Front Office Manager

1) Occupational Summary:

The Manager of the Front Office – Aftermarket will be responsible for the management and coordination of all activities related to each active customer's spare parts ordering within the Safran Seats Customer Support & Services organization in the Singapore location. The Manager of the Front Office is responsible for consistent, timely, and precise communication to the customers (both internal and external) on all issues related to their orders.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. The Manager is also responsible for coordinating with fellow managers within the department to ensure the timely and accurate delivery of all customer spare parts orders.

2) Duties and Responsibilities (essential functions):

A) Directs the activities of the Customer Service Spares, while ensuring that departmental budgets are adhered to. This includes, but is not limited to backlog management of the customer; preparing spare parts pricing quotations; following up on inquiries; receiving of customer purchase orders; reviewing customer orders for accuracy, completeness, and ability to accept; acknowledging the customer order; entering the customer order into Safran Seats Customer Support & Services MRP system; identification and adjustment of departmental processes that prohibit or restrict timely fulfillment of customer orders, as well as others.
B) Creates an atmosphere that promotes the development of new concepts, ideas and methods to support continuous improvement in the department.
C) Responsible for the distribution and monitoring of departmental activities, including adherence to company/departmental practices, procedures, and policies.
D) Manages and develops all team members to ensure customer satisfaction and balanced workloads.
E) Develops and maintains relationships with Internal and External Customers, Distributor Partners and Customer Experience Staff.
F) Acts as the escalation point between the customer and Safran Seats Services, and operations relative to aftermarket sales. This includes aftermarket activity departmental interface with finance, program management and engineering, operation; as necessary.
G) Monitors sales and delivery of spare part orders for all customers, which includes but not limited to the pricing and lead time.
H) Responsible for KPI tracking of department goals & objectives and contributing to the overall achievement of those goals & objectives. This includes creating and maintaining the department's performance metrics.
I) Will be responsible to attend customer meetings as requested
J) Performs other duties as assigned.

3) Qualification Requirements:

A) Knowledge and Skills:

i) Excellent communication and interpersonal skills.
ii) Must be comfortable and familiar with (multi-nation) international business practices which includes being sensitive to the various cultures and/or customs of a large international customer base that the company interfaces with daily.
iii) Demonstrated leadership skills that are effective and motivational, while being able to supervise, direct, and train departmental personnel.
iv) Must be able to interface with all departments within the company, including purchasing, finance, engineering, and manufacturing.
v) Have a working knowledge of the aircraft interiors business and be capable of handling discussions with customers
vi) Have a very good working knowledge of the standard suite of office software products (MS Word, Excel, PowerPoint, Project, et. al.)
vii) Must be able to work extended hours as needed.

B) Competencies:

Acts in accordance with company values and related competencies.

C) Communication Skills:

Must have the ability to generate written communication and to operate required office equipment. Ability to read and review written communication. Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.

D) Reasoning Ability:

Ability to solve problems and think strategically.