Customer Service Manager (H/F) (M/F)

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 83 000 collaborateurs pour un chiffre d'affaires de 19,0 milliards d'euros en 2022, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.



Safran est dans le top 30 des meilleurs employeurs mondiaux 2022 selon le magazine Forbes.



Safran Aerosystems est leader mondial des toboggans d'évacuation et des systèmes oxygène. La société est un acteur majeur dans les systèmes de sécurité et les systèmes de fluides pour les avions et les hélicoptères.

Mission description

The Customer Service Manager r is responsible for overseeing the Customer Service Representative Team and ensure timely, accurate order processing and responding. The Manager will manage and track approved customer RFQ, orders and billing, as well as, work closely with the Contracts team and Program Management organization, to address and resolve any order issues. This job reports to the Sales Support Director.



Summary of Duties:

• Ensure the team processes internal and external customer purchase orders and requests, in a timely manner

• Review customer orders - EDI, web portal based, e-mail, for accuracy

• Take an active role in identifying and resolving any order issues

• Understand all aspects of the Order Management process

• Provide Order Processors with training and guidance; assist co-workers with resolutions of issues on orders.

• Develop, document, existing and new processes/procedures

• Partner with Sales, Operations, Quality & Finance to streamline interconnecting processes impacting Order Management

• Maintain the company's order processing manual

• Review daily order deck to ensure order accuracy

• Monitor Order Processing productivity and SOM activity through Order Management

• Ensure team can effectively resolve customer issues/concerns

• Respond to customer escalated inquiries and requests

• Develop and maintain excellent rapport with customers, both internal and external

• Manage customer's backlog order and customers' billing process

• Maintain working knowledge of M3 products and order processes

• Perform other ad hoc duties as assigned

• Manage department's schedule to attend shipping/production needs

• Track and make sure billing and invoice reach to customer successfully

• Assist with billing dispute if needed

• Work with Program Management and the Contracts team to reduce errors, double activities and inefficiency.

• Customarily and regularly directs the work of two or more employees

• Responsible for hiring, termination and the advancement/promotion of employees

• Customarily and regularly exercises discretion and independent judgment