This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time

• Request lead time, price and data to build the quote for non-priced materials and prepare and submit quotes to customer
• Consider and process customers' orders in compliance with applicable procedures, instructions and tools
• Receive, review and acknowledge customer orders, using SPEC2000/AEROXCHANGE/EDI where applicable
• Make sure orders are in compliance with Safran Terms & Conditions
• Perform order review to check the accuracy of data: for correct pricing, order number, part number, description
• Acknowledge receipt of the order towards the customer
• Negotiate lead time with customer if needed
• Identify alternative solutions for required material or requested information to response to customer needs.
• Identify Customer critical situation and escalate within the organization to ensure AOG / Critical orders are shipped on time.
• Provide AWB to the customer and any requested shipping documents
• Provide ongoing support and service to customers by responding to their information requests ensuring a good understanding of their needs, and coordinating/escalating internal requests (including but not limited to: returns, quality issues, order discrepancies, transportation/delivery of material)
• Document any customer activity/request in ERP and CRM
• Respond to the customer the same day or not later than within the same business day / within 24h of receiving their communication, The response could be the acknowledgement of the request with an estimated time for resolution.
• Monitor the backlog and pro-actively inform customers of recovery plan if promised date slips. Work closely with internal departments for sourcing and expediting and follow up to meet customer expectations.
• Work with Accounting to raise customers credit hold when needed
• Work with Export Control Officer to raise Export control authorization when applicable
• Monitor assigned customers' “credit status”, and propose, on a priority basis, items that can be shipped to customers due to their “over credit limit” circumstances
• Distribute the price lists to the customers in his/her portfolio
• Support the Customer Support Manager in the preparation of performance reviews and attend the reviews when required
• Manage Export Control aspects.
• Handle disputes related to Sales Administration:
o Manage customer complaints and ensure resolution of billing disputes.
o Contribute to the resolution of commercial or logistical disputes.
o Collaborate with the Credit Management team in overdue settlement.
• Ensure the update of new data in relevant IT systems (creating new customers accounts, requesting P/N and price creation/modification to the relevant team, etc.)
• If needed serve as AOG in rotation CSRs,
• Comply with safety and environmental standards:

a) Knowledge and Skills
• Technical aptitude
• Computer skills including Windows, Outlook, Word and Excel. ERP knowledge would be a plus
• Accurate data entry
• Ability to work with people in a team environment.
• Ability to manage multiple tasks

b) Competencies
• Decision Making
• Problem Solving
• Communication
• Integrity
• Adaptability
• Teamwork
• Work Standards

c) Education and/or Experience
• Requires a high school diploma or equivalent and 2 years of experience in the field or in a related area.
• Previous customer service and or industry experience preferred
d) Communication Skills
• Excellent oral and written communication skills essential for interaction with customers as well as excellent phone etiquette