Customer Service Representative

Job description

Zodiac Aerospace is a world leader in aerospace equipment and systems for commercial, regional and business aircraft and for helicopters and spacecraft. It develops and manufactures state-of-the-art solutions to improve comfort and facilities on board aircraft and high-technology systems to increase aircraft performance and flight safety. Zodiac Aerospace, a Safran* company since February 2018, has 32,500 employees worldwide and generated revenue of 5.1billion euros for its fiscal year ended August 31, 2017. Zodiac Aerospace is listed on the Euronext Paris stock exchange.

* Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with nearly 58,000 employees and sales of 15.8 billion euros in 2016. Safran is listed on the Euronext Paris stock exchange, and is part of the CAC 40 and Euro Stoxx 50 indices.

For more information: www.safran-group.com and www.zodiacaerospace.com / Follow @Safran and @ZodiacAerospace on Twitter

The Customer Service Representative (CSR) is responsible for supporting customer’s purchase orders and other related activities involving order management and supporting the customer’s needs.

Lead in the execution of customer service policies. This position is responsible for interpretation, implementation, and management of all contractual requirements related to customer service. This may include knowledge of military and export compliance regulations.

2) DUTIES AND RESPONSIBILITIES

A) Processes customer Purchase Orders (PO) by

i) Reviewing its Terms and Conditions and making sure they comply with previously approved terms. Prior review and approval will have been provided by the Contracts and Quality departments

ii) Entering the customer’s PO into the ERP system

iii) Collaborating with the Planning organization to meet the customer’s PO requirements, not limited to the requested delivery date

iv) Acknowledging the order to the customer by forwarding the system generated Order Acknowledgment or using the customer’s PO portal.

B) Retrieves and analyzes customer On-Time Delivery scorecards and communicates the results of the analysis to the Customer Support or Sales management. Collaborates with the customer’s representatives to adjust the OTD metric in case of errors in the data.

C) Functions as the primary point of contact to the customer regarding any subject, then requests support from responsible parties within the organization, in order to respond to the customer’s inquiry.

D) Provides aircraft production forecast information to Sales and Planning personnel for use in the company’s ERP.

E) Ensures compliance with all contractual requirements related to order entry and management. For example, enforcement of a program’s contractual lead times, delivery change and cancellation policies.

F) Processes special order requirements such as Company Sponsored Orders (CSO), Engineering Qualification Orders, credits, debits, and Return Material Authorization (RMA), according to customer and/or company requirements.

G) Process customer requests for RMA numbers to return defective or damaged NEW products. Collaborate with other process owners within the RMA procedure to make sure the customer’s return is completed in a timely manner.

H) Prepares and gives presentations to customers and internal departments related to orders.

I) Additional duties may be assigned in support of the company’s operations. For example, periodic scheduled relief of the Operator/Receptionist.

3) QUALIFICATION REQUIREMENTS:

A) Knowledge and skills:

A successful candidate must be a good communicator who is able to maintain diplomatic and positive relationships with customers and colleagues at all levels. The candidate must have excellent problem solving and team building skills. The candidate must have a strong knowledge of ERP, inventory control, budgets/costing, forecast/ planning, and analysis. This candidate must be able to interpret and implement contractual requirements related to Customer Service and Support (this will also include Export Compliance and Unique Military requirements). This candidate must have excellent skills utilizing office computer software such as Microsoft Word, Excel, and PowerPoint. Additionally, this candidate must have the ability to assemble and deliver presentations to customers and to other departments and personnel in the company.

B) Education and/or Experience:

A BA/BS in Business, Engineering or another discipline appropriate to general aerospace business management is preferred but not required. Equivalent experience will be considered. Direct experience with Contract Negotiation, Program Management, Lean Manufacturing, Six Sigma and/or general manufacturing is highly desirable.

C) Communication Skills:

The CSR position requires someone who is responsive to customer inquiries. This candidate must possess the ability to read and review general written communication including business contracts, and must have demonstrated ability to utilize computer software for communications and report generation. Excellent English comprehension and composition skills are expected.

Speech and hearing abilities that allow individual to communicate clearly and distinctly in English are necessary. The ability to speak additional languages is desirable.

D) Reasoning Ability:

This candidate must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization is present. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form is necessary. This Candidate must have the ability to implement corrective action and solve problems.

The CSR represents the company’s values and philosophy. It must be able to maintain professionalism and composure when faced with difficult situations or personalities.

4) PHYSICAL DEMANDS:

This position requires extended periods of sitting while working with computers and viewing computer monitors, and other office equipment. Finger dexterity is needed in using miscellaneous office equipment such as a computer, telephone, ten key, fax, copy machine, etc. Bending, stooping, reaching and lifting up to approximately twenty pounds are required during tasks related to the job.

Listed above are the ESSENTIAL FUNCTIONS of this job classification. Employees in this job classification may be required to perform various other duties including but not limited to training, administration, and housekeeping. In addition, employees in this job classification are responsible for the quality, quantity and timeliness of the product or service they provide. They will carry out those duties, in a safe and cooperative manner, per established policies, practices and procedures. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Equal Employment Opportunity and Affirmative Action Statement

It is the policy of Zodiac Aerospace to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex, sexual preference, gender identity, pregnancy, age, national origin, disability, military or veteran status, citizenship status, genetics, or any other characteristic protected by applicable federal, state, and local laws. We are strongly committed to this policy and believe in the concept and spirit of the law.
If you are applying for a job in the United States and need a reasonable accommodation for any part of the employment process, please email our Human Resources Department at and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

ID: WWS - 7874