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Customer Support Representative

Company : Safran Seats

Job field : Customer services and support

Location : Dubaï , Singapore

Contract type : Permanent

Contract duration : Full-time

Required degree : High School Diploma/GED Equivalent

Required experience : More than 3 years

Professional status : Employees / Staff

Spoken language(s) :

English Bilingual

# 2024-137481

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Job Description

Under the instructions of its manager and in close collaboration with the Program and the Sales Manager, ensure communication with the customer as well as the order entry and monitoring of spare orders by relying on the supply chain and internal departments. …

Job Requirements

• Be the primary point of contact to the customer and respond to all customers requests related to spares orders & quotes

• Ensure the request and receipt of a customer order

• Hold the order review to ensure compliance of the elements mentioned in the order

• Establish quotes

• Enter orders in the ERP system (“Enterprise Resource Planning”) and send order acknowledgements

• Process and track free orders

• Coordinate and track AOG requests

• Ask customers for information to open a customer account

• Represent the company and the department if necessary at events (reception during visits customer, fairs)

• Apply the process and work instructions related to its field of activity and use the requested tools.

• Propose alternative equipment when customer's request cannot be fulfills and suggest additional PN.

• Develop business relationship with customers by conducting on site visit, participating in performances reviews and regular phone call for order book review.

• Proactively ensure order book management, analyze and communicate to OOR customers (“Open Order Report”)

• Monitor backlog and on time delivery to proactively inform Customers of any deviation

• Help the sales or program manager in the follow-up of customer orders.

• Negotiate customer CRD (Customer Requested Date) when on time delivery is not possible

• Solve and prevent customer claims in a timely manner

• Coordinate and track RMA (return material authorization) requests

• Answer customer queries on deliveries

• Ensure the back up (replacement) of a person in his department

• Follow and improve KPI

• Coordinate exchanges of collection requests between accounting and customers

• Participate in the service continuous improvement actions

• Answers other duties as required per your manager

• Make easy to work with Safran Seats

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.