Customer Service Representative

3 weeks ago

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

The Customer Service Representative is responsible for managing a customer's portfolio. They respond to customer needs in a timely, accurate, and professional manner. The CSR coordinates daily activities for customer requests, processes customer orders and quotes, and maintains high-quality communication with internal and external customers. They ensure adherence to contractual obligations and internal processes, as well as compliance with company policy and procedures.

Duties and 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 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 and 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 the same day or not later than within the same business day of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc. The response could be the acknowledgement of the request with an estimated time for resolution.
  • 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.


Complementary Description:

Candidates for positions with Safran must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position. This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group. All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic data, or other legally protected status. Safran is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please email [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis. Safran is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.

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