Manager Customer Accounts- Able Aerospace Services, Inc.

JOB SUMMARY:

The Manager of Customer Accounts leads the customer account team responsible for the global customer base, ensuring access to resources needed to maintain the highest level of service for our customers. This includes new account set up, account changes, account maintenance and all communications with the customer and all departments.

JOB RESPONSIBILITIES:

· Maintain reports to include customer jobs in process, cores, and customer aging status.

· Develop and manage standard operating system to ensure team’s communications and actions support customer requirements.

· Effectively resolve customer issues, when escalated, and provide responses in a timely manner.

· Develop training materials for new processes and procedures for the customer account team to support our customers.

· Generate quotes and bill-backs/chargebacks that reflect repairs and additional services, as well as follow-up for customer approvals.

· Continuously lead the team in developing customer relationships and collaborate with the sales team.

o Resolve customer questions on jobs/quotes when escalated.

o Travels to respective customers to maintain relationships several times a year

o Work with customers on any warranty or quality-related issues/returns.

· Facilitate customer bill backs or invoice concerns with other internal groups.

· Communicate and collaborate with various departments within the company as it relates to the customers.

· Must be knowledgeable of customer capabilities and business model. (MRO, Operators, Brokers, etc.).

· Assist international customers with pricing, customs, and shipping requirements as necessary.

· Work with Engineering on repair creation, engineering fees, and revisions.

· Research pricing, turn-around-time, and repairs as required.

· Lead the customer account team in resolving any past-due customer payments or credits.

· Develop integration procedures for new products when required.

· Develop a training program for all assigned personnel with the Customer Service Team

· Represent department (Customer Experience) to develop process improvements and implement best practices to improve work through regular collaboration with other departments.

· Manage and improve standard operating procedures (SOP) to ensure standard process and work.

EDUCATION/ EXPERIENCE:

· Bachelor’s Degree in Business, Aviation, Engineering, Marketing, or related field

· Previous experience in a customer-facing role required

· Minimum 7 years’ related experience required; leadership experience preferred

QUALIFICATIONS:

• Professional and diplomatic demeanor
• Excellent customer service skills
• Process oriented
• Ability to work under pressure and tight deadlines
• Excellent written and verbal communication skills
• Proficient skills with Microsoft Office (Word, Excel, PowerPoint, and Access)
• Ability to work with the public, customers, and cross-functional personnel

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.