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Job Description

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.
• Manage the AOG telephone line and the mailbox for all customer requests in the SAS CRM/Salesforce, in accordance with contractual conditions (quotations/orders), from receipt of the request to the shipment of the part/customer confirmation of receipt.
• Ensure that all daily requests have been processed before handing over AOG responsibilities to the next team (no pending emails at the end of the day).
• Respond to immediate part availability request and quotation inquiries within short deadlines (1 hour for customer response – 4 hours for part availability information for an AOG).
• Ensure the AOG request is eligible and submit it to AOG Desk Management for decision.
• Enter customer orders (new orders or updates to existing orders).
• Collect pricing information for parts without predefined prices.
• Ensure export compliance in accordance with the export control department.
• Propose delivery lead times matching customer expectations (same-day CRD for an AOG).
• Place internal orders (OA) with the BUs if the part is not available in CSS stock.
• Ensure AOG fees are correctly applied when necessary.
• Request and monitor order line progress with the solutions provider or other stakeholders such as BUs, warehouses, finance, pricing, FO, etc.
• Monitor the AOG, AOG EDI, and AOG Upgrade order backlog in line with contractual requirements and manage claims with management support.
• Coordinate request between the different BUs, CIW, and internal services.
• Manage the telephone “handover” between the 3 “Follow the Sun” regions and OEMs with clear explanations and instructions.
• Ensure daily updates to Handover message and information relating to pending actions.
• Ensure prompt regularization of orders processed outside the ERM (OEMs during weekends and holidays).
• Guarantee the success of AOG request through end-to-end follow-up until closure of cases.
• Close requests after sending the invoice, delivery tracking, or POD to the customer.
• Manage the number of open requests in Salesforce in line with ongoing AOG orders, ensuring accurate data in each request and in templates.

Job Requirements

To accomplish this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

a) Knowledge and Skills
• Technical aptitude
• Proficiency with ERP (M3), MS office tools, Bi Tool, CRM
• Salesforce experience preferred
• Accurate data entry
• Ability to work with people in a team environment.
• Strong multitasking and time-management skills. Abel to prioritize responsibilities with a strong sense of urgency
• Ability to adapt to change
• Developed problem solving skills and the ability to focus attention on details
• Interpersonal and team building skills

b) Competencies
• Decision Making
• Problem Solving
• Communication
• Integrity
• Adaptability
• Teamwork
• Work Standards

c) Education and/or Experience
• BS/BA degree preferred with 5 years of experience in customer service
• Previous customer service and or industry experience preferred
•
d) Communication Skills
• Excellent oral and written communication skills essential for interaction with customers as well as excellent phone etiquette (written, verbal, and interpersonal)

Candidates for positions with SAU must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position. This description has been designed to indicate the general nature & level of work performed by an employee within this position. The actual duties, responsibilities & qualifications may vary based on assignment or group. All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, genetic data or other legally protected status. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.

But what else? (advantages, specific features, etc.)

DUTIES AND RESPONSIBILITIES, CONT'D
• Manage updates regarding BU closures.
• Non-AOG responsibilities include:
o Managing the day-to-day operations assigned Customer Accounts.
o Perform customer Service spare order/quote review: Prepares, enters and follow-up orders to ensure orders comply with Safran Terms & Conditions.
o Work cross functionally with other departments in resolving customer issues and escalations: including but not limited to returns, quality issues, order discrepancies and transportation /delivery of material.
o Build sustainable relationships and trust with customer accounts.
o Serve as backup Claims Analyst: Handle customer complaints; provide appropriate solutions and alternatives solutions when applicable.

Company Information

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Aerosystems is one of the world leaders in aviation systems dedicated to aircraft and helicopter safety, as well as fluid and fuel management. The company is a key player in the field of flight safety (oxygen, evacuation, floatation) and participates in the decarbonization of aviation through enabling sustainable alternative fuels and new engine architectures. It has 5,200 employees in 7 countries.