Customer Service Manager

Full Job Description

Company : Safran Aerosystems Services Job field : Customer services and support Location : Singapore,Singapore Contract type : Permanent Contract duration : Full-time Required degree : Bachelor's Degree Required experience : More than 5 years Professional status : Professional, Engineer & Manager Spoken language(s) : English Fluent

The Customer Service Manager r is responsible for overseeing the Customer Service Representative Team and ensure timely, accurate order processing and responding. The Manager will manage and track approved customer RFQ, orders and billing, as well as, work closely with the Contracts team and Program Management organization, to address and resolve any order issues. This job reports to the Sales Support Director.

Summary of Duties:
• 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
• Take an active role in identifying and resolving any order issues
• Understand all aspects of the Order Management process
• Provide Order Processors with training and guidance; assist co-workers with resolutions of issues on orders.
• Develop, document, existing and new processes/procedures
• Partner with Sales, Operations, Quality & Finance to streamline interconnecting processes impacting Order Management
• Maintain the company's order processing manual
• Review daily order deck to ensure order accuracy
• Monitor Order Processing productivity and SOM activity through Order Management
• Ensure team can effectively resolve customer issues/concerns
• Respond to customer escalated inquiries and requests
• Develop and maintain excellent rapport with customers, both internal and external
• Manage customer's backlog order and customers' billing process
• Maintain working knowledge of M3 products and order processes
• Perform other ad hoc duties as assigned
• Manage department's schedule to attend shipping/production needs
• Track and make sure billing and invoice reach to customer successfully
• Assist with billing dispute if needed
• Work with Program Management and the Contracts team to reduce errors, double activities and inefficiency.
• Customarily and regularly directs the work of two or more employees
• Responsible for hiring, termination and the advancement/promotion of employees
• Customarily and regularly exercises discretion and independent judgment

Education: Bachelor's degree in Business or a business-related field preferred
Experience: 5+ years of experience of Order Management processing.
Experience: 2+ years of experience leading or managing people.
Other Skills: Problem-solving, well organized, detailed oriented and accurate, excellent written and verbal communication skills. Advanced skills in Microsoft Excel, PowerPoint, and Word. Knowledge and understanding of basic ERP/MRP functions and applications is preferred.

Number of countries where Safran is located