Customer Service Supervisor

Safran S.A.; Town of Florida (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Safran S.A. in Sarasota, FL is seeking a Customer Service Manager to lead a dedicated service centre team delivering frontline business support, order management, and coordination of customer requests.

You will implement customer service policies to ensure consistent execution and efficiency across the team. The role involves partnering with Operations, Sales, Finance, and other departments, driving KPI improvements, and ensuring compliance with export and regulatory requirements.

Qualifications

• Bachelor's Degree required and 5+ years interfacing with customers.
• Experience supervising teams or associates and coaching to achieve daily goals.
• Strong verbal and written communication and interpersonal skills.
• Ability to adapt to various software programs and data entry.
• Willingness to work flexible shifts, including evenings, weekends, and holidays.
• Leadership and mentorship to drive KPI improvements and process audits.

Responsibilities

• Lead and develop the Customer Service team, including workload distribution, training, performance management, and process audits.
• Serve as primary escalation point for customer inquiries, urgent requests, Tier 1 accounts, and AOG orders.
• Oversee order management, contract review, quotations, invoicing, warranty administration, collections, and customer communications.
• Ensure order and demand review processes align with contractual requirements and business objectives.
• Partner with Operations, Sales, Finance, PM, Trade Compliance, and KAMs to meet customer commitments.
• Drive customer satisfaction through proactive issue resolution and continuous communication.
• Manage customer accounts, monitor order status, track delivery promises, and maintain records.
• Develop and maintain departmental procedures for order entry, contract review, and portal management.
• Support and train team on SAP/ERP processes and system updates.
• Monitor KPIs including CSAT, on-time delivery, TAT, warranty, and service levels.
• Lead Lean-based continuous improvement (PDCA, QRQC, Kaizen).
• Coordinate audits, site visits, inspections, and review meetings.
• Collaborate with domestic and international teams for knowledge transfer.

Skills

Leadership

Communication

Problem-solving

Coaching

Team management

SAP/ERP knowledge

Analytical thinking

Adaptability

Education

Bachelor's Degree

Tools

SAP/ERP systems

MS Office

Job description

Summary:

Develop and lead a dedicated Service Centre team capable of delivering front line Business support, order management and coordination of requests from internal and external customer. Implement customer service policies and procedures to ensure a proven capability. Will plan and implement Procedures for business improvement focus on consistent execution from the team providing them the tools for operational efficiency.

Work Location: On-site (Sarasota, FL.)

Essential Duties & Responsibilities:

• Lead and develop the Customer Service team, including workload distribution, training, performance management, and process audits.
• Serve as the primary escalation point for customer inquiries, urgent requests, Tier 1 accounts, and AOG orders.
• Oversee order management, contract review, quotations, invoicing, warranty administration, collections, and customer communications.
• Ensure order and demand review processes align with contractual requirements and business objectives.
• Partner with Operations, Sales, Finance, Program Management, Trade Compliance, and Key Account Managers to meet customer commitments.
• Drive high levels of customer satisfaction through proactive issue resolution and continuous communication.
• Manage customer accounts, monitor order status, track delivery promises, and maintain accurate records.
• Develop and maintain departmental procedures for order entry, contract review, customer satisfaction, and portal management.
• Support and train team members on SAP/ERP processes and system updates.
• Monitor KPIs including customer satisfaction, on-time delivery (OTD), turnaround time (TAT), warranty performance, and service levels.
• Lead continuous improvement initiatives using Lean principles, including PDCA, QRQC, and Kaizen methodologies.
• Coordinate customer audits, site visits, source inspections, and customer review meetings.
• Collaborate with domestic and international teams to support knowledge transfer and operational efficiency.
• Ensure compliance with export regulations (ITAR), D-Trade requirements, FAA regulations, and company policies.
• Support warranty contract obligations, customer recovery activities, and account performance reviews with Finance.
• Provide regular status updates, identify risks, and elevate issues as needed to leadership.
• Promote a culture of safety, teamwork, accountability, and operational excellence.
• Perform administrative duties related to customer service operations and business reporting.
• Flexibility to work additional hours during peak business periods as required.

Basic Qualifications:

• Bachelor's Degree from an accredited institution
• Minimum 5 years' experience interfacing with customers
• Experience supervising teams or associates to include the responsibility for coaching to achieve daily goals
• Strong verbal/written communication and interpersonal skills
• Excellent communication and active listening
• Experience on data entry
• Must adapt to various software programs
• Flexibility
• Strong problem-solving and decision-making abilities
• Availability to work flexible shifts, including evenings, weekends and Holidays
• Must have the ability to handle difficult customers and resolve issues diplomatically. Must have the ability to handle difficult customers and resolve issues diplomatically.
• Leadership, guidance, feedback coaching.

Knowledge/Skills:

• Leadership Skills to manage a team of support agents and coordinate with other departments effectively.
• Analytical and strategic thinking skills to identifying long-term support solutions and optimizing support processes.
• Must demonstrate coaching and mentoring skills to train and develop support agents.
• Escalation Management Skills to handle critical support issues and coordinate with other departments.
• Process improvement skills differentiate an entry-level CSR from an experienced support agent.
• Must have quality control skills to ensure that support processes and services meet the company's quality standards.
• Skills to lead and manage support projects and initiatives.

Supervisory Responsibilities

• Tracking and supervising the customer service teams, training new team members. They align the team towards the company's goals. Troubleshooting ERP, data recovery, performance optimization.
• Monitors tools and document customer communication.
• Is responsible for escalation and collaborating with development teams.

Career Path:

• Customer Service Manager
• Additional training/education or equivalent experience, as well as business need, are required for movement into higher-level jobs.

Work Environment:

Sitting 35%, Walking 10%, Standing 35%, Lifting 20% (up to 30lbs alone, then with a partner/machine).