Global Customer Service Rep

7 days ago

Singapore Rocket Lab Full time

Global Customer Service Rep (Customer Accounts Management)

Published

Company : Safran Electronics & Defense Services Job field : Customer services and support Location : Singapore , Singapore Contract type : Permanent Contract duration : Full-time Required degree : Bachelor's Degree Required experience : More than 5 years Professional status : Professional, Engineer & Manager

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Job Description

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:
o CSSM (Customer Support Service Management)
o Repair & spare parts Customer Support Representative Teams
o Debt Recovery & Management with customer
o 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

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