Customer Service Supervisor: Lead Team & SAP Operations

Safran Electrical & Power; Sarasota (FL); On-site; USD 55,000 - 80,000; Full time

Job summary

Safran Electrical & Power in Sarasota, FL seeks a Customer Service Supervisor to lead a dedicated service centre, directing front-line business support, order management, and coordination of customer requests onsite. You will implement policies to improve efficiency and ensure consistent execution with the team.

The role requires managing SAP/ERP processes, driving KPIs like on-time delivery and customer satisfaction, and leading Lean-based continuous improvement across functions and sites.

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.
• Availability to work flexible shifts, including evenings, weekends and Holidays.
• Must have the ability to handle difficult customers and resolve issues diplomatically.

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.
• 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.

Skills

Leadership

Communication

Customer service

Team supervision

Data entry

SAP/ERP

Education

Bachelor's Degree

Tools

SAP

Job description

Safran Electrical & Power in Sarasota, FL seeks a Customer Service Supervisor to lead a dedicated service centre, directing front-line business support, order management, and coordination of customer requests onsite. You will implement policies to improve efficiency and ensure consistent execution with the team.

The role requires managing SAP/ERP processes, driving KPIs like on-time delivery and customer satisfaction, and leading Lean-based continuous improvement across functions and sites.