Customer Service Manager (AOG)

Safran; Garden Grove (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health care

401(k) with company match

Paid time off

Employee discounts

Job summary

Safran Cabin seeks a Manager, AOG Sales Support to lead the Customer Service Representative Team handling AOG orders, RFQ, orders and billing, and to collaborate with Supply Chain and Program Management to address issues. This role reports to the Sales Support Director.

The position emphasizes timely processing, accuracy, staff training, and continuous improvement of order workflows to maximize customer satisfaction and efficiency.

Qualifications

• Bachelor's degree in Business or a related field is preferred.
• 5+ years of experience in Order Management processing is required.
• 2+ years of experience leading or managing people are required.

Responsibilities

• Oversee the Order Management team for AOG orders and billing.
• Review orders from EDI, web portal, and email for accuracy.
• Identify and resolve order issues to maintain accuracy and customer satisfaction.
• Provide training and guidance to Order Processors; support issue resolution.
• Develop and maintain standard workflows and documentation for order processes.

Skills

Problem-solving

Organization

Attention to detail

Communication skills

Education

Bachelor's degree in Business or related field

Tools

Microsoft Excel

PowerPoint

Word

ERP/MRP knowledge

Job description

Here, we craft excellence together. Your mission? Making the journey the most enjoyable part of the trip.

Join our first-class team to reinvent in-flight experience. In the role of Manager, AOG Sales Support, you'll play a pivotal part on our Customer Service team. The AOG Sales Support Manager is responsible for overseeing the Customer Service Representative Team for AOG and ensure timely, accurate order processing and responding. The AOG Sales Support Manager will manage and track approved customer RFQ, orders and billing, as well as, work closely with the Supply Chain team and Program Management organization to address and resolve any order issues. This job reports to the Sales Support Director

This position contributes to our vision by:

• Ensure the team processes internal and external customer purchase orders and requests in a timely manner
• Review customer orders (EDI, web portal based, e-mail) for accuracy
• Proactively identify and address issues with orders, ensuring timely and effective resolution to maintain accuracy and customer satisfaction Understand all aspects of the Order Management process
• Provide Order Processors with training and guidance; assist co-workers with resolutions of issues on orders.
• Evaluate current processes and procedures, refine and finalize them, and create comprehensive documentation for both new and existing workflows
• Partner with Sales, Operations, Quality & Finance to streamline interconnecting processes impacting Order Management
• Maintain and update the company's order processing manual by evaluating current procedures, integrating necessary updates, and ensuring clarity and alignment with company standards and industry requirements. Ensure order accuracy by reviewing daily order deck
• Monitor Order Processing productivity and SOM activity through Order Management
• Ensure team can effectively resolve customer issues/concerns
• Analyze and evaluate complex customer issues to determine appropriate resolutions
• Develop and maintain excellent report with customers, both internal and external
• Manage customer's backlog order and customers' billing process
• Ensure continuous training and up-to-date knowledge of M3 products and order processes
• Track and make sure billing and invoice reach to customer successfully
• Work with Program Management and the Contracts team to reduce errors, double activities and inefficiency.
• Oversee and manage team operations, including directing work assignments, making personnel decisions (hiring, terminations, and promotions), and coordinating employee schedules to ensure efficient workflow and alignment with organizational goals Ensure and audit any implementation of the new tool or platforms
• Create KPI and monitor KPI for the team
• Work extended hours at month end/quarter end as required (could include weekends)
• Perform other ad hoc duties as assigned

But what else? (advantages, specificities, etc.)

Safran Cabin is #1 worldwide for business and regional aircraft interiors.

Here, you will build your skills and grow with a community of experts to enrich yourself every day.

Here, collaboration is embodied within the diversity of our teams all around the world.

Here, we're cutting our emissions, not your ambitions.

Together, let's shape the sustainable future of aeronautics. Learn more about Safran Cabin!

• Your Benefits: Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, and employee discounts & rewards for consumer products/services and more!
• Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan.(Bonus eligible positions only) Remove if not applicable.

At Safran Cabin, we provide equal employment opportunity to all individuals regardless of race, color, religion, sex/gender, sexual orientation, gender identity/gender expression, marital status, pregnancy, age, national origin, ancestry, disability/medical condition, military or veteran status, citizenship status, genetic characteristics or information, or any other characteristic protected by applicable federal, state, and local laws.

Education: Bachelor's degree in Business or a business-related field preferred

Experience: 5+ years of experience of Order Management processing.

Experience: 2+ years of experience leading or managing people.

Other Skills: Problem-solving, well organized, detailed oriented and accurate, excellent written and verbal communication skills. Advanced skills in Microsoft Excel, PowerPoint, and Word. Knowledge and understanding of basic ERP/MRP functions and applications is preferred.