CUSTOMER SERVICE MANAGER

Safran Group; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading international high-technology firm in Singapore is seeking a CUSTOMER SERVICE MANAGER to oversee spare parts ordering and customer communication. The ideal candidate will have a bachelor’s degree or equivalent experience, with a minimum of 2 years in a supervisory role and excellent communication skills. This position involves managing a team in an aviation-related environment and may require travel up to 20%.

Qualifications

• Minimum of 2 years of supervisory experience.
• Working knowledge of the aircraft interiors business.
• Familiar with (multi-nation) international business practices.

Responsibilities

• Manage coordination of spare parts ordering and customer communication.
• Oversee departmental activities and ensure compliance.
• Develop team members for customer satisfaction.

Skills

Excellent communication and interpersonal skills

Leadership skills

Ability to solve problems

Education

Bachelor's degree or 3 years equivalent experience

Diploma/Advanced/Higher/Graduate Diploma

Tools

MS Word

Excel

PowerPoint

Job description

Job details

GENERAL INFORMATION

Entity

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 Seats is one of the world's leading manufacturers of aircraft seats, for both crew and passengers. 1 million Safran Seats-manufactured aircraft seats are currently in service with air fleets around the world.

Reference number

2025-165012

Domain

Performance and Support

Job field / Job profile

Customer services and support - Front office

Job title

CUSTOMER SERVICE MANAGER

Employment type

Permanent

Part time / Full time

Full-time

Job description

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.
2. Duties and Responsibilities (essential functions):
   • A) Directs the activities of the Aftermarket 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.
3. Candidate skills & requirements
   • 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) Recruit, hire, onboard, train, evaluate employee performance, and initiate promotions, transfers, and corrective action
   • K) Performs other duties as assigned.
4. Qualification Requirements:
   • A) Knowledge and Skills:
     • i) Excellent communication and interpersonal skills.
     • ii) Bachelor's degree from an accredited university or college or 3 years of equivalent experience of customer, contract management or aviation industry experience.
     • iii) Minimum of 2 years of supervisory experience. Have a working knowledge of the aircraft interiors business and be capable of handling discussions on technical areas concerning Safran Seats products.
     • iv) Must be comfortable and familiar with (multi‑nation) international business practices which include being sensitive to the various cultures and/or customs of a large international customer base that the company interfaces with daily.
     • v) Demonstrated leadership skills that are effective and motivational, while being able to supervise, direct, and train departmental personnel.
     • vi) Must be able to interface with all departments within the company, including purchasing, finance, engineering, and manufacturing.
     • vii) Have a working knowledge of the aircraft interiors business and be capable of handling discussions with customers.
     • viii) Have a very good working knowledge of the standard suite of office software products (MS Word, Excel, PowerPoint, Project, et. al.).
     • ix) 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.

Physical Demands

This position requires extended periods of sitting while working with computers and viewing computer monitors and other office equipment. Finger dexterity needed in using misc. office equipment such as telephone, computer and copy machine, etc. Bending, stooping, reaching, and lifting up to approximately twenty pounds are required during tasks related to the job.

Travel

Ability to travel domestically and/or internationally up to twenty percent (20%) of the time, as required.

Job location

Asia, Singapore

36 Loyang Drive 508949 Singapore

Applicant criteria

Minimum education level achieved

Diploma/Advanced/Higher/Graduate Diploma

Minimum experience level required

More than 3 years