bachelor's degree,
• Fluent in English, both written and spoken;
• Able to work in a Fast-Pace Environment
• Dynamic, persistent, and to pursue customer satisfaction.
• Strong negotiation, interpersonal & communication skills

• Strong business acumen with good data and analytical skills

• Ability to evolve in an international environment with strong multi-cultural and multi-client challenges, which includes being sensitive to the various backgrounds, experiences and cultures.

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.