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ALOFT AeroArchitects · 2 months ago

Customer Service Account Manager

Georgetown, DE, US

Full-time

Onsite

Mid, Senior Level

4+ years exp

ALOFT AeroArchitects is focused on airplane maintenance, modification, and completion, aiming to craft exceptional client experiences. The Customer Service Account Manager will develop and maintain professional relationships with customers, ensuring high levels of customer satisfaction while working with the sales team to meet sales quotas and improve service quality.

AutomotiveInformation TechnologyLogistics

Responsibilities

Maintain close professional working relationships with Company Customers and OEMs to ensure effective lines of communication are maintained and any issues encountered are resolved quickly and completely

Generate new and repeated sales by providing product and technical information in a timely manner

Ensure Customer Orders are entered promptly and correctly in MRP system (CIMA) and monitored and expedited through to ensure all Customer Orders are on schedule until delivery to our customers

Assist Customers in developing delivery schedules that support their requirements and ensure these delivery commitments are met and provide follow up information on shipments and delivery

Assist Customers in identifying correct parts required by researching drawings, parts catalogs, and wiring diagrams as required

Educate the customer on the benefits of company products and proactively recommend additional required items needed to increase customer satisfaction and improve product sales

Act as each Customer’s advocate to ensure all their requirements and expectations are clearly communicated with Company personnel and fulfilled

Determine customer requirements and expectations to recommend specific product or solutions

Present price, credit, and terms in accordance with company policy

Exercise discretion & independent judgment with respect to matters of significance

Maintain daily liaison with internal departments as necessary to ensure that we maintain our Boeing Gold rating and Customer orders are of the highest quality rank and are being processed, manufactured, and shipped in accordance with the PO schedule

Review the Boeing rating and contest any and all errors to ensure accuracy of the rating

Assist Program Management by establishing required MLN’s and WO’s, notifying affected parties of authorized budgets, statements of work, and other related time-charging information

Coordinate account activity with other departments and Supply Chain on any unexpected increases and decreases in demand for product to ensure workload and delivery dates are achievable and maintained

Assist in the identification and development of strategic Parts / Service and Repair Kits to help simplify Customer Order processing and ensure Customers have the correct parts in the correct quantities to perform their ongoing maintenance activities

Set-up and maintain customer files and portals as required

Assist accounting personnel in collections efforts as required

Monitor & Apply company warranty policies and assist in the investigation of warranty claims submitted by customers for all products

Participate in the parts and service pricing to develop the underlying cost of goods and have an understanding of the cost factors and risk in the pricing strategy of Company products to establish market benchmarks for price acceptability and strategies around ‘go to market’ catalog and custom part/service pricing in accordance with company policy

Act as the Customer Liaison for non-project support of the Customers while onsite or in support of travel to and from our site

Build relationships of support and trust to continuously offer assistance and monitor their satisfaction

Support requirements will be to offer hotel, rental car, local recommendations, and other information and to ensure the customer offices area is stocked as necessary to ensure they have all info and access to make their stay pleasant

Use this relationship to ensure we’re also support their ongoing spare parts and technical services support needs for post project activity, including spare parts provisioning etc

Work closely with the PM and appropriate Sales Director at ALOFT to align on communications and fulsome support

Send and follow up on Customer surveys for all sales and services

Monitor and Identify trends in customer satisfaction and dissatisfaction and make recommendations to direct manager for mitigations or by utilizing the relevant CA/PA/OFI modules in Q Pulse

Manage time effectively, meet personal goals, and work effectively with other members of the customer service team

Perform on-call Duties as required to include 24/7 support

Duties will require responding to all customer inquiries via phone, cell phone, and computer

Maintain proficiency in using personal computer and software

Responsible for Complete initial / recurrent training requirements in a timely manner

Other duties may be assigned

Assign duties and examine work for exactness, completeness, and conformance

Assist in carrying out administrative duties such as time and attendance, incident reports, accident reports, etc. in a timely manner

Provide motivation, training and general guidance for the Customer Service staff

Qualification

Customer relationship managementTechnical product knowledgeAnalytical skillsMicrosoft OfficeEngineering drawing interpretationMulti-taskingResearch skillsEffective communicationProblem-solvingDetail-oriented

Required

Associates Degree with four plus years related experience or High School education or equivalent reading, writing, and math abilities

Diploma with six plus years related work experience

Strong research skills and the ability to work independently or with minimal supervision

Effective computer skills; Microsoft Office software and other company and discipline specific software applications

Ability to build positive relationships and to maintain cross-functional partnerships

Effective written and verbal communication skills

Effective analytical and problem-solving skills

Must be detail oriented with the ability to multi-task

Ability to read and interpret engineering drawings

Ability and willingness to work extended hours, when needed

Read, write and understand the English language

Ability to read, write, analyze, and interpret complex contracts, legal documents, technical documents, engineering drawings, regulations, procedures and manuals