Job Description

Summary of Job Purposes Primary Role: Manage and Coordinate the roll out of CRM project and ensure that smooth roll out within the Singapore subsidiary.

Secondary Role: Provide customer support and service aspects of Safran Helicopter Engines’ customers within a given region. Customer oriented service representative that represents Safran Helicopter Engines, provides product and service information, resolves problems, handles email and phone calls with accuracy and efficiency, ensuring excellent service standards while maintaining high internal and external customer satisfaction.

Objectives:

• Coordinate Customer Relationship Management project

• Support the project team in the design of the software and its roll out within its Singapore subsidiary

• Administer the contractual relations with the customer

• Draw up, finalize and ensure the execution of commercial contracts in compliance with commitments to customers

• Responsible for customer satisfaction (for his/her field of activities)
  

• Ensure that project timeline completion are met

• Understand the proposed data model and be able to benchmark against the site processes (design)

• Feedback the user requirements of the site to the CRM Project team (design)

• Take part to the roll out of future modules (roll out)

• Be the local relay of the project team for all information requests

• Handle the impact of the CRM on the site processes which includes impact study and update of impacted processes

• Communicate with various departments to keep everyone on board about the update and progress of the project

• Ensure targets users buy into the system and use it

• Support local users of the CRM

• Manage the local communication on project updates and progress

• Propose best commercial solution according to situation and customers’ needs, in compliance with the contractual agreements and company commercial policies

• Draw up commercial offers factoring in the company’s commercial policy

• Ensure proper fulfillments of Safran HE Asia’s commitments to customers

• Attend customer meeting when neccessary

• Handle litigations/Carries out the initial processing of customer complaints and disputes

• Keeps customers informed regularly on the progress of the orders.

• Promptly respond to customer request, provide information and solutions to resolve any issues.

• Send all documents/information needed by customers (order acknowledge, material receipt, delivery notes, invoices, credit notes, AWB, warranty decision, …).
  

• Generate invoices and credit notes

• Process orders, delivery , returns and acknowledge receipts

• Obtain necessary information for close customer follow up on all operational matters.

• Maintain and update customer accounts, orders and contract information in database

• Follow communication procedures, guidelines and polices

• Manage 3 months sales forecast and ensure sales objectives are being followed

• Ensure objectives follow up, justify the discrepancies and propose corrective actions

• Ensure effectiveness of the communication link between the players of the Front Office and Back Office

• Participate to offer and contract reviews

• Require to travel for customer visits and participate to partners or customer meetings to ensure contractual commitments are being met

• Carries out the reporting and communication for his/her activity

• Contribute to team effort by accomplishing related results as needed

• Manage the global TAT and reports any issue or deviation of the commitment towards the customer

• Ensure the TAT level for expedition in and out, commercial proposal and customer approval.

• Travel required – 5%

• Perform AOG rotation duty

• Provide other ad-hoc duties if required by the CSR Manager
  

• Min. Education Level : Diploma

• Field of Study : Any

• Year of Experience Required : Customer support experience in aviation industry preferred

• Knowledge of SAP preferred

• Good presentation skills

• Good telephone and communication skills required

• Mechanical/technical/interpersonal skills must be adapted to the unique requirements of the organization

• Positive, service-oriented attitude

• Able to work independently, meet tight deadlines and work under pressure with minimum supervision.

• Customer orientation and ability to adapt/respond to different types of characters

• Ability to quickly learn and master new or unfamiliar software programs

• Ability to multi-task and manage priorities in a fast paced environment

• A team player with good interpersonal, communication and presentation skills and able to interact with people at all levels.

• Ability to process data: Knows how to process extensive amounts of data related to a broad range of domains and requiring good summary skills.

• Ability to make decisions: Knows how to make decisions that can be justified by target criteria, requiring a selection of relevant information, the development of hypotheses, an anticipation and assessment of risks.

• Ability to think ahead: knows how to plan for one to several weeks.

• Ability to solve problems: Knows how to adapt and/or design procedures, methods, rules, etc.

• Ability to work as part of a team (nature of relations and communication): Knows how to adapt the needs and constraints of his/her contacts and adjust the frequency and nature of exchanges and the organization of his/her work.

• Ability to work as part of a team (frequency and scope of relational interactions): Very frequent interactions and many internal and external parties.

• Ability to work in a multicultural environment: Knows how to work regularly with a network of people