Senior Customer Account Coordinator

Company: Safran Seats

Job field: Customer services and support

Location: Cwmbran, England, United Kingdom

Contract type: Permanent

Contract duration: Full-time

Professional status: Employees / Staff

In the UK, Safran Seats specializes solely in the First Class and Business Class seating markets for wide body aircraft, with industrial and engineering teams in Cwmbran and Newport, Wales and Brackley, England.

The purpose of this role is to be the senior point of contact for all customer enquiries across designated key accounts and customer portfolios. The Senior Customer Account Coordinator is responsible for overseeing the administration of Spares sales orders and related activities, ensuring alignment with corporate procedures for global and local Business units, and steering the team towards achieving departmental and company objectives. This role requires exemplary customer support and advocacy, fostering long-term relationships with strategic clients, and driving improvements in customer satisfaction.

Key Responsibilities

1. Manage complex customer quotation processes, ensuring accurate and competitive pricing.
2. Complete sales order lifecycle from quotation through to dispatch, leveraging the CRM to ensure data integrity and process adherence.
3. Spearhead critical order management initiatives, facilitating escalations with procurement and operations to meet urgent customer needs and enhance service levels.
4. Drive the achievement of departmental KPIs, implementing strategies to optimize the Spares team's performance and responsiveness.
5. Collaborate with Engineering, Programme Management, and other cross-functional teams to deepen product and customer knowledge.
6. Establish and manage effective lines of communication with customers, delivering comprehensive updates on order status, modifications, and strategic communications.
7. Facilitate and resolve complex customer issues, complaints, and Return Material Authorizations, ensuring satisfactory resolution aligned with customer and company expectations.
8. Maintain comprehensive records for audit and strategic review purposes, focusing on continuous process improvement and best practices adoption.
9. Participate in and contribute to key customer meetings, industry exhibitions, and strategic forums to enhance the company's presence and market understanding.
10. Provide mentorship, training and guidance to Customer Account Coordinators and junior team members, fostering a collaborative and high-performance team culture.
11. Demonstrate a thorough understanding of all supporting function roles, capabilities, and interdependencies, and use this knowledge to drive efficiency and innovation.
12. Assume ownership of account management processes from order entry to fulfillment, ensuring a seamless and superior customer experience.

Job Requirements

Candidate skills:

1. Must have advanced level knowledge of Microsoft Office software products (standard suite of office software products: MS Word, Excel, PowerPoint, Project, et. al.).
2. Must have ability to efficiently perform multiple tasks simultaneously.
3. Must be able to interface with all departments within the company, as well as multi-cultural outside customers.
4. Sets high standards of performance for self: assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
5. Must be able to work extended hours as needed.
6. Experience in a customer related area or proven ability to work well with customers required.
7. Participates in company training as required.
8. Minimum of one (1) year of experience within the Safran Seats GB organization is required.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to hear from you.

As a valued member of our team, these are just a few of the benefits you'll receive:

1. 25 days holiday + UK Bank Holidays
2. Benefits Programme, with a number of schemes such as cycle to work, technology savings, retail discounts and access to private healthcare
3. Career Progressions opportunities such as company sponsorship and further training courses
4. Family friendly policies including maternity, paternity, adoptive parents, shared parental leave, parental leave and flexible working
5. Equality & Diversity initiatives with internal groups for workplace engagement and involvement
6. STEM engagement with schools, colleges and universities and Charitable activities for all

This role is subject to pre-employment checks, including but not limited to criminal record checks. While having unspent convictions may not necessarily prevent you from being employed, you are required to disclose any unspent convictions during the recruitment process. Only candidates who successfully pass these checks will be considered for employment.