Customer Service Representative; CSR

Customer Service Representative (CSR) I

** Job details*
* ** General information*
* ** Entity*
* Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Cabin designs, certifies, manufactures and supports innovative aircraft cabin interiors, equipment and systems, providing airlines and OEM Customers with distinctive aircraft branding, and their passengers with a safe, comfortable and enjoyable flying experience.

** Reference number*
* ** Job details*
* ** Domain*
* Programs / Customer Relations

** Job field / Job profile*
* Customer services and support - Customer support & services management (CSSM)

** Job title*
* Customer Service Representative (CSR) I

*
* Employment type

*
* Permanent

** Professional category*
* Employees / Staff

** Part time / Full time*
* Full-time

** 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 Representative (CSR) you'll play a pivotal part on our Customer Relations team.

CSR I acts as the direct liaison between Customers and Monogram Systems to complete repair requirements and notifications. The CSR will be responsible for supporting customer's repair orders (ROs) and other related activities involving order management, supporting the customer's needs related to repairs along with customer follow up.

** But what else? (advantages, specificities, etc.)*
* N/A

** Candidate skills & requirements*
* 1) Processes customer quotations, including quotations using proper methods and practices.

2) Updates the customer of the status of their quotation, request/process approvals and follow up repair order Operational Status.

3) Escalates the prioritization of the quotation as necessary.

4) Process and print Bill of Ladings (BOL) and Packing Slip, follow up shipments.

5) Create customer reports and make sure customer repairs are on time.

6) Review customer paperwork, price lists and quality paperwork to assure accuracy.

7) Responsible for promptly answering incoming telephone calls and emails in a professional manner. Provides the customer with the most recent information and updates.

8) Processes requests to meet quality scorecard goals and KPIs.

9) Receives and responds to customer complaints in quality management system, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction.

10) Creates and maintains customer data records to include receiving, in process and shipping.

11) Leading customer orders reviews weekly (or as needed) with assigned accounts.

12) May provide additional support to the general customer service team, as needed.

13) Follows Company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.

14) Performs additional duties as assigned.

15) Must have excellent written, verbal and presentation skills.

16) Must be detail-oriented and have excellent customer service, organizational and follow-up skills.

17) Must be proficient with Word, Excel and other appropriate software.

18) Attend customer meetings concerning service and support activities

** Annual salary*
* $16.90 - $24.74/hr USD

** Job location*
* ** Job location*
* North America, United States, California, Los Angeles

** City (-ies)*
* Carson

** Applicant criteria*
* ** Minimum education level achieved*
* High School Diploma/GED Equivalent

** Minimum experience level required*
* More than 3 years

** Additional Languages preferred*
* English (Fluent)

** ITAR Controlled Position:
Select "Yes" if role requires U.S. citizenship/permanent residency*
* No