Senior Account Co-ordinator in London

General information Entity Safran is an international high-technology group operating in the fields of aerospace (propulsion, equipment and interiors), space and defense. 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. Safran holds, either independently or through partnerships, leading global or European positions in its markets.

Safran was ranked second in the Aerospace & Defense sector in TIME magazine's ""World's Best Companies 2025"" ranking. As the world leader in aeronautical electrical systems, Safran Electrical & Power is a key player in the electrification of aircraft equipment and electric and hybrid propulsion. With expertise across the onboard energy chain, the company designs and delivers innovative, optimized and modular architectures and solutions.

Reference 2026-190537 Position descriptionDomainPrograms / Customer RelationsJob field / Job profileCustomer services and support - Customer support & services management (CSSM)Job titleSenior Account Co-ordinatorEmployment typePermanentProfessional categoryProfessional, Engineer & ManagerPart time / Full timeFull-timeJob descriptionThe Senior Account Co-ordinator will be responsible for delivering world class customer service to our global OEM and Aftermarket customers.

The role holder will be responsible for managing the daily interaction with our customers and maintaining and enhancing customer relationships in order to meet organisational and operational objectives.

Responsibility:- Manage and improve the daily interaction and relationship management with a selection of regional Tier 1 OE and Aftermarket customersCustomers: - 10-15 key customer accounts (Tier 1 such as Airbus, Bombardier, Dassault, Emirates, Lufthansa)Financial:- Contribute to the spares sales plan through negotiation of customer quotations into orders, demand planning through customer forecasts (inventory) and cash collection by resolving customer issues affecting payment. For MRO specific roles there is a responsibility to adjudicate on warranty claims to a set level of approval

• Deliver front line business support and order management between Safran Electrical & Power and its global OE and Aftermarket customer base.
• Provide consistently high level customer services ranging through quotation, contract acceptance, purchase order review, order tracking and performance to due dates with internal Operations teams, invoicing, adjudication of warranty claims and recovery of overdue payment in conjunction with the Customer Support Management and Finance teams.
• Manage a robust contract / order review process ensuring all conditions are aligned to agreed contractual terms and any demand changes are reviewed with key stakeholders
• Participate in the Sales & Operational Planning (S&OP) process by submitting any customer forecast information, acting on any demand changes and flowing any relevant information back to the customers
• Use expertise to build strong relationships with customers and create an open and accessible communication route for free flow of information
• Provide a service driven customer quotation process which ensures strong links with internal functions to ensure accurate pricing and lead-times are used in all product and service proposals.
• Adjudicate on customer warranty claims for repair orders by liaising with technical teams and verifying against contractual agreements
• Manage the conversion of spares quotations into customer orders and capture market feedback to enhance future pricing policies
• Lead internal order book reviews with key stakeholders, ensuring any production problems are identified, delivery plans are in place and are communicated to all customers
• Act as the internal voice of the customer with respect to priority setting of operational plans
• Manage customer issue resolution in a timely manner, liaising with internal functions as required.
• But what else? (benefits, specificities, etc.)
• Act as the internal voice of the customer with respect to priority setting of operational plans
• Manage customer issue resolution in a timely manner, liaising with internal functions as required.
• Manage with Finance the first level overdue process through invoice query resolution and provide all required supporting information to the Sales & Marketing and Customer Support Management teams for escalation issues. Participate in face to face or conference call customer meetings, ensuring all order book reporting, issue resolution or key performance data is prepared in advance
• Manage the customer returns process, pro-actively communicating any quality alerts from customers to internal functions in parallel to arranging the return of the product
• Improve customer service results by identifying improvement opportunities and implementing re-designed processes
• In conjunction with key stakeholders develop and communicate customer service metrics both to internal functions and external customers, showing improvement actions being under-taken if below performance
• Assist with the training of new members of the Global Service Centre team Candidate skills & requirementsExcellent communication skills with a proven ability to build strong relationships with both internal stakeholders and external customersHighly resilient and strong influencer with the ability to deliver a step change in approach to customer service within a fast paced environment with tight timescalesProven ability and experience to own and manage the fast resolution of complex customer issues Ability to hold first level commercial discussions with customers to drive Spares RFQ conversion, gain market feedback on competitor pricing, agree quotation approval or warranty claims for repair units Can demonstrate the ability to multi-task, prioritise and manage time effectively on a daily basisCan demonstrate ability to approach all new and changes to current processes and procedures with a positive attitudeAble to assess own performance and set personal objectives, including ongoing personal development activitiesReports to the Customer Service Centre ManagerDaily account management activity with key customers to ensure high service levels are maintainedWorks closely with the Operations teams by leading order book reviews Liaise with Sales & Marketing, Customer Support Management and / or Program teams with regards to pricing, contracts, warranty, forecasts, service metrics and customer meetingsInterface with the Finance team to resolve customer payment issues in line with financial targetsWork with the Product Support team to resolve technical issues relating to parts interchangeability or MRO activity with regards to Operator in service product returnsPosition locationJob locationEurope, UK, England, LondonCity (-ies)Westfield Road LU7 9RH Pitstone, Buckinghamshire