Key Account Representative - Military

Manage and coordinate all of the customer support and service aspects of Safran Helicopter Engines USA's customers within a given Key Account. This customer-oriented role represents Safran Helicopter Engines USA, provides product and service information, resolves problems, handles email and phone calls with accuracy, efficiency, and ensures excellent service standards while maintaining high internal and external customer satisfaction.

The ideal candidate will provide customer support to the U.S. Government Customers and other assigned agencies. Primary duties and responsibilities include, but are not limited to the following:

• Act as a liaison between SafranHE USA and the customer in matters pertaining to contractual requirements
• Review and process daily customer requests for parts and/or services
• Process shipments per customers request and forward tracking and airway bill information
• Provide accurate and timely information to order status and product inquiries
• Maintain back order reports and work with Materials Management team to ensure on-time delivery
• Manage, induct, and track customer property through each phase of WIP, working closely with the customer and the MRO Shop to meet contract delivery schedule and customer requirements
• Prepare work orders and sales orders to facilitate customer sales and repair work
• Forecast, induct, manage and track customer property in WIP working closely with the customer and liaising with the shop to meet customer requirements
• Quote sales, exchanges, rentals and repairs in accordance with established department policies and procedures
• Provide regular status reports to customers as necessary
• Maintain contract deliverables; ensuring information is provided to the customer as agreed upon
• Create and maintain organized filing systems and electronic record keeping
• Work with Key Account Managers to execute the business plan to secure forecasted revenue goals
• Manage and maintain KPIs for respective key accounts
• Process invoices and send to the customer, working with the Finance team and the customer to resolve any discrepancies or disputes
• Resolve complaints by providing accurate and timely resolution to customer inquiries; escalating to management if necessary
• Ensure Field Service Representatives are kept abreast of any pertinent information that is exchanged with customers in relation to AOGs or impact to mission requirements
• Appropriately handle confidential and sensitive information
• Receive complaints and provide appropriate solutions and alternatives in a timely manner and follow up to ensure satisfactory resolution
• Provide timely feedback on service failures or customer concerns and use the Quick Response Quality Control (QRQC) board as a process improvement tool when necessary
• Assist department Vice President, Director, and Key Account Manager as directed
• Meet and/or exceed customer's expectations with a positive attitude
• Travel required – 5%, including internationally

This position requires access to information and hardware subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). The selected candidate must be a U.S. person or must meet eligibility requirements for access to export-controlled information and hardware.

• Bachelor's degree preferred
• 3 to 5 years of customer relations experience in aviation and/or training
• A strong background in logistics/scheduling and provisioning management is preferred
• Intermediate computer skills with knowledge in Microsoft Office:
  Outlook, Word, and Excel
• Ability to comprehend aviation Maintenance Manuals, Illustrated Parts Catalogs, and Tooling Catalog
• Ability to quickly learn and master new or unfamiliar software programs
• Ability to multi-task and manage priorities in a fast paced environment
• Must be able to pass government background check for receipt of Common Access Card (CAC)

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision
• The noise level in the work environment is usually quiet