Customer Account Leader Assc (RB211)

Build an Aviation Career You’re Proud Of

As a Customer Account Leader Associate, you will act as a liaison between operations, engineering, materials, sales and the customer for product transactions in support of all types of aviation customers. This role involves understanding and implementing solutions to maximize the customer experience and the financial requirements of the business unit.

What youll do:

Specific Accountabilities:

• Act as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
• Influence others to ensure customer satisfaction is maintained and company standards and profit margins are maximized.
• Collaborate with others to ensure transaction timelines are met or exceeded.
• Demonstrate problem solving skills and support continuous improvement practices.
• Adapt to change, demonstrating proactive thinking, assertiveness and initiative to identify potential issues/problems before they arise.
• Build relationships with both external and internal clients.
• Support achievement of Key Performance Indicators (KPIs).

Product Related:

• Read and interpret contractual documents to determine requirements for the creation and distribution of production documents using language in clear and concise manner.
• Receive, process, and verify customer orders for purchases using company systems and customer purchase orders to verify the accuracy of information/orders. 
• Ensure customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the BU/site.
• Prepare, generate and distribute reports, order acknowledgments, estimates and invoices as required. 
• Apply basic project management principles to day-to-day tasks. 
• Initiate the required action for response to customer service requests for workscope/order changes, including the maintenance of order information files, and communicates changes to the appropriate personnel. Liaise with cross-functional teams (engineers, operations, logistics, quality, finance and materials).
• Provide customers with product information including pricing, scheduling, delivery and/or backorder availability and functionally equivalent part alternatives.  
• Manage customer visits and acts as the primary contact between the customer and production operations regarding expected completion dates, tracing and expediting shipments as needed.
• Validate inventory costs, explaining pricing, price increases, estimate and invoice changes to customers.
• Manage customer expectations with respect to estimate changes, summarizing cost-benefit and qualifying repair development costs to customers.
• Support customer concerns, coordinate warranty and/or assists in resolving warranty claims; issues core credits and debits for claims and invoice errors, if applicable.
• Review and coordinate all contract/transaction work for the business unit/site, ensuring both parties adhere to the terms of the contract/agreement.
• Maintain data in the Customer Relationship Management (CRM) or SalesForce.com (SFDC) database.
• Maintain documents as per company, customer, and regulatory standards and process. Assure required information is entered into the appropriate computer systems (internal and external). 

Service Related:

• Project a positive image in representing the corporation to clients and the community; hosts and coordinates customer visits as needed.
• Cultivate customer loyalty through a commitment to customer satisfaction.
• Support preparation of proposals, quotes and presentations.
• Receive, evaluate and answer customer, internal organization or sales force inquiries regarding a variety of order-related or service issues.  Supports the settlement of customer complaints.

General Accountabilities:

• Responsible for observing and reporting any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
• Carries out additional projects as assigned.

Education requirements: 

Bachelor’s degree in business administration, Commerce, related field or equivalent. Prior Aerospace experience preferred but not required.

Required Skills/Experience:

• Ability to communicate effectively with customers (both internal and external), demonstrating effective use of written, verbal, non-verbal, and active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals. Adapts language appropriate to the audience.
• Strong planning, organizational, analytical, decision making and problem solving skills while demonstrating situational awareness.
• Strong interpersonal and teamwork skills that include, conflict resolution and customer service.
• Ability to demonstrate patience, tact and empathy when working with others. Values positive feedback, inviting participation and feedback from other members of the team.
• Working Knowledge in production management, inventory purchasing and sales/marketing computer information systems.
• Working knowledge of PC’s in the current company operating system environment including the use of Microsoft Office software with the ability to adapt to changes in technology (both hardware and software).
• Knowledge of aerospace and technical skills appropriate to role.

Benefits that make life better:

• Comprehensive Healthcare
• 401(k) with 100 company match; up to 5 vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts