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Senior Account Coordinator - 12 month FTC

Company : Safran Electrical & Power

Job field : Customer services and support

Location : Pitstone, Buckinghamshire , England , United Kingdom

Contract type : Fixed Term contract

Contract duration : Full-time

# 2024-149796

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Job Description

The Senior Account Coordinator will be responsible for delivering world class customer service to our global OEM and Aftermarket customers. The role holder will be responsible for managing the daily interaction with our customers and maintaining and enhancing customer relationships in order to meet organisational and operational objectives.

Responsibility:- Manage and improve the daily interaction and relationship management with a selection of regional Tier 1 OE and Aftermarket customers

Customers: - 10-15 key customer accounts (Tier 1 such as Airbus, Bombardier, Dassault, Emirates, Lufthansa)

Financial:- Contribute to the sales plan through negotiation of customer quotations into orders, demand planning through customer forecasts (inventory) and cash collection by resolving customer issues affecting payment. For MRO specific roles there is a responsibility to adjudicate on warranty claims to a set level of approval.

• Deliver front line business support and order management between Safran Electrical & Power and its global OE and Aftermarket customer base.

• Provide consistently high level customer services ranging through quotation, contract acceptance, purchase order review, order tracking and performance to due dates with internal Operations teams, invoicing, adjudication of warranty claims and recovery of overdue payment in conjunction with the Customer Support Management and Finance teams.

• Manage a robust contract / order review process ensuring all conditions are aligned to agreed contractual terms and any demand changes are reviewed with key stakeholders

• Participate in the Sales & Operational Planning (S&OP) process by submitting any customer forecast information, acting on any demand changes and flowing any relevant information back to the customers

• Use expertise to build strong relationships with customers and create an open and accessible communication route for free flow of information

• Provide a service driven customer quotation process which ensures strong links with internal functions to ensure accurate pricing and lead-times are used in all product and service proposals.

• Adjudicate on customer warranty claims for repair orders by liaising with technical teams and verifying against contractual agreements

• Lead internal order book reviews with key stakeholders, ensuring any production problems are identified, delivery plans are in place and are communicated to all customers

• Act as the internal voice of the customer with respect to priority setting of operational plans

• Manage customer issue resolution in a timely manner, liaising with internal functions as required.

Complementary Description

• Manage with Finance the first level overdue process through invoice query resolution and provide all required supporting information to the Sales & Marketing and Customer Support Management teams for escalation issues. Participate in face to face or conference call customer meetings, ensuring all order book reporting, issue resolution or key performance data is prepared in advance

• In conjunction with key stakeholders develop and communicate customer service metrics both to internal functions and external customers, showing improvement actions being under-taken if below performance.

Job Requirements

Proven ability and experience to own and manage the fast resolution of complex customer issues.

Experience of using SAP in a customer service environment.

Excellent communication skills with a proven ability to build strong relationships with both internal stakeholders and external customers.

Highly resilient and strong influencer with the ability to deliver a step change in approach to customer service within a fast paced environment with tight timescales.

Ability to hold first level commercial discussions with customers to drive quote conversion, gain market feedback on competitor pricing or warranty claims for repair units .

Specificity of the job

As required.

Locate your future workplace

Westfield RoadLU7 9RH

Pitstone, Buckinghamshire

England United Kingdom

92,000

employees worldwide

27

Number of countries where Safran is located

35

business area families

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• © Safran

Safran is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.