CUSTOMER SERVICE MANAGER (H/F) - SAFRAN SEATS ASIA PTE LTD.

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Seats est l'un des principaux fabricants mondiaux de sièges d'avion, tant pour l'équipage que pour les passagers. 1 million de sièges d'avion fabriqués par Safran Seats sont actuellement en service dans les flottes aériennes du monde entier.Descriptif mission Occupational Summary: The Manager of the Front Office Aftermarket will be responsible for the management and coordination of all activities related to each active customer's spare parts ordering within the Safran Seats Customer Support & Services organization in the Singapore location. The Manager of the Front Office is responsible for consistent, timely, and precise communication to the customers (both internal and external) on all issues related to their orders. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. The Manager is also responsible for coordinating with fellow managers within the department to ensure the timely and accurate delivery of all customer spare parts orders. As a member of the Front Office Team, you are accountable for meeting the monthly, quarterly, and annual sales goals as well as on time delivery goals (COTD) of the company, ensuring the highest levels of customer satisfaction are maintained. This position works independently, but under the direction Front Office Director. Authorities: This position has the authority to waive expedite fee's with our customers, waiving MOQ's when stock is available and no future requirements, apply cancellation fee's, approve credit notes, approve use as is products when needed, rescheduling orders, assignment of workload to each CSR, and provide discounts per processes and guidelines. Responsible for all scheduling and vacation approval for the CSR's. Provide all behavior and performance corrections as needed to the team which includes the annual PDR's. 2) Duties and Responsibilities (essential functions): A) Directs the activities of the Aftermarket Spares, while ensuring that departmental budgets are adhered to. This includes, but is not limited to backlog management of the customer; preparing spare parts pricing quotations; following up on inquiries; receiving of customer purchase orders; reviewing customer orders for accuracy, completeness, and ability to accept; acknowledging the customer order; entering the customer order into Safran Seats Customer Support & Services MRP system; identification and adjustment of departmental processes that prohibit or restrict timely fulfillment of customer orders, as well as others. B) Creates an atmosphere that promotes the development of new concepts, ideas and methods to support continuous improvement in the department. C) Responsible for the distribution and monitoring of departmental activities, including adherence to company/departmental practices, procedures, and policies. D) Manages and develops all team members to ensure customer satisfaction and balanced workloads. E) Develops and maintains relationships with Internal and External Customers, Distributor Partners and Customer Experience Staff.F) Acts as the escalation point between the customer and Safran Seats Services, and operations relative to aftermarket sales. This includes aftermarket activity departmental interface with finance, program management and engineering, operation; as necessary. G) Monitors sales and delivery of spare part orders for all customers, which includes but not limited to the pricing and lead time. H) Responsible for KPI tracking of department goals & objectives and contributing to the overall achievement of those goals & objectives. This includes creating and maintaining the department's performance metrics. I) Will be responsible to attend customer meetings as requested J) Recruit, hire, onboard, train, evaluate employee performance, and initiate promotions, transfers, and corrective action K) Performs other duties as assigned. 3) Qualification Requirements: A) Knowledge and Skills: i) Excellent communication and interpersonal skills. ii) Bachelor's degree from an accredited university or college or 3 years of equivalent experience of customer, contract management or aviation industry experience iii) Minimum of 2 years of supervisory experience. Have a working knowledge of the aircraft interiors business and be capable of handling discussions on technical areas concerning Safran Seats products. iv) Must be comfortable and familiar with (multi-nation) international business practices which include being sensitive to the various cultures and/or customs of a large international customer base that the company interfaces with daily. v) Demonstrated leadership skills that are effective and motivational, while being able to supervise, direct, and train departmental personnel. vi) Must be able to interface with all departments within the company, including purchasing, finance, engineering, and manufacturing. vii) Have a working knowledge of the aircraft interiors business and be capable of handling discussions with customers viii) Have a very good working knowledge of the standard suite of office software products (MS Word, Excel, PowerPoint, Project, et. al.) ix) Must be able to work extended hours as needed. B) Competencies: Acts in accordance with company values and related competencies. C) Communication Skills: Must have the ability to generate written communication and to operate required office equipment. Ability to read and review written communication. Speech and hearing abilities that allow individual to communicate clearly and distinctly in English. D) Reasoning Ability: Ability to solve problems and think strategically.