Customer Service Representative M/F (H/F) - GOODRICH ACTUATION SYSTEMS LIMITED (UK)

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace. La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires.

Mission description

Safran Actuation Systems UK is a world-class centre for the design, manufacture and support of actuation and flight-control solutions used across commercial, military and rotary platforms. With major sites in Wolverhampton and Banbury, our teams play a critical role in delivering innovative, reliable and safe systems that keep aircraft performing at their best. Our UK Actuation business brings together engineering excellence, advanced manufacturing capability and a proud heritage within the aerospace sector. Whether supporting major global programmes or developing the next generation of actuation technologies, our people are at the heart of everything we do. What you'll do • Drive a culture of Customer First in all customer interactions with Collins Aftermarket Services Actuation (ASA) • Manage a portfolio of customer in the MRO as primary point of contact • Be responsible for enhancing customer information, communications, and documentation to improve service levels • Pro-actively work within a multi-disciplined team that meets Customer expectations and deadlines. • Work independently to confer with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, create and manage quotations and obtain or address customer complaints. • Schedule/Order management - Agree and manage customer delivery requirements with the Operational Team ensuring requirements and commitments are understood by all parties. This includes complex paperwork related to orders for specific Customer requirements (MOD doc, Export/End user etc.) and the order placement, amendments, quotations, expediting & release back to service. • Understand the operational contractual obligations relating to each order including warranty, penalties for late delivery and schedule adherence and ensure that obligation are met. • Use organization and product knowledge to address more difficult inquiries and provide follow up. Respond independently to call or emails to customers to provide follow-up on inquiries. • Develop documentation and standard work to solve difficult customer issues / requests / complaints. Direct queries to appropriate department or personnel, as needed. • Monitor adherence to agreed schedules, manage customer expectations and issue regular status reports. Prepare and issue performance charts for key customers. Proactive identification of operational performance issues on quotes, orders, returns ensuring appropriate issues are escalated in timely manner. • Confer with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments. • Report issues through QCPC (turn back procedure) • Resolve invoice queries to collect cash • Work in manner that adheres to all the companies Ethical Standards, Information Technology Policies, People Philosophies and EH&S Policies and Procedures.

What you'll bring • Good practical knowledge and understanding of Aerospace industries. • Experience of Customer Portals such as Exostar. • Planning and organising skills with attention to detail, data input accuracy of the greatest importance. • Flexible approach, calm under pressure and responsive to change. • Good interpersonal and people management skills • Good presentation and communication skills. • Able to empathetically communicate Customer expectations. • 5 years of relevant experience is required. • Experience in SAP and Microsoft Office preferred. • Able to undertake domestic and overseas travel as required