Customer Account Co-ordinator

2019-06-10T17:33:50.94

Information clé

Support et services client
Programme & Relations clients
Ouvrier
Pitstone, uk, Angleterre, ROYAUME-UNI
CDI, Temps complet
2019-74667

Description de la mission

Job purpose:
The Customer Account Co-ordinator will be responsible for delivering world class customer service to our global OEM and OEM and Aftermarket customers. The role holder will be responsible for managing the daily interaction with our customers and maintaining and enhancing customer relationships in order to meet organisational and operational objectives.

Principal accountabilities:

  • • Deliver front line business support and order management between Safran Electrical & Power and its global OE and Aftermarket customer base.
  • • Provide consistently high level customer services ranging through quotation, order acceptance, customer liaison for order tracking with internal Operations teams, issue resolution, invoicing, and administration of warranty claims and recovery of overdue payment in conjunction with the Customer Support Management and Finance teams.
  • • Manage the order review process ensuring all conditions are aligned to agreed Safran terms and conditions and any demand changes are reviewed with key stakeholders
  • • Liaise with the customer for any required end user statements to meet export regulations
  • • Use expertise to build strong relationships with customers and create an open and accessible communication route for free flow of information
  • • Provide a service driven customer quotation process which ensures strong links with internal functions to ensure accurate pricing and lead-times are used in all product and service proposals.
  • • Manage the conversion of spares or repair quotations into customer orders and capture market feedback database to enhance future pricing policies
  • • Liaise with key internal stakeholders to ensure customers are fully updated with order delivery status and pro-actively advised of any production delays
  • • Manage the repair exchange process where there is a risk to the achievement of agreed customer turnaround times
  • • Manage customer issue resolution in a timely manner, liaising with internal functions as required.
  • • Manage with Finance the first level overdue process through invoice query resolution and provide all required supporting information to the Customer Support Management team for escalation issues. Participate in face to face or conference call customer meetings, ensuring all order book reporting, issue resolution or key performance data is prepared in advance
  • • Manage the customer returns process, pro-actively communicating any quality alerts from customers to internal functions in parallel to arranging the return of the product
  • • Improve customer service results by supporting the implementation of re-designed processes and communicating customer service metrics.
  • • Assist with the training of new members of the Global Service Centre team

Votre profil

  • • Excellent communication skills with a proven ability to build strong relationships with both internal stakeholders and external customers
  • • Highly resilient and strong influencer with the ability to deliver a step change in approach to customer service within a fast paced environment with tight timescales
  • • Proven ability and experience to own and manage the fast resolution of complex customer issues
  • • Ability to hold first level commercial discussions with customers to drive Spares RFQ conversion, MRO customer approval or gain market feedback on competitor pricing
  • • Can demonstrate the ability to multi-task, prioritise and manage time effectively on a daily basis

  • • Evidence of written English at interview stage. This will be through providing certification of a formal English or technical qualification studied in the UK or overseas in English. If this cannot be provided you will be required to complete and pass an online SHL English comprehension test as part of the interview process.

Description complémentaire

Dimensions:
Responsibility:- Manage the daily interaction with a selection of regional OE and Aftermarket customers (Tier 2 & 3)
Customers: - 65-75 customer accounts
Financial:- Contribute to the spares sales plan through the negotiation of customer quotations into orders

Spécificités du poste

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Entité de rattachement

Safran Electrical & Power

Safran est un groupe international de haute technologie opérant dans les domaines de la propulsion et des équipements aéronautiques, de l'espace et de la défense. Implanté sur tous les continents, le Groupe emploie plus de 92 000 collaborateurs pour un chiffre d'affaires de 21 milliards d'euros en 2018. Safran occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Pour répondre à l'évolution des marchés, le Groupe s'engage dans des programmes de recherche et développement qui ont représenté en 2018 des dépenses d'environ 1,5 milliard d'euros.

Safran est classé dans le Top 100 Global Innovators de Thomson Reuters ainsi que dans le palmarès « Happy at work » des sociétés où il fait bon vivre. Le Groupe est en 4ème position du classement Universum des entreprises préférées des jeunes ingénieurs en France.

Safran Electrical & Power est l'un des leaders mondiaux des systèmes électriques aéronautiques. La société est un acteur clé dans le domaine de l'électrification des équipements de la propulsion électrique et hybride. Elle compte 12 400 collaborateurs répartis dans 12 pays.

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