Global Customer Service Rep

3 weeks ago


Singapore SAFRAN ELECTRONICS & DEFENSE SERVICES ASIA PTE. LTD. Full time
Roles & Responsibilities

As a member of the sales team, the "Global CSR" has the following scope and objectives:

  • Ensure effective communication with our "key accounts" clients regarding the repair and spare parts orders they send us:
  • Specifically, they ensure the consolidation of client needs through periodic conference calls, regardless of which SED repair workshop is involved (in France, Grand Prairie, or Singapore).
  • They provide responses or alternatives to these needs by consulting various internal stakeholders within SED.
  • They resolve disputes or blockages, including unpaid invoices, by working with customer support or program teams when necessary.
  • Manage the resolution of AOGs (Aircraft on Ground) for the client portfolio they are responsible for.
  • Provide on-call support outside of regular working hours, in rotation with colleagues, and assist our service provider who manages 24/7 client interface.

To achieve this, the Global CSR is responsible for the following tasks:

  • Ensure proactive communication with assigned clients.
  • Prepare and conduct ongoing reviews of repair and spare parts orders with clients.
  • If possible, anticipate client emergencies and propose alternative solutions.
  • To carry out their mission, the GCSR relies on:
    • CSSM (Customer Support Service Management)
    • Repair & spare parts Customer Support Representative Teams
    • Debt Recovery & Management with customer
    • The Supply Chain responsible for managing specific stocks (AOG, dedicated stocks, etc.)
  • Weekly meetings with customers
  • On-call duties one week per month in support of our service provider
  • Performance Criteria (KPIs)

o Client feedback on communication quality

o Level of outstanding payment

o % of AOGs covered on time

Experience & Qualification Required

  • A 5 to 10 years experiences on customers' support ideally in aerospace sector
  • A Engineering or Business Bachelor's degree,
  • Fluent in English, both written and spoken;
  • Able to work in a Fast-Pace Environment
  • Dynamic, persistent, and to pursue customer satisfaction.

· Strong negotiation, interpersonal & communication skills

· Strong business acumen with good data and analytical skills

· Ability to evolve in an international environment with strong multi-cultural and multi-client challenges, which includes being sensitive to the various backgrounds, experiences and cultures.

Tell employers what skills you have

Negotiation
Analytical Skills
Service Management
Consolidation
Customer Support
Business Acumen
Supply Chain
Aerospace
Sheet Metal
Aircraft
Communication Skills
Customer Satisfaction
Consulting
Customer Service
Proactive Communication

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