Overview
Here, we craft excellence together. Your mission? Making the journey the most enjoyable part of the trip. Join our first-class team to reinvent in-flight experience. In the role of Manager, AOG Sales Support, you'll play a pivotal part on our Customer Service team. The AOG Sales Support Manager is responsible for overseeing the Customer Service Representative Team for AOG and ensure timely, accurate order processing and responding. The AOG Sales Support Manager will manage and track approved customer RFQ, orders and billing, as well as, work closely with the Supply Chain team and Program Management organization to address and resolve any order issues. This job reports to the Sales Support Director.
Responsibilities
Ensure the team processes internal and external customer purchase orders and requests in a timely manner.
Review customer orders (EDI, web portal based, e-mail) for accuracy.
Proactively identify and address issues with orders, ensuring timely and effective resolution to maintain accuracy and customer satisfaction. Understand all aspects of the Order Management process.
Provide Order Processors with training and guidance; assist co-workers with resolutions of issues on orders.
Evaluate current processes and procedures, refine and finalize them, and create comprehensive documentation for both new and existing workflows.
Partner with Sales, Operations, Quality & Finance to streamline interconnecting processes impacting Order Management.
Maintain and update the company's order processing manual by evaluating current procedures, integrating necessary updates, and ensuring clarity and alignment with company standards and industry requirements. Ensure order accuracy by reviewing daily order deck.
Monitor Order Processing productivity and SOM activity through Order Management.
Ensure team can effectively resolve customer issues/concerns.
Analyze and evaluate complex customer issues to determine appropriate resolutions.
Develop and maintain excellent reports with customers, both internal and external.
Manage customer's backlog order and customers' billing process.
Ensure continuous training and up-to-date knowledge of M3 products and order processes.
Track and ensure billing and invoices reach customers successfully.
Work with Program Management and the Contracts team to reduce errors, double activities and inefficiency.
Oversee and manage team operations, including directing work assignments, making personnel decisions (hiring, terminations, and promotions), and coordinating employee schedules to ensure efficient workflow and alignment with organizational goals. Ensure and audit any implementation of the new tool or platforms.
Create KPI and monitor KPI for the team.
Work extended hours at month end/quarter end as required (could include weekends).
Perform other ad hoc duties as assigned.
Benefits
Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, and employee discounts & rewards for consumer products/services and more!
Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan. (Bonus eligible positions only) Remove if not applicable.
Equal Opportunity At Safran Cabin, we provide equal employment opportunity to all individuals regardless of race, color, religion, sex/gender, sexual orientation, gender identity/gender expression, marital status, pregnancy, age, national origin, ancestry, disability/medical condition, military or veteran status, citizenship status, genetic characteristics or information, or any other characteristic protected by applicable federal, state, and local laws.
Qualifications Qualifications:
Education: Bachelor's degree in Business or a business-related field preferred.
Experience: 5+ years of experience of Order Management processing.
Experience: 2+ years of experience leading or managing people.
Other Skills: Problem-solving, well organized, detail oriented and accurate, excellent written and verbal communication skills. Advanced skills in Microsoft Excel, PowerPoint, and Word. Knowledge and understanding of basic ERP/MRP functions and applications is preferred.
Description: Entry – Mid Level position within field.
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Responsibilities
Ensure the team processes internal and external customer purchase orders and requests in a timely manner.
Review customer orders (EDI, web portal based, e-mail) for accuracy.
Proactively identify and address issues with orders, ensuring timely and effective resolution to maintain accuracy and customer satisfaction. Understand all aspects of the Order Management process.
Provide Order Processors with training and guidance; assist co-workers with resolutions of issues on orders.
Evaluate current processes and procedures, refine and finalize them, and create comprehensive documentation for both new and existing workflows.
Partner with Sales, Operations, Quality & Finance to streamline interconnecting processes impacting Order Management.
Maintain and update the company's order processing manual by evaluating current procedures, integrating necessary updates, and ensuring clarity and alignment with company standards and industry requirements. Ensure order accuracy by reviewing daily order deck.
Monitor Order Processing productivity and SOM activity through Order Management.
Ensure team can effectively resolve customer issues/concerns.
Analyze and evaluate complex customer issues to determine appropriate resolutions.
Develop and maintain excellent reports with customers, both internal and external.
Manage customer's backlog order and customers' billing process.
Ensure continuous training and up-to-date knowledge of M3 products and order processes.
Track and ensure billing and invoices reach customers successfully.
Work with Program Management and the Contracts team to reduce errors, double activities and inefficiency.
Oversee and manage team operations, including directing work assignments, making personnel decisions (hiring, terminations, and promotions), and coordinating employee schedules to ensure efficient workflow and alignment with organizational goals. Ensure and audit any implementation of the new tool or platforms.
Create KPI and monitor KPI for the team.
Work extended hours at month end/quarter end as required (could include weekends).
Perform other ad hoc duties as assigned.
Benefits
Our suite of comprehensive benefits include health care (medical, dental and vision), life insurance, 401(k) savings plans with company match, paid time off, and employee discounts & rewards for consumer products/services and more!
Management roles may be eligible for a bonus in accordance with the terms of the applicable incentive plan. (Bonus eligible positions only) Remove if not applicable.
Equal Opportunity At Safran Cabin, we provide equal employment opportunity to all individuals regardless of race, color, religion, sex/gender, sexual orientation, gender identity/gender expression, marital status, pregnancy, age, national origin, ancestry, disability/medical condition, military or veteran status, citizenship status, genetic characteristics or information, or any other characteristic protected by applicable federal, state, and local laws.
Qualifications Qualifications:
Education: Bachelor's degree in Business or a business-related field preferred.
Experience: 5+ years of experience of Order Management processing.
Experience: 2+ years of experience leading or managing people.
Other Skills: Problem-solving, well organized, detail oriented and accurate, excellent written and verbal communication skills. Advanced skills in Microsoft Excel, PowerPoint, and Word. Knowledge and understanding of basic ERP/MRP functions and applications is preferred.
Description: Entry – Mid Level position within field.
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