Manager, Customer Service

Manager, Customer Service

POWERED BY TEAMWORK. Are you ready to be part of a team that drives big ideas and even bigger wins? At Safran, we believe in the power of both collaboration and individual contributions. We understand that it takes diverse perspectives, problem-solving skills, dependability, and trust to push each other forward and achieve great success. For us, working here is more than just a job; it's a passion. There's the unique opportunity to lead the way in aerospace and defense and contribute to creating a safer and more sustainable world.

We trust our employees to bring bold ideas to build the future of aerospace together, contributing to our ranking by TIME as the leading Aerospace & Defense company on the 2023 World's Best Companies list (#59 on the full list). Join our team and become part of the group that's making amazing things happen on the ground and in the skies. Together, we'll proudly step back and say, "We did that."

In the role of Manager, Sales Support you'll play a pivotal part on our Customer Support team. The Sales Support Manager is responsible for overseeing the Customer Service Representative Team for ensuring timely, accurate order processing and responding. The 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 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
• 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
• 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 rapport 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

Safran Cabin headquarters are in Huntington Beach, California, with a global presence of over 11,000 employees at 36 sites. Site locations are in the United States, Mexico, Brazil, Canada, Germany, France, Czech Republic, the Netherlands, Tunisia and Thailand. Safran Cabin serves over 400 airlines and leasing companies globally and delivers to all airframe OEM manufacturers with a heritage spanning over 80 years in the industry.

Your Career: Safran is committed to providing internal mobility to our employees. We operate globally so the sky is the limit of where your Safran journey can take you.

Your Development: Safran employees have free access to Safran University courses and external tuition reimbursement for approved programs or certifications.

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, Safran Perks with BenefitHub - Employee Discounts & Rewards Marketplace for consumer products/services and more!

Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan.

The expected salary range for this position is between $78,130 - $122,770 USD. Actual compensation will be determined based on experience, education, and other factors permitted by law.

Candidate skills & requirements

At Safran Cabin, diversity & inclusion is a source of richness that adds quality of life, performance, and innovation. We welcome diverse contributions and 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.

We seek service-oriented team players with strong interpersonal skills and a positive attitude, adaptable to our innovative and evolving environment.

Across all team members, we are looking for the following attributes:

• Team oriented
• Process focused
• Open & honest communication
• Quality minded
• Ability to persevere and honor commitments
• Recognizes success
• Executes with urgency
• Creates solutions
• Customer focused in everything we do

Qualifications:

• 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.

Description: Entry - Mid Level position within field

Annual salary

$78,130 - $122,770

Job location

North America, United States, California

City (-ies)

Carson

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 5 years