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Customer Account Coordinator Lead

Location: Cwmbran
Company: Safran
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Customer Account Coordinator Lead
General Services
Cwmbran , Wales , United Kingdom
# 2021-92882
Job Description
For more than 80 years, Safran Seats has been a premium manufacturer of First and Business Class seating systems for passenger airlines.
With the largest seats portfolio of all seats suppliers, we pride ourselves on innovation, customization, quality and industrial design.
Safran Seats GB, based in Cwmbran, South Wales is a 100% owned subsidiary of Safran Seats and we currently have 800+ employees (across 3 sites in the UK- Cwmbran, Newport and Brackley).
Seats GB offers:
• Unique and High-end Quality products
• Market leader in Bespoke aircraft seating
• Passenger Experience Expertise
• In-house design studio and group Synergies
• Dedicated production line and Industrialisation facilities
• Bespoke capabilities
• Co-creation abilities
Do you want to join our team?
Our employees are at the heart of our success; we offer a range of competitive benefits, career progression and training opportunities helping to ensure we build the future.
Company Benefits
At Safran Seats GB, we continue to support our employees and their contribution by providing a range of benefits.
• 25 days holiday + UK Bank Holidays
• Working Hours (unless specified) are 37.5 hours per week; Mon-Thurs (8am-4:30pm), Friday (8am-1:30pm)
• 'On Board Benefits' Programme, providing a number of schemes such as cycle to work, technology savings, retail discounts and access to private healthcare
• Fulfilling your potential with Career Progressions opportunities such as company sponsorship and further training courses
• Family friendly policies including maternity, paternity, adoptive parents, shared parental leave, parental leave and flexible working
• Equality & Diversity initiatives with internal groups for workplace engagement and involvement
• STEM engagement with schools, colleges and universities and Charitable activities for all
• Free parking onsite
The customer account coordinator lead is responsible for establishing and maintaining relationships with customers by ensuring that all customer requirements in relation to spare parts are completely met in a timely manner.
To achieve this, they are accountable for the day-to-day running of the Front Office team in order to support the customer. They are also the first point of escalation for any front office related issues.
The Customer Account Co-Ordinator Lead serves as the primary escalation point for our organization to our customers for spare parts requirements. In this position, they must convey to the customer a sense of expertise in our products and exude excellent customer service capabilities. They are also responsible for communicating customer requirements to all internal stakeholders as necessary. This includes purchasing, engineering and manufacturing, in accordance with company policies and procedures.
Complementary Description
A) Lead Duties
i. Assists in the direction of daily activities of the Customer Service Representatives
ii. Helps create an atmosphere that promotes the development of new concepts, ideas and methods to support continuous improvement in the department
iii. Assists in the distribution and monitoring of departmental activities, including adherence to company/departmental practices, procedures and policies.
iv. Assist in the management and development of all Customer Services Representatives to ensure customer satisfaction and balanced workloads
v. Assists with the daily/monthly KPI's and goals for the department and contributing to the overall achievement of those goals and objectives. This includes assisting with the creation and maintaining the department's performance metrics.
B) Acts as the primary liaison between the customer and Safran relative to spare part sales. This includes interfacing with finance, engineering, manufacturing, production control, and purchasing departments as required.
i. Prepares Pricing Quotations and follows-up on customer inquiries.
ii. Process customer purchase orders utilizing internal operating systems and acknowledge the delivery date to customer.
iii. Provide assigned customers weekly, monthly and quarterly metrics relating to lead-time and on time delivery performance for their account.
Job Requirements
iv. Monitors sales and delivery of spare part orders for assigned customers. Manage orders to ensure data, dates, and commitments accurately reflect our customer's expectations.
v. Provides technical assistance and information to customers.
vi. Mitigate complaints and settle customer disputes; to include quality concerns and credit memos.
vii. Contribute to team success during workload cycles to ensure customer demands are met for all accounts.
viii. May work on a temporary or rotational basis as a Sales Order Specialist within the Sales & Marketing Department.
ix. Performs other related duties as required, which includes any customer related items, which could include but is not limited to: accounts receivable, product support, warranty, or seat related issues.
x. Required to participate in the rotation of the AOG cell phone.
Associate Degree in Business or related field is required; Bachelor Degree in Business or related field is preferred.
Must be proficient in the operation of office computers
Must have advanced level knowledge of Microsoft Office software products (standard suite of office software products: MS Word, Excel, PowerPoint, Project, et. al.).
Must have ability to efficiently perform multiple tasks simultaneously
Must be able to interface with all departments within the company, as well as multi-cultural outside customers.
Must be able to work extended hours as needed.
Specificity of the job
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 79,000 employees and sales of 16.5 billion euros in 2020 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and Innovation roadmap. Safran ranks first in Forbes's 2020 list of the World's Best Employers for its sector. Safran Seats is a world leader in aircraft passenger and crew seats. One million seats made by the company are now in service worldwide.
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