Customer Support Representative (Front Office)

at  Safran

JOB DESCRIPTION

What’s special about us?
Safran Helicopter Engines are the world’s leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Our UK facility is the European Maintenance Centre Hub for the SHE Group, performing level 1 to level 3 maintenance and repairs on complex helicopter engine components. Our experienced teams partner with our broad, global customer base, providing both technical expertise and broader support in both the fixed wing and rotary wing markets.
What will I be doing?
Purpose of the job:
The friendly face of Safran to helicopter engine customers on a day-to-day basis. Liaising with customers to understand their requirements (for engines, spares or technical support), before putting in place administrative actions as required to deliver the customer’s needs, including preparing quotations, invoicing, and liaising with other departments to ensure timely delivery.

Key Objectives:

• Provide a friendly face to the customer via phone and email;
• Ensure that customer needs are fully understood and administered accordingly within the company;
• Administer Support by the Hour contracts, engine repairs and spares orders
• Supply regular and accurate information to the customer regarding the status of contractual deliverables.
• Attend scheduled meetings via Teams and occasionally at customers’ facilities
• Support customers with out of hours requirements (“Aircraft On Ground”) on a rota basis.

Key Responsibilities:

• Liaising frequently with your allocated customers by phone and by email
• Sales administration including quotations, administering and invoicing in accordance with company procedures;

a. Engine repairs
b. Spares sales
c. Equipment exchanges

d. Technical interventions

• Monitoring the delivery performance to customers using IT systems (has a part been delivered on time? Is an engine repair going to plan?)
• Record customer complaints and warranties in the appropriate systems and liaising with other colleagues to determine how to respond.
• Manage warranty returns
• Reporting customer contacts in the CRM system
• Occasional UK and overseas travel to customers and other safran Sites.

COMPLEMENTARY DESCRIPTION

Why us?
Operating worldwide, Safran Helicopter Engines employ 5,900 people and have more than 2,500 customers in 155 countries, and 22,000 engines in service.
Located in Fareham on the South Coast of the UK, we’ve been a leader in the aerospace market for over 80 years, with a reputation for putting our customers first. Supporting both the civil and military markets, our UK facility is the European Maintenance Centre Hub for the Safran Helicopter Engines Group.

As a valued member of our team, these are just a few of the benefits you’ll receive:

• 25 days holiday a year (plus bank holidays)

o Additional day for every 10 years’ service

• Flexitime – where you can accrue up to your contractual hours

o Option to leave from 12:30 on Friday (role dependant)

• Hybrid working – on site 3 days per week from home 2 days (role dependant)
• On site restaurant with daily £1.50 subsidy for lunch
• Costa coffee on site
• Generous 7% pension contributions (after 3 months)
• Health cash back scheme (after probation)
• Purchase of company shares (after 3 months)
• Annual bonus of up to 3%
• Company sick pay
• Our dedicated Benefits Portal with a range of lifestyle benefits, including life assurance, cycle to work, retail discounts, access to healthcare & wellbeing services)
• Ample free parking
• Green scheme

o Accrue points for traveling to work by bike, walking, public transport or car share
o Once a quarter receive Amazon vouchers for the points (40 points = £10)

JOB REQUIREMENTS

What do you need from me?

Qualifications:

• English and Maths GCSE grade 9-4 (A*-C)

Competencies:

• Excellent command of the English language, written and spoken
• Self-organised and able to manage multiple ongoing queries/actions/enquiries
• Communication and people skills
• MS Office especially Outlook, Word, Excel
• Customer relations
• SAP Knowledge desired

Experience:

• Sales administration of contracts & customers in a complex business to business environment
• Aerospace industry experience desired

What’s my next step?
Please apply via the website and if you have what we are looking for, a member of our talent acquisition team will be in touch.
Diversity and Inclusion
We want Safran Helicopter Engines UK to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential.
We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.
We’re committed to building a strong, diverse workforce and making Safran Helicopter Engines UK an inclusive place to work.

Key Responsibilities:

• Liaising frequently with your allocated customers by phone and by email
• Sales administration including quotations, administering and invoicing in accordance with company procedures

o Option to leave from 12:30 on Friday (role dependant)

• Hybrid working – on site 3 days per week from home 2 days (role dependant)
• On site restaurant with daily £1.50 subsidy for lunch
• Costa coffee on site
• Generous 7% pension contributions (after 3 months)
• Health cash back scheme (after probation)
• Purchase of company shares (after 3 months)
• Annual bonus of up to 3%
• Company sick pay
• Our dedicated Benefits Portal with a range of lifestyle benefits, including life assurance, cycle to work, retail discounts, access to healthcare & wellbeing services)
• Ample free parking
• Green schem