Customer Support Representative

Entity
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 92,000 employees and sales of 23.2 billion euros in 2023, and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.
Safran is in the 1st place in the aerospace and defense industry in TIME magazine's "World's best companies 2023" ranking.

Safran Electronics & Defense is an international company with over 12,000 employees. They mobilize their expertise and team spirit to design high-tech solutions in the aerospace, defense, and space industries. By combining human and technological intelligence, the company develops products and services to help civilian and military players observe, decide and guide on land, at sea, in the sky, and space. And thus contribute to a safer world.

Reference number
2024-145679

Job details
Domain

Programs / Customer Relations
Job field / Job profile

Customer services and support - Front office
Job title

Customer Support Representative
Employment type

Permanent
Professional category

Administrative staff
Part time / Full time

Full-time
Job description

Summary of Job Purpose
- Accountable for all aspects of customer repairs and sales of spare parts across all products manufactured or supplied by Safran Electronics & Defense, Avionics USA, including rentals and exchanges, spare.
- Maintain and improve customer satisfaction by providing customers with the highest level of customer service possible.

Essential Duties and Responsibilities:
- Establishes and maintains effective professional relationships with customers through constant communication.
- Prepares and submits quotations for all repairs (in-house and outsourced)
- Processes outright sales to customers.
- Processes and follows up on customer outright purchase orders; including order entry, coordinating shipping and identifying customer's credit standing.
- Prepares status updates for each status request submitted by customers.
- Processes warranty/non-warranty exchange requests.
- Maintains resale files for all orders received (open and closed).
- Maintains back order data, releasing parts once received.
- Works closely with Safran Electronics & Defense, Avionics USA purchasing to ensure on-time delivery for backordered items.
- Processes rental/loaner requests.
- Tracks return of cores from customers in a timely manner.
- Invoices customer based on approved quotations once repairs are returned to customer.
- Maintains closed work order files.
- Communicates accurate information in a timely manner.
- Ensures Business Segment Managers are kept abreast of any pertinent information that is exchanged with customers in relation to AOG's, critical requirements, etc.
- Divulging of confidential and/or sensitive information could lead to damage to the reputation and/or competitive posture of Safran Electronics & Defense, Avionics USA.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Comply with all safety, health and environmental regulations as prescribed by law, company's policies and regulations requirements. Pro-active in the Safran HSE standards and procedures within their daily work, staying alert to potential safety hazards when learning or implementing something new (skills and/or equipment)
- Other duties as required
Travel specifictity

Less than 5% required
Candidate skills & requirements

Required Competencies:

Education / Experience:
- Bachelor's degree or 5+ years in aviation related experience and/or training; or equivalent combination of education and experience.
- Familiarity/knowledge of the customers related to Safran Electronics & Defense, Avionics USA.
- Strong knowledge of aviation community and requirements associated with industry.
- Proficient / Expert level - Microsoft Office: Outlook, Word, Excel, PowerPoint
- Knowledge of professional practices, sources of information, rules and regulations that can be applied immediately.
- Must be authorized to work in the United States without company sponsorship.
- This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. Persons within the meaning of ITAR. ITAR defines a U.S. Persons as a U.S. Citizen, U.S. Permanent Resident (i.e. green card holder), political asylee or refugee.

Skills and Abilities:
Job knowledge
Build sustainable relationships with customers
Provide expedient follow up to customers' questions and concerns
Knowledge of FAA regulations and understanding of Quality requirements
Knowledge of Safran Electronics & Defense, Avionics USA products
Communicate effectively with internal and external customers
Send quickly accurate invoices to customers
Maintain closed work order files
IT Tools: Office and ERP (ability to use the software to quote, to generate reports upon customers request, etc)

Leadership skills / Management skills / Personal skills:
Team work
Communication skills
Negotiation skills
Customer-oriented
Annual salary

CUS000
Job location
Job location

North America, United States, Texas
City (-ies)

Grand Prairie

Applicant criteria
Minimum education level achieved

No Degree
Minimum experience level required

More than 3 years