Customer Service Representative; CSR ; H​/F - MAG Aerospace Industries, LLC

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés.

Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Cabin conçoit, certifie, et fabrique les intérieurs de cabines complets, les systèmes et les equipements les plus innovants du secteur pour offrir à ses clients du monde entier une image de marque distinctive et une expérience passagers sûre et confortable.

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.

• Processes customer quotations, including quotations using proper methods and practices.
• Updates the customer of the status of their quotation, request/process approvals and follow up repair order Operational Status.
• Escalates the prioritization of the quotation as necessary.
• Process and print Bill of Ladings (BOL) and Packing Slip, follow up shipments.
• Create customer reports and make sure customer repairs are on time.
• Review customer paperwork, price lists and quality paperwork to assure accuracy.
• Responsible for promptly answering incoming telephone calls and emails in a professional manner. Provides the customer with the most recent information and updates.
• Processes requests to meet quality scorecard goals and KPIs.
• Receives and responds to customer complaints in quality management system, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction.
• Creates and maintains customer data records to include receiving, in process and shipping.
• Leading customer orders reviews weekly (or as needed) with assigned accounts.
• May provide additional support to the general customer service team, as needed.
• 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.
• Performs additional duties as assigned.
• Must have excellent written, verbal and presentation skills.
• Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
• Must be proficient with Word, Excel and other appropriate software.
• Attend customer meetings concerning service and support activities.

Essential skills: excellent written, verbal and presentation skills; detail-oriented and strong customer service; proficient with Word, Excel and other appropriate software; ability to attend customer meetings concerning service and support activities.