Customer Support Manager - ADV (M/F)

The Customer Support/ ADV Manager reports to the Supply Chain Director; they ensure customer satisfaction by guaranteeing the efficient processing of commercial and administrative requests from the issuance of quotes to invoicing, while coordinating various internal departments to ensure compliance with deadlines and regulatory requirements.

General Job Description: A major player in the customer relationship, the Customer Support/ ADV Manager is responsible for the proper execution of orders and intervenes from the supply chain to the management of invoicing and disputes. They contribute to the development of turnover. With this in mind, the Customer Support/ ADV Manager's mission is to establish a list of administrative procedures applicable during sales made by sales representatives, and to ensure their proper application.

Record orders and ensure follow-up: Collect customer requests (telephone, e-mail...) Track and record customer requests and issue order acknowledgments Create and send quotes Record orders via the ERP Track the progress of equipment repair Track shipments Create and track invoicing Ensure payment follow-up in coordination with accounting Manage complaints and coordinate corrective actions Maintain a relationship of trust with the customer

Ensure customer satisfaction: Analyze customer requests Negotiate sales conditions with customers Provide explanations regarding quotes and/or deadlines Record, process, or forward customer complaints Propose corrective solutions

KPI Monitoring: Creation and monitoring of department KPIs (Satisfaction rate, compliance with deadlines and quote responses, compliance with order processing, administrative dispute rate, compliant invoicing rate)

Training and Experience: Two-year degree (Bac+2) in International Trade Negotiation, or negotiation and digitalization of customer relations, or Management, or Commerce, and a minimum of 3 years of experience in an equivalent position in the industrial sector.

Hard Skills: Formalize/complete follow-up documents Invoice and record sales Update and track customer/prospect files Follow up with customers Track customer deliveries Receive and track customer returns Record, process, or forward customer complaints

Knowledge: Aerospace sector Commercial rules and procedures Commercial management Administrative and financial management Excellent interpersonal and writing skills Current customs regulations depending on the products Logistics (distribution, warehousing, transport) Inventory management software One or more production management software Database Office tools (intermediate Excel level) and ERP English level B1 Pricing policy

Soft Skills: Versatility, rigor, and good organization to manage multiple deadlines or priorities Team spirit Reactivity and priority management Reliability and listening skills to create and develop a relationship of trust with customers Adaptability and good communication depending on the interlocutors and the situation Ability to manage emergency situations and AOG Pedagogy and clarity in disseminating information (both orally and in writing)