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Customer Service Leader (EMEA)

Published
Company : Safran Job field : Sales & Marketing Location : Gloucester , England , United Kingdom Contract type : Permanent Contract duration : Full-time Professional status : Employees / Staff
Published

Job Description

CFM Materials LP is a joint venture of GE and Safran Aircraft Engines and is the world's largest provider of used serviceable material for CFM56 engines. We support companies worldwide through warehouses and sales offices near DFW Airport (TX, USA), Amsterdam (Netherlands), Cardiff (Wales) and Singapore.
In addition to its core operation, the company also sells surplus inventories for CFM International and provides inventory for its parent companies' MRO (maintenance, repair and overhaul) network around the world.

This role is part of the EMEA Team based in our Treforest, Cardiff office reporting into the VP Customer Solutions. The purpose of the role is to provide effective support and direction to the regions Customer Service Managers and Customers, and to continually strive to improve service excellence by pro-actively developing relationships and delivering a professional service.

Essential Functions/Responsibilities:
Interaction with customers at a management level.
Ensuring Customer Service Managers are correctly trained and follow relevant business practices and procedures.
Mentoring and developing the customer service team to include annual performance reviews(PDR's) and the development of training plans.
Encourage and energise the team to constantly delivery the best in Customer Service.
Monitor KEY KPI's (e.g. Customer Service Level) and lead resultant actions.
Lead/Support key business projects and CAM team to drive improvement and excellence.
Provide customer advocacy and present customer needs to help guide company policy and direction.
Coordinate regional teams reporting, goals, and objectives.
Review all customer concerns and requests to return material.
Develop relationships and a pro-active approach with customers, understanding their requirements.
To be the Initial point of escalation for customer concerns and questions.
Offer support for operational changes and gives feedback on the impact of change to management.
Ensure that service to the customer is always of the highest standard and quality.
Support all day-to-day material requests, from the point of Quote to Sale and Remittance.
Oversee and report on all contract performance data.
Regularly update VP of Customer Solutions on region activities, working with customer service team to raise key issues and recommend solutions.
Partner with Regional Sales lead to develop tactics and actions required to support implementation of business strategy.
Manage cross functional relationships with other departments within CFMM.

Supervise local team of Customer Service and Senior Customer Service Managers

Competencies
Provide Flexibility
Works effectively as ‘part of the Company team', communicates positively at senior levels both internally and externally.
Demonstrate responsible decision making when balancing Customer Advocacy & Business needs.
Excellent interpersonal, comms, organizational, and time management skills

Complementary Description

Why us?

Our benefits:
•Quarterly Sales bonus based on performance and achieving set sales targets
• Hybrid working model of 3 Days office based 2 days working from home
• Flexible Working (Around the Core Hours)
• Company Pension contribution of 9% which increases to 10% if a 5% personal contribution made
• Life Assurance / Death in Service
• On-site parking
• Safran Share Purchase Scheme
• 25 days annual holiday plus all statutory bank holidays
• Annual Leave Purchase Scheme
• Private Health Insurance
• Other benefits include Cycle to Work scheme; shopping discounts,

Job Requirements

What do you need from me?

Must have substantial knowledge of the CFM56
Significant experience in the aviation industry.
Successful track record in a similar capacity working with customer/contract management experience.
A professional relationship-oriented approach to managing successful customer accounts

Desirable:
Educated to Degree level

Specificity of the job

UK, Europe some possible ad hoc travel to USA

Locate your future workplace

Cheltenham Road East GL2 9QH

Gloucester

England United Kingdom

Copy Address
83,000
employees worldwide
27
Number of countries where Safran is located
35
business area families