Customer Service Administrator

Safran; Stafford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading aerospace technology firm in the UK seeks a motivated MRO Storefront Administrator & Customer Service Representative to support high-volume administrative activities. This role involves managing customer inquiries, coordinating with repair sites, and maintaining data accuracy in SAP. Candidates should have a strong customer service mindset, attention to detail, and experience with ERP systems. The position offers competitive salary, performance bonuses, and opportunities for training and advancement within a customer-based operating model.

Benefits

Competitive salary

Company performance bonus scheme

Pension scheme - up to 10% employer contribution

Private medical insurance

Comprehensive health cash plan

25 days annual leave + bank holidays

Flexible benefits programme

Qualifications

• Experience in an administrative, customer service, or operational support role.
• High attention to detail and ability to work with transactional systems.
• Willingness to learn end-to-end MRO processes.

Responsibilities

• Manage high-volume administrative tasks for MRO operations.
• Respond to customer inquiries and provide status updates.
• Coordinate with external MRO repair sites for technical inputs.

Skills

Customer service mindset

Professional communication skills

Attention to detail

Experience with SAP or similar ERP systems

Tools

SAP

Job description

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 Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.

What do we offer?

• Competitive salary
• Company performance bonus scheme
• Pension scheme - up to 10% employer contribution
• Private medical insurance
• Comprehensive health cash plan
• 25 days annual leave + bank holidays
• Flexible benefits programme (buy & sell holiday allowance, discounted gym memberships, Maternity/ adoption leave- up to 52 weeks, first 26 weeks at full pay, subsequent 26 at 50% (basic pay))
• Structured training & opportunities to progress

What does the role look like?

We are looking for a motivated and detail-oriented MRO Storefront Administrator & Customer Service Representative (CSR) to join the MRO Storefront team during a period of significant transformation. This role will initially focus on supporting high-volume administrative and transactional activities required to stabilise and operate the current MRO Storefront, while progressively evolving into a customer-owned, end-to-end service role over time.

At present, the Storefront function manages a substantial amount of manual and administrative work, including central inbox management, SAP data entry, unit induction, quoting activities, and coordination with MRO repair sites. The successful candidate will play a key role in executing these activities accurately and efficiently, ensuring continuity of service for customers and Repair Operations.

The long-term objective-led by the MRO Storefront Team Leader and the Repair Operations Director-is to progressively eliminate manual and low-value administrative work through process improvement, automation, and system enhancements, enabling the full Storefront team to transition to a customer-based operating model.

By the end of 2026, the target state is for each CSR to have ownership of a defined group of customers, managing the MRO process end-to-end from induction to invoicing, supported by a mature, standardised, and automated process framework. This evolution will be enabled through structured training, capability development, and phased organisational change.

What will your day-to-day responsibilities look like?

Initial focus (current-state responsibilities)

• Manage high-volume administrative tasks supporting MRO Storefront operations, including:
  • Monitoring and managing the central Storefront inbox.
  • Performing manual SAP transactions, including unit inductions, order creation, and quotation setup.
  • Supporting the quotation process, including customer interactions and coordination with MRO repair sites.
• Respond to customer inquiries, providing accurate status updates and information.
• Coordinate closely with external MRO repair sites to gather technical, scheduling, and pricing inputs.
• Maintain accurate and complete data within SAP and supporting systems, ensuring traceability and compliance.
• Support order management, scheduling alignment, and customer communication across the repair lifecycle.
• Assist with invoice query resolution and turnback collection activities, escalating issues as required.
• Report operational issues through the Quality, Cost, Delivery, People, Safety (QCPC) process.
• Escalate complex customer or operational issues to the MRO Storefront Team Leader.

Evolving responsibilities (future-state objective)

• Transition toward dedicated customer ownership, managing a defined portfolio of customers.
• Take end-to-end responsibility for customer accounts, from induction through repair coordination to invoicing support.
• Proactively manage customer expectations, delivery commitments, and communication.
• Reduce reliance on manual work by adopting improved processes and automated solutions.
• Act as a knowledgeable and empowered customer interface, resolving issues independently within defined governance.
• Actively contribute to process standardisation, documentation, and continuous improvement initiatives.
• Support the Storefront Team Leader in embedding the customer-based operating model across the team.

What will you bring to the role?

Essential skills and experience

• Strong customer service mindset with clear, professional communication skills.
• Experience in an administrative, customer service, or operational support role within an Aftermarket, MRO, or service-driven environment.
• High attention to detail and comfort working with manual, transactional system activities.
• Working knowledge of SAP (Sales & Distribution modules preferred) or similar ERP systems.
• Ability to work in a structured, process-driven environment while adapting to change.
• Willingness to learn end-to-end MRO processes and progressively take on increased responsibility.

Desirable skills and experience

• Exposure to aerospace MRO or defence-related environments.
• Understanding of quoting, invoicing, turnback management, or cash-collection processes.
• Awareness of export control requirements, including EUUs and export licences.
• Familiarity with Continuous Improvement or Lean principles.

Aspiration to develop into a full customer-ownership role within a customer-based Storefront organisation.