Customer Support Analyst

Safran•Rockford, IL

4d•Remote

About The Position

The Customer Support Analyst is a key member of our Actuation Service Desk cross-disciplinary team. The team works with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities and brokers providing support for their aftermarket MRO and spares orders. The team works to manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide. This role is fast-paced, and the responsibilities are wide ranging, so you should be open minded, as well as a quick and independent learner. Proactive problem-solving skills are essential in this role, so you must not be afraid to deal with ambiguity. You will need to digest and analyze information quickly, make sound decisions, and effectively manage the path forward to issue resolution. This position is remote and 2nd shift from 3pm to 1am EST. As the desk operates 24/7/365 candidates must be able to work holidays.

Requirements

Bachelor's Degree and a minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience.
Experience with SAP or similar ERP system to input & retrieve information.
Experience with managing the life cycle of customer orders from point of order entry to shipment.
U.S. Person (U.S. citizen, permanent resident, refugee or asylee)
Must be a self-directed individual requiring minimal supervision.
Must be experienced in Customer Service.
Experience with Microsoft applications such as Word, Excel, and PowerPoint
Strong time management and organization skills.
Strong communication skills with emphasis on written communication.
Leadership skills with strong customer presence.
Must have the ability to function in a fast-paced environment while performing multiple tasks.
Participation in lean activities for the department.

Nice To Haves

Previous experience in Aerospace
Experience with SAP & Salesforce
Experience in resolving customer complaints and problems.
Multi-cultural experience of dealing with other countries.
IT & Analytics knowledge would be helpful.
Knowledge of how Shipping & Logistics operate
Experience with Microsoft Office Product Line.
Robust written and verbal communication and reasoning skills.

Responsibilities

Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, and brokers, providing support for their aftermarket MRO and spares orders.
Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer orders, and address customer concerns.
Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide.
Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM (Salesforce) & ERP (SAP) systems.
Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues.
Ensure all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately.
Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles.
Assist in development and participation in efficient process improvements.
Resolve complex issues, identify root causes, and implement corrective actions.
Attend off shift team & organization wide meetings.
Other duties may be assigned.