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 Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace. La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires. Mission description What does the role look like? We are looking for an experienced Customer Service professional to step into a CSR Team Lead position within the Aftermarket environment. This role combines hands-on customer account management with day-to-day leadership of a Customer Service team, ensuring consistent delivery of high-quality service and operational excellence. As a Team Lead, you will act as a role model for customer-centric behaviours, providing guidance, support and direction to the team while maintaining direct responsibility for key customer accounts. You will take ownership for service performance, process adherence and continuous improvement, ensuring customer expectations are met and exceeded. The successful candidate will demonstrate strong decision-making capability, attention to detail and personal integrity, with the confidence to lead by example and drive accountability within the team. What will your day-to-day responsibilities look like? Lead, coach and support the Customer Service team within the Collins Aftermarket Service function, fostering a strong customer-first culture. Act as the first point of escalation for complex customer queries, complaints and service issues, ensuring timely and effective resolution. Manage a portfolio of key customer accounts, maintaining strong relationships and delivering a high standard of service. Monitor team workload, priorities and performance to ensure service levels, deadlines and customer commitments are consistently met. Review and enhance customer communications, documentation and standard operating procedures to drive clarity, consistency and efficiency. Provide guidance on RFQs, purchase orders and contract reviews, ensuring compliance with contractual and commercial requirements. Coordinate scheduling and order management activities, balancing customer delivery expectations with operational capabilities. Collaborate closely with internal stakeholders including production, sales, shipping and warehouse teams to resolve issues, expedite orders and trace shipments. Support and challenge the team to operate independently and confidently across telephone and electronic customer channels. Track adherence to agreed schedules, manage customer expectations and provide clear status updates, escalating risks or performance concerns as required. Ensure issues are reported and managed through the Quality, Cost, Delivery, People, Safety (QCPC) process and support resolution of invoice and cash-collection queries. Actively contribute to continuous improvement and Lean activities, identifying opportunities to improve processes, systems and team effectiveness. Ensure the team operates in line with ethical standards, IT policies, people philosophies and EH&S requirements. What will you bring to the role? Essential skills: Proven passion for delivering excellent customer service, with strong communication and stakeholder management skills. Experience using SAP, particularly within Sales and Distribution modules. Demonstrable experience in a customer service environment, with the ability to manage relationships, prioritise workload and maintain attention to detail. Confidence to lead, influence and support others, with a natural ability to take ownership and make decisions. Desirable skills: Practical knowledge of the aerospace industry, ideally within a military or defence-focused environment. Understanding of export requirements, including EUUs and export licences. Previous experience with continuous improvement methodologies and Lean principles.