Customer Account Representative

Customer Account Representative Job details

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 Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.

Programs / Customer Relations

Customer services and support - Customer support & services management (CSSM)

Customer Account Representative

Permanent

Professional, Engineer & Manager

Full-time

Job Summary:

The Customer Account Representative will lead and coordinate customer account activities across various functional disciplines to ensure an exceptional customer experience. Manage performance in line with customer requirements and contract obligations, terms, and conditions. Ensure timely and effective communication with customers, both internally and externally, to meet contract obligations, quality standards, profit targets, and on-time delivery expectations.

• Primary point of contact for assigned customer related inquiries and represent the voice of the customer within the facility.
• Review all quotes and both new and return orders to confirm that customer requirements are met, and documents are processed according to negotiated terms, including adherence to importing and exporting regulations.
• Process quotes and both new and return orders into the ERP system and/or other support databases. Responsible for ensuring demand alignment and accuracy of data.
• Proactively seek to increase product knowledge by working with planners, buyers, quality, and manufacturing engineering in order to improve overall customer service.
• Update customer's supplier web-based purchasing system, ensuring requirements are fulfilled on time. Interface with customer to mitigate exceptions to meeting customer requirements.
• Ensure compliance with all export control regulations- ITAR.
• Provide continuous feedback to the customer on quote and order status including, but not limited to backlog reports, portal updates, reschedule notices, verbal and written communication.
• Support pricing, delivery, administrative requirements and conditions, ensuring compliance with Safran policies, terms and conditions from proposal through shipment.
• Support the internal activities of Customer Service in achieving customer commitments.
• Support Customer Metrics by providing relevant supporting data (OE and associated data), as well as create root cause corrective action plans to improve.
• Develop, lead, and participate in Continuous Improvement initiatives to support the business in achieving our goals.
• Handle customer inquiries via both email and phone calls, addressing questions related to scheduling, quoting, and order tracking.
• Work on assignments with moderate difficulty, requiring considerable latitude of judgment in resolving issues or in making recommendations.
• Proficient with interfacing with intra-company departments relative to warranty, credit, billing, and taxes for repairs and sales of stock.
• Proficient at supporting weekly or biweekly calls with customers, including escalation calls to support Team Leader or Manager.
• Require regular Open Order Report communication for each customer.
• Usually receives little to no instruction on daily work due to ongoing…