Customer Service Rep 2

Safran; Garden Grove (CA); On-site; USD 40,000 - 65,000; Full time

Job summary

Safran in Garden Grove is seeking a Customer Service Rep 2 to support the commercial process and enhance customer happiness. This role coordinates day-to-day requests, processes orders and quotes, and maintains front-line communication with customers.

You will work with sales, engineering, qualification, and finance to ensure on-time delivery, manage order changes, and escalate issues as needed. Fluent in English; travel may be required.

Qualifications

• High attention to detail with ability to meet deadlines.
• Excellent problem solving and organizational skills.
• Excellent verbal and written communication.
• Ability to manage multiple priorities and work cross-functionally.
• Experience in data entry and customer service.

Responsibilities

• Ensure sales orders are processed accurately and entered within a timely manner using ERP system.
• Partner with IPT to ensure customer orders are processed correctly.
• Validate entered order information by checking against customer purchase orders.
• Maintain a PO entry tracker to provide visibility to Contracts and Accounting teams.
• Review aging report weekly, provide updates to Accounts Receivable regarding past due accounts.
• Fulfill a coordinating role between customer and internal stakeholders to improve satisfaction.
• Coordinate order and shipping related matters with production, planning and shipping.
• Coordinate customer complaint handling with the department manager.
• Educate internal customers on customer characteristics to improve sales and profitability.
• Proactively approach Safran customers to improve relationship.
• Perform all other duties as assigned.

Skills

Data entry

Customer service

Attention to detail

Multitasking

Communication skills

Education

High school diploma

Bachelor's degree

Tools

Microsoft Excel

PowerPoint

Word

ERP/MRP

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 Customer Service Rep 2 you'll play a pivotal part on our customer Service team. The Customer Service Representative requires a high level of internal customer engagement, plus the capability to coordinate successful integrated product offerings. The Customer Service Representative works in coordinating, supporting and improving the commercial process and positively influence customer happiness. The Customer Service Representative is responsible for coordinating day to day activity for customer requests, processes customer orders and quotes, and maintains front line communication with the customers. They update changes of order dates and ensure adherence with contractual obligations. The Customer Service Representative is accountable to performance KPIs used to monitor department performance. Additional responsibility includes escalation of customer issues to the Manager as needed.

This position contributes to our vision by:

1. Ensure sales orders are processed accurately and entered within a timely manner using company ERP system
2. Partner with the Integrated Project Team (IPT) to ensure customer orders are processed correctly
3. Validate entered order information by checking against customer purchase orders
4. Maintain a Purchase Order (PO) entry tracker to provide visibility to the Contracts and Accounting teams
5. Review aging report weekly, provide updates to the Accounts Receivable department regarding past dues accounts
6. Fulfill a coordinating role between the customer and all relevant internal stakeholders (sales, engineering/PD, qualification/certification, finance) that potentially have impact on the customer satisfaction
7. Coordinate order and shipping related matters with production, planning, shipping and responsible stakeholders
8. Coordinate customer complaint handling in cooperation with the department manager
9. Educate internal customers and departments on customer characteristics in order to improve sales and profitability
10. Proactively approach Safran customers to improve relationship
11. Perform all other duties as assigned.

Qualifications:

Level 2:

• Education: High school diploma required; Bachelor's degree preferred
• Experience: 4-5 years of data entry and customer service experience
• Computer: Intermediate skills in Microsoft Excel, PowerPoint, and Word. Knowledge and understanding of basic ERP/MRP functions and applications is preferred.
• Other Skills: High attention to detail with a demonstrated ability to meet deadlines. Excellent problem solving and organizational skills. Works well under pressure, with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment. Exceptional verbal and written communication skills. Ability to manage multiple priorities and work cross-functionally. Strong prioritizing and multi-tasking skills to work within tight deadlines
• Description: Mid/Intermediate-Level position within job role.

Working Conditions:

• Does require fluent communication in English language.
• Employment Status may be part-time, full-time, or temporary.
• Traveling is required.
• Protracted or irregular hours may be required.
• Relocation to another Safran facility may be required.

This job posting has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group.