Customer Service Representative - Goodrich Actuation Systems Limited

Customer Service Representative M/F (H/F) - GOODRICH ACTUATION SYSTEMS LIMITED (UK)

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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 Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace.

La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires.

What does the role look like? We are looking for a Customer Service professional specialized in the Aftermarket Environment for this position. Responsibilities include promptly responding to and managing customer calls and inquiries to offer updates on their orders, thereby ensuring seamless customer service operations. We are seeking a highly motivated individual with exceptional attention to detail, a background in decision‑making, and a strong sense of responsibility.

The ideal candidate should demonstrate the ability to take initiative and operate with the utmost personal integrity.

• Drive a customer‑centric culture within the Aftermarket Service Team, ensuring every interaction prioritizes customer satisfaction.
• Serve as the primary point of contact for a portfolio of customers in the Aftermarket area, managing their inquiries and needs efficiently.
• Enhance customer information, communications, and documentation to elevate service levels and ensure clarity.
• Collaborate proactively within a multi‑disciplinary team to meet and exceed customer expectations and deadlines.
• Independently handle customer inquiries via telephone or electronic channels, providing information, managing accounts, generating quotations, and resolving issues promptly.
• Coordinate scheduling and order management activities, ensuring alignment with customer delivery requirements and operational team commitments.
• Conduct reviews of requests for quotation (RFQ), purchase orders (PO), and contracts to ensure compliance with contractual obligations.
• Utilize organizational and product knowledge to address complex inquiries and provide personalized follow‑up to customers, deviating from scripted responses when necessary.
• Develop documentation and standard procedures to address difficult customer issues, requests, and complaints, directing queries to appropriate departments or personnel as needed.
• Monitor adherence to agreed‑upon schedules, manage customer expectations, and provide regular status reports, identifying and escalating operational performance issues promptly.
• Collaborate with internal teams such as production, sales, shipping, and warehouse to expedite or trace shipments and resolve issues effectively.
• Report issues through the Quality, Cost, Delivery, People, Safety (QCPC) procedure and resolve invoice queries to ensure timely cash collection.
• Operate in alignment with the company's ethical standards, information technology policies, people philosophies, and EH&S (Environment, Health, and Safety) policies and procedures.
• Demonstrate understanding and actively participate in continuous improvement (CI) and Lean activities, driving improvements within the team and processes wherever possible.

• Passion for delivering excellent customer service and effective communication skills.
• Familiarity with SAP experience in sales and distribution modules.
• Experience in customer service, demonstrating the ability to manage relationships effectively and attention to detail.

• Practical knowledge and understanding of the aerospace industry, particularly with a military focus.
• Understanding of export requirements, including EUU's and export licenses.
• Previous exposure to continuous improvement methodologies and Lean principles.

• Not Applicable

• Full-time

• Other
• Staffing and Recruiting