Customer Service Manager

The role of the Customer Service Manager is responsible for direct communication with customers, sales personnel, customer support and senior management. This role is responsible for all aspects of customer accounts including quoting and order process, contract management, organic revenue growth, and performance reporting. Additionally, this position will manage a team of Customer Service Representative's (CSR's) to achieve Customer Satisfaction. This cross divisional function will coordinate customer service specific activity across SAU/SAS/SAO functional areas.

DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Maintains strong client relationships and acts as the primary point of contact for all customer service activity.
• Regularly reviews daily activity for assigned customers to assure that questions have been answered, decisions have been acted upon, and problems have been resolved.
• Leads Customer Service Team and acts as escalation point for issues identified by CSR.
• Ensures that customer service representatives are trained and knowledgeable on the global processes.
• Ensures customer quotations and purchase orders are managed to meet expectations.
• Manages and attends meetings to resolve problems and provide solutions.
• Works with Purchasing, Operations and Sales to coordinate the purchase order flow in the warehouse/shop as required.
• Manages daily/weekly/monthly KPI's and reports for assigned accounts.
• Analyze delivery / sales performances
• Provides weekly updates on KPI's and critical requirements to the Customer Service Director.
• Identifies and attracts new business from existing customer base.
• Conducts Customer field visits and periodic program performance reviews.
• Oversees answers to all applicable correspondence by the Customer Service Reps.
• Organizes meetings with staff to discuss daily issues, problem areas and generate new ideas.
• Works with sales and purchasing on forecasting.
• Provides employee appraisals/reviews.
• Ensures that the department is in compliance with company policies and procedures.
• Monitors and ensures the AOG line is handled adequately.
• Participates to the elaboration (done by Sales Manager) of new contracts.
• Assists and performs responsibilities given by the Customer Service Director.
• Comply with and ensure that direct reports adhere to policies/procedures and regulations, i.e., handbook, training requirements, state and federal regulations, etc.

The role of the Customer Service Manager is responsible for direct communication with customers, sales personnel, customer support and senior management. This role is responsible for all aspects of customer accounts including quoting and order process, contract management, organic revenue growth, and performance reporting. Additionally, this position will manage a team of Customer Service Representative's (CSR's) to achieve Customer Satisfaction. This cross divisional function will coordinate customer service specific activity across SAU/SAS/SAO functional areas.

DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Maintains strong client relationships and acts as the primary point of contact for all customer service activity.
• Regularly reviews daily activity for assigned customers to assure that questions have been answered, decisions have been acted upon, and problems have been resolved.
• Leads Customer Service Team and acts as escalation point for issues identified by CSR.
• Ensures that customer service representatives are trained and knowledgeable on the global processes.
• Ensures customer quotations and purchase orders are managed to meet expectations.
• Manages and attends meetings to resolve problems and provide solutions.
• Works with Purchasing, Operations and Sales to coordinate the purchase order flow in the warehouse/shop as required.
• Manages daily/weekly/monthly KPI's and reports for assigned accounts.
• Analyze delivery / sales performances
• Provides weekly updates on KPI's and critical requirements to the Customer Service Director.
• Identifies and attracts new business from existing customer base.
• Conducts Customer field visits and periodic program performance reviews.
• Oversees answers to all applicable correspondence by the Customer Service Reps.
• Organizes meetings with staff to discuss daily issues, problem areas and generate new ideas.
• Works with sales and purchasing on forecasting.
• Provides employee appraisals/reviews.
• Ensures that the department is in compliance with company policies and procedures.
• Monitors and ensures the AOG line is handled adequately.
• Participates to the elaboration (done by Sales Manager) of new contracts.
• Assists and performs responsibilities given by the Customer Service Director.
• Comply with and ensure that direct reports adhere to policies/procedures and regulations, i.e., handbook, training requirements, state and federal regulations, etc.

Job Requirements

To accomplish this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

a) Knowledge and skills
• Customer oriented service.
• Strong work ethic and ability to be self-motivated
• Computer skills with knowledge of ERP/MRP, Excel spreadsheets and Word.
• Management Capability

b) Competencies
• Decision Making
• Leadership
• Problem Solving
• Planning & Organization
• Communication
• Integrity

c) Education and/or experience
• Bachelor's Degree
• 5 years minimum customer service and management experience

d) Communication Skills
• Strong oral & written communication skills essential for interaction with customers.
• Ability to make presentations

e) Physical Demands
• Ability to travel as needed domestically and internationally.

Job Requirements

To accomplish this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

a) Knowledge and skills
• Customer oriented service.
• Strong work ethic and ability to be self-motivated
• Computer skills with knowledge of ERP/MRP, Excel spreadsheets and Word.
• Management Capability

b) Competencies
• Decision Making
• Leadership
• Problem Solving
• Planning & Organization
• Communication
• Integrity

c) Education and/or experience
• Bachelor's Degree
• 5 years minimum customer service and management experience

d) Communication Skills
• Strong oral & written communication skills essential for interaction with customers.
• Ability to make presentations

e) Physical Demands
• Ability to travel as needed domestically and internationally.

But what else? (advantages, specific features, etc.)

Candidates for positions with SAU 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 & level of work performed by an employee within this position. The actual duties, responsibilities & 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 identify, national origin, disability, veteran status, genetic data or other legally protected status. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.

But what else? (advantages, specific features, etc.)

Candidates for positions with SAU 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 & level of work performed by an employee within this position. The actual duties, responsibilities & 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 identify, national origin, disability, veteran status, genetic data or other legally protected status. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.

Company Information

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 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 is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Aerosystems is one of the world leaders in aviation systems dedicated to aircraft and helicopter safety, as well as fluid and fuel management. The company is a key player in the field of flight safety (oxygen, evacuation, floatation) and participates in the decarbonization of aviation through enabling sustainable alternative fuels and new engine architectures. It has 5,200 employees in 7 countries.

Company Information

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 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 is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Aerosystems is one of the world leaders in aviation systems dedicated to aircraft and helicopter safety, as well as fluid and fuel management. The company is a key player in the field of flight safety (oxygen, evacuation, floatation) and participates in the decarbonization of aviation through enabling sustainable alternative fuels and new engine architectures. It has 5,200 employees in 7 countries.