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Customer Service Representative 3 (Repair Station)

Company : Safran Seats Job field : Sales & Marketing Location : Gainesville , Texas , United States Contract type : Permanent Contract duration : Full-time Required degree : High School Diploma/GED Equivalent Required experience : More than 3 years Spoken language(s) : English Fluent Salary range : market rate

Job Description

1. Occupational Summary (Position Objective & Authorities)

The Customer Service Representative (CSR) 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.

The CSR serves as the primary focal 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 CSR is also responsible for communicating customer requirements to all internal customers as necessary. This includes purchasing, engineering and manufacturing, in accordance with company policies and procedures.

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 (Spares COTD) of the company, ensuring the highest levels of customer satisfaction are maintained. This position works under general supervision, under the supervision of the Customer Service Lead and Front Office Manager.

This position has the authority to waive expedite fees with our customers as they feel comfortable. Waiving MOQ's when stock is available and no future requirements.

1. Essential Functions (Duties and Responsibilities)

A) Acts as the primary liaison between the customer and Safran Seats relative to spare part sales. This includes interfacing with finance, engineering, manufacturing, production control, pricing and purchasing departments as required. Typically, this would consist of advance customer accounts due to the level of expertise.
B) Prepares Pricing Quotations and follows-up on customer inquiries.
C) Process customer purchase orders utilizing internal operating systems and acknowledge the delivery date to customer.
D) Monitors sales and delivery of spare part orders for assigned customers. Manage orders to ensure data, dates, and commitments accurately reflect our customer's expectations.
E) Provides technical assistance and information to customers.
F) Mitigate complaints and settle customer disputes; to include quality concerns and credit memos.
G) Contribute to team success during workload cycles to ensure customer demands are met for all accounts.
H) Performs other related duties as required, which includes any customer related items which could include but is not limited to accounts receivable, product support, warranty, or seat related issues.
I) Required to participate in the rotation of the AOG cell phone.
J) Participate in Tiger Teams or other special teams to support their assigned customer. Responsible for accurate and timely response to all customer requests.
K) Participates in company training and innovations as required.
L) Potentially acts as a key user for the Front Office
M) Assists with training for all CSR's
N) Performs other duties as assigned.

Job Requirements

1. Qualification Requirements

A. Education & Qualification
• High School Diploma or equivalent.
• Associate Degree in Business or related field is preferred.
• Bachelor's Degree in Business or related field is preferred. Experience in a customer related area or provien ability to work well with customers is required.

B. Work Experience - Technical knowledge
• With a High School Diploma, an additional four (4) years of experience in a customer related area or proven ability to work well with customers required.
• With an Associate's degree, an additional two (2) year of experience in a customer related area or proven ability to work well with customers required
• Two of the additional years of experience must come from within Safran Seats.
• Experience in a customer related area or proven ability to work well with customers required.

C. Professional 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 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.
• Must be able to work extended hours as needed

D. Behavioral Skills:
• 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.
• Customer Focus: Make customers and their needs a primary focus of one's actions; develop and sustain productive customer relationships.
• Inspire Others: demonstrate positive attitude
• Presentation Skills – prepare and present presentation internally and externally
• Ability to adapt to change in processes and offer critical thinking of ways to improve

E. Desirable Aspects: Knowledge of how the Safran Seats business units' production operates

Physical Demands: • This position requires extended periods of sitting while working with computers and viewing computer monitors and other office equipment. Finger dexterity needed in using misc. office equipment such as telephone, computer and copy machine, etc. Bending, stooping, reaching, and lifting up to approximately twenty pounds are required during tasks related to the job.

Work environment: The work environment includes office setting with moderate office noise.

Specificity of the job

International and/or Domestic travel required; add estimated percentage of time 5 percent

Locate your future workplace

2000 Weber Dr TX 76240


Texas United States

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employees worldwide
Number of countries where Safran is located
business area families