Customer Service Supervisor

Safran Electrical & Power Customer Service Supervisor Company: Safran Electrical & Power Job Field: Supply chain Location: Sarasota , Florida , United States Contract Type: Permanent Contract Duration: Full-time Required Degree: Bachelor's Degree Required Experience: More than 3 years Professional Status: Professional, Engineer & Manager Salary: NA # 2026-186968 Job Description Summary: Develop and lead a dedicated Service Centre team capable of delivering front line Business support, order management and coordination of requests from internal and external customer.

Implement customer service policies and procedures to ensure a proven capability. Will plan and implement Procedures for business improvement focus on consistent execution from the team providing them the tools for operational efficiency. Work Location: On-site (Sarasota, FL.) Essential Duties & Responsibilities: • Lead and develop the Customer Service team, including workload distribution, training, performance management, and process audits.

• Serve as the primary escalation point for customer inquiries, urgent requests, Tier 1 accounts, and AOG orders. • Oversee order management, contract review, quotations, invoicing, warranty administration, collections, and customer communications. • Ensure order and demand review processes align with contractual requirements and business objectives. • Partner with Operations, Sales, Finance, Program Management, Trade • Compliance, and Key Account Managers to meet customer commitments.

• Drive high levels of customer satisfaction through proactive issue resolution and continuous communication. • Manage customer accounts, monitor order status, track delivery promises, and maintain accurate records. • Develop and maintain departmental procedures for order entry, contract review, customer satisfaction, and portal management. • Support and train team members on SAP/ERP processes and system updates.

• Monitor KPIs including customer satisfaction, on-time delivery (OTD), turnaround time (TAT), warranty performance, and service levels. • Lead continuous improvement initiatives using Lean principles, including PDCA, QRQC, and Kaizen methodologies. • Coordinate customer audits, site visits, source inspections, and customer review meetings. • Collaborate with domestic and international teams to support knowledge transfer and operational efficiency.

• Ensure compliance with export regulations (ITAR), D-Trade requirements, FAA regulations, and company policies. • Support warranty contract obligations, customer recovery activities, and account performance reviews with Finance. • Provide regular status updates, identify risks, and escalate issues as needed to leadership. • Promote a culture of safety, teamwork, accountability, and operational excellence.

• Perform administrative duties related to customer service operations and business reporting. • Flexibility to work additional hours during peak business periods as required. Job Requirements Basic Qualifications: • Bachelor's Degree from an accredited institution • Minimum 5 years' experience interfacing with customers • Experience supervising teams or associates to include the responsibility for coaching to achieve daily goals • Strong verbal/written communication and interpersonal skills • Excellent communication and active listening • Experience on data entry • Must adapt to various software programs • Flexibility • Strong problem-solving and decision-making abilities • Availability to work flexible shifts, including evenings, weekends and Holidays • Must have the ability to handle difficult customers and resolve issues diplomatically.

Must have the ability to handle difficult customers and resolve issues diplomatically. • Leadership, guidance, feedback coaching. Knowledge/Skills: • Leadership Skills to manage a team of support agents and coordinate with other departments effectively. • Analytical and strategic thinking skills to identifying long-term support solutions and optimizing