Customer Support Representative


Key information

Customer services and support
Program / Customer Relations
Employees / Staff
Segensworth north fareham hampshire, England, UK
Fixed Term contract, Full-time, 30th April 2020

Job description

Main Responsibilities:

The main purpose of the Customer Support Representative is to efficiently and responsively co-ordinate the customer requirements and manage every single task linked to commercial Front Office activity. Cost control is an important task regarding that position.

o Looking after a portfolio of internal and external Customer accounts and acting as the commercial interface for day to day commercial activity.
o Meet customer satisfaction and internal sales targets
o Ensure that products and services meet the requirements of customers, quality standards and airworthiness authorities.
o Work in accordance with HSE legislation, the Company Operating Systems, policies and procedures.
o Demonstrate the Company Values & Behaviours.
o Continuously identify opportunities to improve processes and working practice and take responsibility for implementing these.

Main Activities:

o Deal with incoming day to day customer queries coming into the team either by email or phone
o Choose the best commercial solution according to situation and customer needs, in coordination with CSM
o Raise quotations for every Safran HE product dealt with by Safran HEUK in line with Safran HE Commercial Policy
o Write up commercial offers factoring in the Company's Commercial Policy and forward them to customers
o Take into account internal margins and customer satisfaction
o Raise contract amendments
o Manage FO customer MRO activity (repair or overhaul of Safran HE assets, offsite intervention)
o Induct engines, modules in the maintenance centre and auxiliary power units and accessories in the repair centre.
o Monitor indicators relevant to area of activity (service rates, On time delivery, late payments etc.)
o Completion of Corporate and customers KPI's on a weekly and monthly basis
o Perform Offer and contract reviews. Review order for compliance with our quoted lead time, price, version etc.
o Manage the order book and provide updates to customers (call and email)
o Replies to customer claims
o Handle customer complaints
o Challenge technical quotes to ensure the best value for money for the customer
o Visit customers and handle customer visits
o Manage Invoicing of assets and services and payment of invoices
o Raise credit notes and commercial gestures as applicable
o AOG coverage (24/7) on rota basis
o Coordinate operations actions with Field Reps & Corporate
o Completion of weekly reports
o Deal with incoming day to day customer queries coming into the team either by email or phone
o Cross training on all products to have an understanding of all areas in the CSR team
o Initiate and take the lead on continuous improvement projects
o Weekly reporting on Customer Satisfaction
o Ensure 5S is applied (own desk, files)

Job requirements

Must :

  • • Self-starter
  • • Customer focused
  • • Attention to detail
  • • Good English – written and spoken
  • • Ability to manage large numbers of tasks with differing priorities under time pressure
  • • Good at liaising with different people
  • • Initiative taker
  • • Good commercial acumen

Should :

  • • Capability of understanding technical issues
  • • Interest in aerospace manufacturing and Aviation Maintenance

Could :

  • • Speak French or other languages
  • • SAP user

Personal Attributes :

  • • Friendly / Approachable
  • • Reliable
  • • Professional
  • • Customer orientated
  • • Hardworking
  • • Willing to travel

Complementary description

o Travel to other Safran sites if applicable (Training, Seminar, Area meetings, etc)
o Raise and review procedures as applicable
o Any other task which, from time to time, may reasonably be required to meet the needs of Safran HE and is within the remit of this post

Specificity of the job


Company information

Safran Helicopter Engines

Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with more than 91,000 employees. Working alone or in partnership, Safran holds world or European leadership positions in its core markets. Safran pursues a continuous strategy of differentiation through innovation and undertakes extensive ongoing research and development programs.

Safran is ranked among the Top 100 Global Innovators by Thomson Reuters and is featured on the "Happy at work" rankings. The Group places fourth on the Universum ranking for the favorite companies of newly-qualified engineers in France.

Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 72,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.

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