Customer Service Representative

7 days ago

Peachtree City, Georgia, United States Safran Full time
Job Description

The Customer Service Representative is responsible for managing a customer's portfolio, ensuring timely, accurate, and professional delivery of services. This role coordinates day-to-day activities for customer requests, processes customer orders and quotes, and maintains high-quality communication with internal and external customers.

Key Responsibilities
  • Request lead time, price, and data to build quotes for non-priced materials and prepare and submit quotes to customers.
  • Liaise and follow up with internal departments to create part numbers and update pricing information in the Enterprise Resource Planning (ERP) system.
  • Follow up on quotes (RFQs) and convert them to orders (COs) in a timely manner.
  • Prepare, enter, and follow up on orders to ensure good customer relations by meeting requested delivery dates and ensuring orders comply with Safran's Terms & Conditions.
  • Review all orders' terms and conditions submitted by customers in depth to protect the company's business interests.
  • Review orders prior to entering them into the system for correct pricing, order number, and part number or description to ensure the accuracy of all data.
  • Receive, review, and acknowledge customer purchase orders, utilizing SPEC 2000/EDI/AEROXCHANGE where applicable.
  • Identify alternative solutions for required materials or requested information to respond to customer needs. Negotiate lead times with customers as needed.
  • Identify customer-critical situations and escalate them within the organization to ensure AOG/Critical orders are shipped on time.
  • Provide AWBs to customers and any requested shipping documents.
  • Work cross-functionally with other departments to resolve customer issues and escalations, including but not limited to: returns, quality issues, order discrepancies, and transportation/delivery of materials.
  • Drive exceptional customer service both internally and externally.
  • Engage in relationship-building with customers to ensure exceptional customer service and satisfaction.
  • Document any customer activity/requests in the ERP and CRM systems.
  • Respond to customers via phone, fax, email, Spec2000 (SITA), or in person within the same business day of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc.
  • Constantly monitor the backlog and proactively inform customers via phone calls of recovery plans if promise dates will slip.
  • Additional responsibilities as assigned by management.
Requirements
  • High school diploma or equivalent and 2 years of experience in the field or in a related area.
  • Previous customer service and/or industry experience preferred.
  • Excellent oral and written communication skills essential for interaction with customers, as well as excellent phone etiquette.
  • Ability to travel as needed.
Company Overview

Safran is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

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