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 is responsible for responding to the needs of our customers with timely, accurate and professional delivery. The CSR coordinates day to day activity for
customer requests, processes customer orders and quotes, and maintains front line communication with the Customer. They will update changes of order dates and ensure adherence with
contractual obligations. The CSR is accountable to performance KPIs used to monitor department performance. Additional responsibility includes handling Customer AOG orders and
escalation of customer issues to the Customer Service Manager as needed.
DUTIES AND RESPONSIBILITIES
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
Requests lead time, cost, evaluation of work done by the Repair Shop and data to build the quote for non priced materials or service and prepare and submit quotes to customer.
Prepares, enters and follows-up orders to ensure good customer relations by meeting specified delivery dates.
Follows up on Quotes (RFQ) and convert to orders (CO).
Receives, reviews and acknowledges customer purchase orders, utilizing SPEC 2000/EDI/ AEROXCHANGE where applicable.
Reviews orders prior to entering into system for correct pricing, order number and part number or description to ensure the accuracy of all data.
Provides AWBs to the Customer.
Conducts necessary customer contact and correspondence in a manner to establish and maintain optimum relations.
Reviews all orders terms and conditions submitted by customers in depth to protect the business interest of the Company.
Supports Returned Material Authorization (RMA) process.
Administers the warranty claim request associated with repairs, if needed.
Responds to the customer via phone, fax, email, Spec2000 (SITA) or in person the same day or not later than within the same business day of receiving their communication, i.e.,
request for quote, customer order, status of order, change request, etc. A matrix should be setup to be able to measure this expected performances and provide management with
corrective action plan when not met.
Constantly monitor the backlog and pro-actively inform customers, with phone calls, of recovery plan if promise date will slip. Formal writing should follow after the phone call.
Supports Accounts Receivables (AR) by being pro-active and taking the lead in resolving any open issues that may contribute to no / slow payment.
Work with sales and accounting to establish credit limits for new and slow / no paying customers.
Monitors assigned customers’ “credit status”, and proposes, on a priority basis, items that can be shipped to customers due to their “over credit limit” circumstances.
Prepare established or special customer status reports to management and sales team for assigned customers.
Serve as AOG officer in rotation between all CSRs.
a) Knowledge and Skills
Knowledge of Excel
Ability to with people in a team environment.
c) Education and/or Experience
Requires a high school diploma or equivalent and 2 years of experience in the field or in a
d) Communication Skills
Good oral and written communication skills essential for interaction with customers.
e) Physical Demands
Ability to travel as needed.
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: DCIS - 10006