Customer Service Representative

Safran is an international high-technology group, operating in the aviation, 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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran Cabin designs, certifies, manufactures, and supports innovative aircraft cabin interiors, equipment, and systems, providing airlines and OEM customers with distinctive aircraft branding, and their passengers with a safe, comfortable, and enjoyable flying experience.

Domain: Programs / Customer Relations

Job Field / Job Profile: Customer services and support - Customer support & services management (CSSM)

Job Title: Customer Service Representative (CSR) I

Employment Type: Permanent

Professional Category: Employees / Staff

Part Time / Full Time: Full-time

Here, we craft excellence together. Your mission? Making the journey the most enjoyable part of the trip. Join our first-class team to reinvent in-flight experience. In the role of Customer Service Representative (CSR) you'll play a pivotal part on our Customer Relations team. CSR I acts as the direct liaison between Customers and Monogram Systems to complete repair requirements and notifications. The CSR will be responsible for supporting customer's repair orders (ROs) and other related activities involving order management, supporting the customer's needs related to repairs along with customer follow up.

1) Processes customer quotations, including quotations using proper methods and practices.

2) Updates the customer of the status of their quotation, request/process approvals and follow up repair order operational status.

3) Escalates the prioritization of the quotation as necessary.

4) Process and print Bill of Ladings (BOL) and Packing Slip, follow up shipments.

5) Create customer reports and make sure customer repairs are on time.

6) Review customer paperwork, price lists, and quality paperwork to assure accuracy.

7) Responsible for promptly answering incoming telephone calls and emails in a professional manner. Provides the customer with the most recent information and updates.

8) Processes requests to meet quality scorecard goals and KPIs.

9) Receives and responds to customer complaints in quality management system, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction.

10) Creates and maintains customer data records to include receiving, in process, and shipping.

11) Leading customer orders reviews weekly (or as needed) with assigned accounts.

12) May provide additional support to the general customer service team, as needed.

13) Follows Company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.

14) Performs additional duties as assigned.

15) Must have excellent written, verbal, and presentation skills.

16) Must be detail-oriented and have excellent customer service, organizational, and follow-up skills.

17) Must be proficient with Word, Excel, and other appropriate software.

18) Attend customer meetings concerning service and support activities.

Annual salary: $16.90 - $24.74/hr USD

Job location: North America, United States, California, Los Angeles, Carson

Minimum education level achieved: High School Diploma/GED Equivalent

Minimum experience level required: More than 3 years

Additional Languages preferred: English (Fluent)

ITAR Controlled Position: No