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Customer Service Representative - Military

Published
Customer services and support Grand Prairie , Texas , United States Permanent Full-time Bachelor's Degree More than 3 years
Published

Job Description

1.0 Summary of Job Purpose:

Manage and coordinate all of the customer support and service aspects of Safran Helicopter Engines USA's customers within a given region. This customer-oriented role represents Safran Helicopter Engines USA, provides product and service information, resolves problems, handles email and phone calls with accuracy, efficiency, and ensures excellent service standards while maintaining high internal and external customer satisfaction.


2.0 Essential Duties and Responsibilities:

The ideal candidate will provide customer support to the U.S. Government Customers and other assigned agencies. Primary duties and responsibilities include, but are not limited to the following:
• Act as a liaison between SafranHE USA and the customer in matters pertaining to contractual requirements
• Review and process daily customer requests for parts and/or services
• Manage, induct, and track customer property through each phase of WIP, working closely with the customer and the MRO Shop to meet contract delivery schedule and customer requirements
• Prepare work orders and sales orders to facilitate customer sales and repair work
• Prepare quotes for spare parts, MRO repairs, and rental assets
• Maintain back order reports and work with Materials Management team to ensure on-time delivery
• Maintain contract deliverables; ensuring information is provided to the customer as agreed upon
• Create and maintain organized filing systems and electronic record keeping
• Work with Key Account Managers to execute the business plan to secure forecasted revenue goals
• Process invoices and send to the customer, working with the Finance team and the customer to resolve any discrepancies or disputes
• Resolve complaints by providing accurate and timely resolution to customer inquiries; escalating to management if necessary
• Ensure Field Service Representatives are kept abreast of any pertinent information that is exchanged with customers in relation to AOGs or impact to mission requirements
• Appropriately handle confidential and sensitive information
• Assist department Vice President, Director, and Key Account Manager as directed
• Meet and/or exceed customer's expectations with a positive attitude
• Travel required – 5%, including internationally
• Required rotating On Call duty

Job Requirements

3.0 Required Competencies; Education / Knowledge / Skills and Abilities:

• Bachelor's degree or 3 to 5 years of customer relations experience in aviation and/or training; or equivalent combination of education and experience
• A strong background in logistics/scheduling and provisioning management is preferred
• Intermediate computer skills with knowledge in Microsoft Office: Outlook, Word, and Excel
• Knowledge in SAP preferred
• Ability to comprehend aviation Maintenance Manuals, Illustrated Parts Catalogs, and Tooling Catalog
• Must be able to pass government background check for receipt of Common Access Card (CAC)

4.0 Physical Requirements:

• 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

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 Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.