Repairs Customer Service Representative in Braintree

Safran is an international high-technology group operating in the fields of aerospace, space and defence. Its mission is to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. Present on every continent, the Group employs 110,000 people and generated €31.3 billion in revenue in 2025.

Join Safran Aerosystems: an international leader in aviation safety, fluid management and fuel systems. Our strength? Innovating to enhance flight safety and driving the transition toward decarbonised aviation through sustainable fuels. At Safran, excellence is a journey - and we'd love you to be a part of it.

The purpose of this role is to manage repair orders from receipt through to invoicing, ensuring customer satisfaction, on-time delivery, and compliance with contractual requirements. The Repairs Customer Service Representative acts as the key interface between customers and internal teams, supporting efficient order execution and proactive communication throughout the repair process.

Key Responsibilities will include:

• Review customer repair orders and ensure accuracy of all related documentation and ERP data.
• Acknowledge receipt of orders and maintain proactive communication with customers.
• Prepare and issue quotations in accordance with established pricing policies.
• Follow up on quotations and secure customer approval in a timely manner.
• Verify eligibility for commercial warranty coverage.
• Provide repair lead times and updates throughout the repair process.
• Process approved quotations and customer orders within the ERP system.
• Monitor margins and escalate any unexpected deviations.
• Transmit repair reports and other required documentation to customers.
• Manage Customer-Owned Property (COP) quarantine activities.
• Prepare and issue customer invoices as required.
• Respond to customer inquiries and coordinate requests with internal stakeholders.
• Liaise with Sales, Programs, Customer Support, Production/MRO, Supply Chain, and Finance teams to support order execution.
• Maintain accurate records and complete all necessary documentation.
• Contribute to continuous improvement and customer satisfaction initiatives.
• Support team colleagues and perform other duties as reasonably requested by management.

Looking after the people who make Safran great is our priority. We offer a range of flexible benefits designed to support you both in and out of work, including:

• Annual Leave, 25 days of holiday per year, plus bank holidays
• Long service holiday reward
• Holiday Buy & Sell Scheme (available after qualifying period)
• Life Assurance
• Death in Service benefit: 8 annual salary
• Pension Scheme
• Health & Wellbeing
• Employee Assistance Programme (EAP)
• Cycle to Work Scheme
• Company sick pay (after qualifying period)
• Uniform and safety wear provided
• Free onsite parking
• Group Income Protection (available after qualifying period)
• Summer Party or team activities
• Christmas event
• Employee Referral Scheme
• Enhanced Maternity Leave

We understand that diversity and inclusion make teams stronger. We are committed to fair and equitable employment practices for everyone. We encourage anybody to apply if you can demonstrate a variety of skills and experience relevant to the requirements of this role.

What You'll Bring:

• Experience in customer service, sales administration, order management, or aftermarket support.
• A customer-centric mindset and a commitment to delivering an outstanding customer experience.
• Strong communication and relationship-building skills.
• Excellent organizational skills with the ability to manage multiple tasks and priorities.
• High attention to detail and accuracy when handling customer orders and documentation.
• Proficiency in ERP systems and Microsoft Office tools.
• A proactive, solution-oriented approach and the ability to work collaboratively in a cross-functional environment.
• Strong ownership, accountability, and follow-through.
• Previous experience in an aerospace, manufacturing, or MRO environment is desirable but not essential.