Apply on Employer Site

Safran · 2 days ago

Customer Service Manager

Garden Grove, CA

Full-time

Onsite

Senior Level

$78K/yr - $123K/yr

5+ years exp

Safran is a leading company in the aerospace industry, focused on crafting excellence in the in-flight experience. The AOG Sales Support Manager will oversee the Customer Service Representative Team, ensuring timely order processing and addressing customer issues while collaborating with various internal teams to streamline processes.

AerospaceInfrastructureNavigationTransportation

Hiring Manager

Reginald Chadwick

Responsibilities

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 Understand all aspects of the Order Management process

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. Ensure order accuracy by reviewing daily order deck

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 report 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

Track and make sure billing and invoice reach to customer successfully

Work with Program Management and the Contracts team to reduce errors, double activities and inefficiency

Oversee and manage team operations, including directing work assignments, making personnel decisions (hiring, terminations, and promotions), and coordinating employee schedules to ensure efficient workflow and alignment with organizational goals Ensure and audit any implementation of the new tool or platforms

Create KPI and monitor KPI for the team

Work extended hours at month end/quarter end as required (could include weekends)

Perform other ad hoc duties as assigned

Qualification

Order Management processingLeadership experienceMicrosoft ExcelMicrosoft PowerPointMicrosoft WordERP/MRP knowledgeWell organizedProblem-solvingDetail orientedCommunication