Customer Service Representative M/F Vacancy details General information Entity 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 Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets. Reference 2026-180927 Position description Domain Performance and Support Job field / Job profile Customer services and support - Customer support & services management (CSSM) Job title Customer Service Representative M/F Employment type Permanent Professional category Employees / Staff Part time / Full time Full-time Job description Safran Actuation Systems UK is a world-class?centre?for the design, manufacture and support of actuation and flight-control solutions used across commercial,?military?and rotary platforms. With major sites in?Wolverhampton?and?Banbury, our teams play a critical role in delivering innovative,?reliable?and safe systems that keep?aircraft?performing at their best.? Our UK Actuation business brings together engineering excellence, advanced manufacturing?capability?and a proud heritage within the aerospace sector. Whether supporting major global?programmes?or developing the next generation of actuation technologies, our people are at the heart of everything we do.? What you'll do - Drive a culture of Customer First in all customer interactions with Collins Aftermarket Services Actuation (ASA) - Manage a portfolio of customer in the MRO as primary point of contact - Be responsible for enhancing customer information, communications, and documentation to improve service levels - Pro-actively work within a multi-disciplined team that meets Customer expectations and deadlines. - Work independently to confer with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, create and manage quotations and obtain or address customer complaints. - Schedule/Order management - Agree and manage customer delivery requirements with the Operational Team ensuring requirements and commitments are understood by all parties. This includes complex paperwork related to orders for specific Customer requirements (MOD doc, Export/End user etc.) and the order placement, amendments, quotations, expediting & release back to service. - Understand the operational contractual obligations relating to each order including warranty, penalties for late delivery and schedule adherence and ensure that obligation are met. - Use organization and product knowledge to address more difficult inquiries and provide follow up. Respond independently to call or emails to customers to provide follow-up on inquiries. - Develop documentation and standard work to solve difficult customer issues / requests / complaints. Direct queries to appropriate department or personnel, as needed. - Monitor adherence to agreed schedules, manage customer expectations and issue regular status reports. Prepare and issue performance charts for key customers. Proactive identification of operational performance issues on quotes, orders, returns ensuring appropriate issues are escalated in timely manner. - Confer with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments. - Report issues through QCPC (turn back procedure) - Resolve invoice queries to collect cash - Work in manner that adheres to all the companies Ethical Standards, Information Technology Policies, People Philosophies and EH&S Policies and Procedures. But what else? (benefits, specificities, etc.) Here, we craft excellence together. If you're ready to take your career to new heights and be part of a company that's crafting the future of flight, apply today. Why Safran? A global presence: Be part of a global aerospace, defence & space business with over 100,000 Colleagues, across 300 sites in 30 countries. Inclusive & empowering environment: We celebrate our differences and believe they make us stronger. We know that a fulfilling work environment is a key driver for innovative ideas and team success. Innovation at the core: Join our mission to decarbonise aerospace and make the world a safer place. Your ambitions can take us further. Mobility & training opportunities: We can support your ambitions with training, development, a personalised career plan and mobility opportunities. If you have big dreams, we'll support you to make them a reality. A culture of excellence: Join a team that values collaboration, integrity, and continuous improvement. Whatever your background, together we aim for excellence. Get involved: We also have a number of groups and forums across our sites that you can get involved with, including Women at Safran, Diversity at Safran, Sports Clubs, STEM ambassadors, Employee Forum, Charity Partnerships and Wellbeing Programs. Candidate skills & requirements What you'll bring - Good practical knowledge and understanding of Aerospace industries. - Experience of Customer Portals such as Exostar. - Planning and organising skills with attention to detail, data input accuracy of the greatest importance. - Flexible approach, calm under pressure and responsive to change. - Good interpersonal and people management skills - Good presentation and communication skills. - Able to empathetically communicate Customer expectations. - 5 years of relevant experience is required. - Experience in SAP and Microsoft Office preferred. - Able to undertake domestic and overseas travel as required Position location Job location Europe, UK, England, West Midlands City (-ies) Stafford Road WV10 7EH Wolverhampton