Aftermarket Customer Support Representative III M / F

Aftermarket Customer Support Representative III M / F

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 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Cabin designs, certifies, manufactures and supports innovative aircraft cabin interiors, equipment and systems, providing airlines and OEM Customers with distinctive aircraft branding, and their passengers with a safe, comfortable and enjoyable flying experience.

Job title : Aftermarket Customer Support Representative III M / F

Employment type : Permanent

Professional category : Administrative staff

Job field / Job profile : Customer services and support - Customer support & services training

Job description :

Address regular customer calls and emails

Support and review customer escalations for claims, invoice disputes, and overdue accounts until resolved

Resolve Returned Merchandise Authorizations, customer claims and invoice disputes

Attend CRM Front Desk requests

Ensure Customer Purchase Orders are processed accurately and entered within a timely manner using the company ERP system (M3)

Address pricing requests (RFQ) for routine and non-existent items, with various departments (Industrialization, Finance, Process Engineering, etc.) using historical data, catalogs, and a price calculator

Utilize the M3 (ERP) system to respond to customer inquiries and update Customer Pos

Participate in daily Customer PO updates with the aftermarket team (i.e., BOARD Reviews)

Collaborate with operations and supply chain to expedite orders

Assist in customer escalation with the Aftermarket Manager

Partner closely with the Integrated Project Team (IPT)

Back-up to invoicing activities, to ensure this is done timely post-shipment, ensuring tracking numbers are received

Back-up support for Pull & Ship Orders between Stockroom, QA, and Operations

Review and set up new customers

Participate in daily Customer PO updates and update priorities

Training other Customer Support Representatives, as needed

Other duties, as assigned

The Aftermarket Customer Support Representative handles customer service needs, including processing of RFQ inquiries, Purchase Orders and Invoicing with post-shipment tracking. At this Senior Level, these CSRs address regular customer calls and emails providing the utmost customer satisfaction experience. This role collaborates with Supply Chain and Operations' department, and reports to the Aftermarket Manager.

Candidate skills & requirements :

Education : High school diploma required; Bachelor's degree preferred.

Experience : Minimum of 6 years of data entry and customer service experience, preferably in a manufacturing supply chain environment.

Computer : Advanced skills in Microsoft Excel, PowerPoint, and Word. Knowledge of basic ERP / MRP functions and / or related application, required. Experience with Power BI Tools is desirable.

Annual salary : $40,270 - $68,150 USD

Job location : North America, United States, California

City : 2641 Airpark Drive CA 93455 Santa Maria

Applicant criteria :

Minimum education level achieved : High School Diploma / GED Equivalent

Minimum experience level required : More than 5 years

Additional Languages preferred : English (Fluent)

ITAR Controlled Position : Select "Yes" if role requires U.S. citizenship / permanent residency

Yes