Customer Account Representative

Job Summary:

The Customer Account Representative will lead and coordinate customer account activities across various functional disciplines to ensure an exceptional customer experience. Manage performance in line with customer requirements and contract obligations, terms, and conditions. Ensure timely and effective communication with customers, both internally and externally, to meet contract obligations, quality standards, profit targets, and on-time delivery expectations.

Essential Job Functions:

· Primary point of contact for assigned customer related inquiries and represent the voice of the customer within the facility.
· Review all quotes and both new and return orders to confirm that customer requirements are met, and documents are processed according to negotiated terms, including adherence to importing and exporting regulations.
· Process quotes and both new and return orders into the ERP system and/or other support databases. Responsible for ensuring demand alignment and accuracy of data.
· Proactively seek to increase product knowledge by working with planners, buyers, quality, and manufacturing engineering in order to improve overall customer service.
· Update customer's supplier web-based purchasing system, ensuring requirements are fulfilled on time. Interface with customer to mitigate exceptions to meeting customer requirements.
· Ensure compliance with all export control regulations- ITAR.
· Provide continuous feedback to the customer on quote and order status including, but not limited to backlog reports, portal updates, reschedule notices, verbal and written communication.
· Support pricing, delivery, administrative requirements and conditions, ensuring compliance with Safran policies, terms and conditions from proposal through shipment.
· Support the internal activities of Customer Service in achieving customer commitments.
· Support Customer Metrics by providing relevant supporting data (OE and associated data), as well as create root cause corrective action plans to improve.
· Develop, lead, and participate in Continuous Improvement initiatives to support the business in achieving our goals.
· Handle customer inquiries via both email and phone calls, addressing questions related to scheduling, quoting, and order tracking.
· Work on assignments with moderate difficulty, requiring considerable latitude of judgment in resolving issues or in making recommendations.
· Proficient with interfacing with intra-company departments relative to warranty, credit, billing, and taxes for repairs and sales of stock.
· Proficient at supporting weekly or biweekly calls with customers, including escalation calls to support Team Leader or Manager.
· Require regular Open Order Report communication for each customer.
· Usually receives little to no instruction on daily work due to ongoing training and experience.
· Other duties may be assigned.

Job Requirements

Required Competencies:

- Education/Experience
· Bachelor's degree from an accredited institution, or related work experience in manufacturing or distribution with strong customer service and problem-solving skills; or a combination of education and related experience.
· 5 or more years' related Customer service experience in an aerospace manufacturing environment preferred. Knowledge, Skills, and Abilities:
• Proficient computer skills:
Excel, MS Outlook, Word, ERP Systems (e.g., SAP)
• Ability to learn and apply new and complex concepts
• Ability to follow detailed work instructions Leadership Skills / Management Skills / Personal

Skills:

• Positive attitude
• Creative problem-solving skills
• Highly effective team player and relationship builder
• Strong attention to detail with good accuracy
• Adaptability in a fast paced and complex organization
• Demonstrates the ability to circulate information through the proper channels
• Organizational skills, disciplined in following up
• Change agent
• Communication skills and active listening, ability to interact effectively with all levels of management
• Ability to manage and solve conflicts
• Ability to analyze and synthesize
• Customer oriented
• Integrity
• Quality Control Analysis
• Time Management
• Critical Thinking