Customer Service Representative (Perm / 2 Years Contract) - Hougang

Summary of Job:

Responsible for managing and coordinating all aspects of customer support and service for an assigned region. This role acts as the representative of Safran Helicopter Engines, delivering product and service information, resolving customer issues, and handling inquiries via email and phone with accuracy and efficiency, ensuring excellent service standards, meeting performance targets, and maintaining high levels of customer satisfaction both internally and externally.

Objectives:

1. Administer and manage contractual relationships with customers.
2. Draft, finalize, and ensure the execution of commercial contracts in compliance with company policies and customer commitments.
3. Drive and maintain high customer satisfaction within assigned responsibilities.

• Serve as the primary point of contact during AOG situations, providing immediate and timely support/updates to minimize aircraft downtime and ensure customer satisfaction
• Take on and perform 24/7 AOG rotational duty (using AOG mobile and laptop from home) which may include public holidays.
• Maintain accurate records of AOG incidents, actions taken, and resolutions.
• Prepare commercial offers in line with company policies and contractual agreements.
• Ensure fulfillment of Safran HE Asia’s commitments to customers.
• Attend customer meetings as required.
• Manage and resolve disputes, process customer orders, and oversee deliveries.
• Respond promptly to customer requests, providing accurate information and solutions to operational or logistical issues.
• Send required documentation to customers (e.g., order acknowledgments, delivery notes, invoices, credit notes, AWB, warranty decisions).

• Generate invoices and credit notes.
• Process orders, deliveries, returns, and acknowledgments of receipt.
• Monitor order progress and keep customers updated regularly.
• Obtain necessary information to provide proactive follow-up on operational matters.
• Maintain and update customer accounts, orders, and contract details in the database.
• Follow established communication procedures, guidelines, and policies.
• Track objectives, investigate discrepancies, and recommend corrective actions.
• Ensure effective communication between Front Office and Back Office teams.
• Manage overall Turnaround Time (TAT) and report any issues or deviations from commitments.
• Monitor TAT for shipments, commercial proposals, and customer approvals.
• Perform other ad-hoc duties as assigned by the reporting manager.

Required Competencies

• Minimum Diploma in any field.
• SAP knowledge preferred.
• Customer support in aviation industry is preferred

• Customer-oriented, with the ability to adapt communication style.
• Strong analytical and problem-solving skills, with a focus on timely and effective solutions.
• Able to work independently, manage tight deadlines, and perform under pressure with minimal supervision.
• Willingness to work irregular hours, including nights and weekends.
• Strong teamwork skills with frequent interactions across multiple internal and external stakeholders.
• Comfortable working in a multicultural environment and building collaborative relationships across a diverse network.