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Customer Account Leader

Job Title Customer Account Leader Reference #:P06C02, P07C02, P08C02 Pay Grade: 6, 7, 8 Overtime:Non-exempt/Eligible or Exempt/Ineligible Exempt/IneligibleFunction: Customer Service Job Family: Support Direct Reports:(Y/N) N Reports to: - Manager, Customer Service - Manager, Programs- Director, Customer Programs - Director, Customer Service -Manager, Production Summary Acts as a liaison between operations,engineering, materials, sales and the customer for producttransactions in support of all types of customers (transactional,contractual, PBTH, field service, etc). Understands and implementssolutions to maximize the customer experience and the financialrequirements of the business unit. Specific Accountabilities -Leadership - Acts as an advocate for external and internal clients,demonstrating accountability and a commitment to excellence to boththe external customer and the company. - Provides innovativesolutions to complex issues, influencing others to ensure customersatisfaction is maintained and company standards and profit marginsare maximized. - Provides team leadership and mentors, coaches, andempowers others to ensure transaction timelines are met orexceeded. - Provides informal leadership within the business unit,demonstrating integrated thinking when solving problems andimplementing continuous improvement practices. - Adapts to change,demonstrating proactive thinking, assertiveness and initiative toidentify potential issues/problems before they arise. - Buildsrelationships with both external and internal clients. - Updatesand completes Measures of Performance (MOPS). Product Related -Reads and interprets legal documents to determine requirements forthe creation and distribution of production documents usinglanguage in clear and concise manner. - Manages accounts throughthe practice of sound business judgment, recalling relevantinformation when analyzing situations and defending decisions. -Receives, processes, and verifiesengine/propeller/component/module/accessory induction informationand/or customer orders for purchases using company systems andcustomer purchase orders to verify the accuracy ofinformation/orders. - Ensures customer requirements andexpectations are confirmed, documented, and communicated to theappropriate team members for the BU/site. - Prepares, generates anddistributes reports, order acknowledgments, estimates and invoicesas required. Compare engineering reports with estimates andinvoices, identifies and addresses potential cost overruns as theyoccur; Determines estimate to invoice variance (EIVA). - Appliesbasic project management principles, identifying availableresources, defining scope, developing timelines and budgets,analyzing cost-benefit and evaluating risk. Designs strategies tomitigate risk and influences buy-in from all stakeholders whileapplying the seven steps of continuous improvement. - Initiates therequired action for response to customer service requests forworkscope/order changes, including the maintenance of orderinformation files, and communicates changes to the appropriatepersonnel. Provides a close liaison and informal leadership rolewith service engineers, operations, logistics and materials. -Provides customers with product information including pricing,scheduling, delivery and/or backorder availability and functionallyequivalent part alternatives. Manages customer visits and acts asthe primary contact between the customer and production operationsregarding expected completion dates, tracing and expeditingshipments as needed. - Validates inventory costs, explainingpricing, price increases, estimate and invoice changes tocustomers. Manages customer expectations with respect to estimatechanges, summarizing cost-benefit and qualifying repair developmentcosts to customers. - Monitors and analyzes cost projections on anongoing basis, proposing solutions for corrective action asrequired. - Manages customer concerns, identifying costs associatedwith and impacts on resolution of Customer Concerns on other areas.Justifies resolution (internally or to customer) and proposes arationale for adjusting policy. - Coordinates OEM warranty andresolves or assists in resolving warranty claims; issues corecredits and debits for claims and invoice errors, if applicable. -Reviews and coordinates all contract/transaction work for thebusiness unit/site, ensuring both parties adhere to the terms ofthe contract/agreement. - Maintains data in the CustomerRelationship Management (CRM) or SalesForce.com (SFDC) database. -Manages documents as per company, customer, and regulatorystandards and process. Assures required information is entered intothe appropriate computer system (internal and external). Performsassigned system maintenance to various electronic files. ServiceRelated - Projects a positive image in representing the corporationto clients and the community; hosts and coordinates customer visitsas needed. - Cultivates customer loyalty through a commitment tocustomer satisfaction. - Supports preparation of proposals, quotesand presentations and proposes sales strategies. - Manages personalworkload and time, setting and manage priorities and time on task,asking for assistance when required, while adapting to change andadjusting to changing demands of the workplace - Receives,evaluates and answers customer, internal organization or salesforce inquiries regarding a variety of order-related or serviceissues. Facilitates or recommends solutions for the settlement ofcustomer complaints. - Evaluates logistics, coordinating fieldservice work and rental requirements. - Plans to meet forecastdemands while communicating anticipated future demands internally;Compares SA inventory to meet customer needs and evaluates,organizes, reports and optimizes customer consignment inventory.General - Responsible for observing and reporting any issues orconcerns in support of the company-wide quality, environmental andSafety Management System [SMS] policies. - Carries out additionalprojects as assigned. Minimum Educational/Academic Requirements -The typical minimum level of education to perform this jobcompetently is a minimum Diploma in Business Administration,Marketing, or related discipline with two years or a BaccalaureateDegree in Business Administration, Commerce, or a relateddiscipline. Required Skills/Experience - Communicates effectivelywith customers (both internal and external), demonstratingeffective use of written, verbal, non-verbal, and active listeningskills, employing relevant knowledge, skills, and judgment toachieve organizational goals. Adapts language appropriate to theaudience. - Strong planning, organizational, analytical, decisionmaking and problem solving skills while demonstrating situationalawareness - Strong interpersonal and teamwork skills that includedemonstrated expertise with negotiation, conflict resolution andcustomer service. Demonstrates patience, tact and empathy whenworking with others. Values positive feedback, invitingparticipation and feedback from other members of the team,providing constructive feedback as required. - Competent working ina culturally diverse environment with a demonstrated sensitivity toother cultural norms and practices. - A proven commitment toprofessional practice, continuous professional improvement, andlife-long learning. - A thorough knowledge of company instructionsand export compliance. - Expertise in production management,inventory purchasing and sales/marketing computer informationsystems. - Working knowledge of PC’s in the current companyoperating system environment including the use of Microsoft Officeproductivity software with the ability to adapt to changes intechnology (both hardware and software). - Knowledge ofproducts/engines/propellers/accessories in respective businessunit/site and technical skills appropriate to role.#Standard Aero

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
63 days ago

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