Customer Service Representative

Safran; Peachtree City (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Safran in Peachtree City, GA is seeking a Customer Service Representative to manage a customer portfolio, respond to inquiries, and process orders and quotes with accuracy.

The role requires teamwork, strong communication, and proficiency with ERP and MS Office to ensure on-time delivery and compliance with terms.

Qualifications

• Requires high school diploma or equivalent and 2 years of related experience.
• Previous customer service experience preferred.
• Strong written and spoken communication skills essential.

Responsibilities

• Respond to customer needs with timely, accurate, and professional communication.
• Process customer orders and quotes and update ERP with pricing and part numbers.
• Coordinate with internal departments to meet delivery dates and resolve issues.
• Monitor backlog and inform customers of recovery plans for delayed orders.
• Ensure compliance with Safran Terms & Conditions.

Skills

Technical aptitude

Accurate data entry

Excellent communication skills

Team collaboration

Multitasking

Education

High school diploma or equivalent

Tools

Windows

Outlook

Word

Excel

ERP knowledge

Job description

The Customer Service Representative is responsible for a Customer's portfolio. They are responsible for responding to the needs of our customers with timely, accurate and professional delivery. The CSR coordinates day to day activity for customer requests, processes customer orders and quotes, and maintains high quality and professional communication with internal and external Customers. They will ensure adherence with contractual obligations and internal processes and comply with company policy/procedure.

DUTIES AND RESPONSIBILITIES

• Requests lead time, price and data to build the quote for non-priced materials and prepare and submit quotes to customer.
• Liaise and follow up with internal department to create part number and update pricing information in ERP.
• Follows up on Quotes (RFQ) and convert to orders (CO) in a timely manner.
• Prepares, enters and follows-up orders to ensure good customer relations by meeting requested delivery dates and making sure orders are in compliance with Safran Terms & Conditions.
• Reviews all orders terms and conditions submitted by customers in depth to protect the business interest of the Company.
• Reviews orders prior to entering into system for correct pricing, order number and part number or description to ensure the accuracy of all data.
• Receives, reviews and acknowledges customer purchase orders, utilizing SPEC 2000/EDI/ AEROXCHANGE where applicable.
• Identify alternative solutions for required material or requested information to response to customer needs. Negotiate if needed lead time with Customers.
• Identify Customer critical situation and elevate within the organization to ensure AOG / Critical orders are shipped on time.
• Provides AWBs to the Customer and any requested shipping documents.
• Work cross functionally with other departments in resolving customer issues and escalations; including but not limited to: returns, quality issues, order discrepancies and transportation / delivery of material.
• Drive exceptional customer service both internally and externally.
• Engage in relationship-building with customers to ensure exceptional customer service and satisfaction.
• Document any Customer activity / requests in ERP and CRM.
• Responds to the customer via phone, fax, email, Spec2000 (SITA) or in person the same day or not later than within the same business day of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc. The response could be the acknowledgement of the request with an estimated time for resolution.
• Constantly monitor the backlog and pro-actively inform customers, with phone calls, of recovery plan if promise date will slip.

Other duties as assigned

QUALIFICATION REQUIREMENTS

• a) Knowledge and Skills
  • Technical aptitude
  • Computer skills including Windows, Outlook, Word and Excel. ERP knowledge would be a plus
  • Accurate data entry
  • Ability to work with people in a team environment.
  • Ability to manage multiple tasks
• b) Competencies
  • Decision Making
  • Problem Solving
  • Communication
  • Integrity
  • Adaptability
  • Teamwork
  • Work Standards
• c) Education and/or Experience
  • Requires a high school diploma or equivalent and 2 years of experience in the field or in a related area.
  • Previous customer service and or industry experience preferred
• d) Communication Skills
  • Excellent oral and written communication skills essential for interaction with customers as well as excellent phone etiquette
• e) Physical Demands
  • Ability to travel as needed.