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Customer Account Coordinator Lead

Published
General Services Cwmbran , Wales , United Kingdom Permanent Full-time
Published

Job Description

SAFRAN SEATS IS A WORLD LEADER IN AIRCRAFT SEATING.
For more than 80 years, Safran Seats has been a premium manufacturer of First and Business Class seating systems for passenger airlines.
With the largest seats portfolio of all seats suppliers, we pride ourselves on innovation, customization, quality and industrial design.
Safran Seats GB, based in Cwmbran, South Wales is a 100% owned subsidiary of Safran Seats and we currently have 800+ employees (across 3 sites in the UK- Cwmbran, Newport and Brackley).
Seats GB offers:

• Unique and High-end Quality products
• Market leader in Bespoke aircraft seating
• Passenger Experience Expertise
• In-house design studio and group Synergies
• Dedicated production line and Industrialisation facilities
• Bespoke capabilities
• Co-creation abilities

Do you want to join our team?
Our employees are at the heart of our success; we offer a range of competitive benefits, career progression and training opportunities helping to ensure we build the future.
Company Benefits
At Safran Seats GB, we continue to support our employees and their contribution by providing a range of benefits.
• 25 days holiday + UK Bank Holidays
• Working Hours (unless specified) are 37.5 hours per week; Mon-Thurs (8am-4:30pm), Friday (8am-1:30pm)
• ‘On Board Benefits' Programme, providing a number of schemes such as cycle to work, technology savings, retail discounts and access to private healthcare
• Fulfilling your potential with Career Progressions opportunities such as company sponsorship and further training courses
• Family friendly policies including maternity, paternity, adoptive parents, shared parental leave, parental leave and flexible working
• Equality & Diversity initiatives with internal groups for workplace engagement and involvement
• STEM engagement with schools, colleges and universities and Charitable activities for all
• Free parking onsite

Customer Account Co-ordinator Lead
The customer account coordinator lead is responsible for establishing and maintaining relationships with customers by ensuring that all customer requirements in relation to spare parts are completely met in a timely manner.
To take responsibility of the day-to-day running of the Front Office team in order to support the customer. To be the first point of escalation with any front office issue.
The lead serves as the primary escalation point for our organization to our customers for spare parts requirements. In this position, you must convey to the customer a sense of expertise in our products and exude good customer service capabilities. The lead is also responsible for communicating customer requirements to all internal customers as necessary.

Complementary Description

As a member of the Customer Service Team, you are accountable for meeting the monthly, quarterly, and annual sales goals as well as on time delivery goals (ZOTD) of the company, ensuring the highest levels of customer satisfaction are maintained.
Responsible for assisting the Manager of the department in the management and coordination of all activities related to the department.

Lead Duties
• Assists in the direction of daily activities of the Customer Service Representatives
• Helps create an atmosphere that promotes the development of new concepts, ideas and methods to support continuous improvement in the department
• Assists in the distribution and monitoring of departmental activities, including adherence to company/departmental practices, procedures and policies.
• Assist in the management and development of all Customer Services Representatives to ensure customer satisfaction and balanced workloads
• Assists with the daily/monthly KPI's and goals for the department and contributing to the overall achievement of those goals and objectives. This includes assisting with the creation and maintaining the department's performance metrics.

Job Requirements

Essential Skills
• Must be proficient in the operation of office computers
• Must have advanced level knowledge of Microsoft Office software products (standard suite of office software products: MS Word, Excel, PowerPoint, Project, et. al.).
• Must have ability to efficiently perform multiple tasks simultaneously
• Must be able to interface with all departments within the company, as well as multi-cultural outside customers.
• Sets high standards of performance for self: assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Experience in a customer related area or proven ability to work well with customers required.

Desirable Skills
• Associate Degree in Business or related field is required; or six (6) years of experience supporting sales, marketing or customer relations. Bachelor Degree in Business or related field is preferred.

Specificity of the job

n/a

logo safran

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 79,000 employees and sales of 16.5 billion euros in 2020 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and Innovation roadmap. Safran ranks first in Forbes's 2020 list of the World's Best Employers for its sector. Safran Seats is a world leader in aircraft passenger and crew seats. One million seats made by the company are now in service worldwide.