Account Services Manager

Saab•Ashburn, VA

1d•Onsite

About The Position

Saab, Inc. Regional Aircraft in Ashburn Virginia is seeking a dynamic, results-oriented Customer Service Account Representative to provide outstanding customer service to Saab airline customers and internal colleagues. The ideal candidate will be highly motivated, customer-focused, and committed to providing outstanding service as an advocate for Saab customers. Responsibilities include, but are not limited to: Customer account management Respond to day-to-day requests from customers for parts and services Perform customer order quotes and follow up Answer and respond to customer telephone and email contacts, including occasional off-hours and weekend on call assignments, as necessary Provide frequent follow-up communications to ensure that customers and Saab colleagues are fully apprised of quote and order status Become familiar with Saab products and programs to best understand customer issues and recruit help from the appropriate people Coordinate actions across multiple departments and levels within the organization, as necessary, to ensure that service level requirements are met Build strong customer relationships with customers and Saab colleagues working in a team environment Contribute to a people-first culture in alignment to Saab values, demonstrating core Company values: Trust, Drive, Expertise, and Support Must be able to multi-task and prioritize workload to meet customer needs Monitor customer service performance Responsible for timely follow through on all matters Other tasks as assigned Compensation Range: $77,400-$96,800 The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education/training.

Requirements

BA/BS Degree in a Business-related discipline is strongly preferred
3+ years related work experience required
Customer-focused mindset with a demonstrated commitment to delivering exceptional service and building long-term customer satisfaction
Ability to coordinate resolution of customer service issues and recognize when to escalate issues
Strong professional communication skills with the ability to interact confidently and effectively with customers, internal stakeholders, and cross-functional Saab personnel
Excellent verbal, written, and interpersonal communication skills, with the ability to build credibility and influence across diverse audiences
Proven ability to establish, develop, and maintain strong customer relationships
Ability to understand market dynamics, customer needs, and competitive landscape to support business objectives
Strong active listening skills with the ability to understand customer perspectives and respond with effective solutions
Ability to manage multiple priorities simultaneously
Detail-oriented with the ability to quickly understand and engage with technical products, systems, and content
Proficient in Microsoft Office Suite and ability to quickly learn and effectively utilize ERP and other business systems
Ability to identify and recognize opportunities for account growth
Willingness to participate in a 24/7/365 on-call customer support rotation as business needs require
Must be a U.S. citizen, Permanent Resident (green card holder), or protected individual as defined by 8 U.S.C. 1324b(a)(3).
Candidates will be required to pass a pre-employment drug screen.

Responsibilities

Customer account management
Respond to day-to-day requests from customers for parts and services
Perform customer order quotes and follow up
Answer and respond to customer telephone and email contacts, including occasional off-hours and weekend on call assignments, as necessary
Provide frequent follow-up communications to ensure that customers and Saab colleagues are fully apprised of quote and order status
Become familiar with Saab products and programs to best understand customer issues and recruit help from the appropriate people
Coordinate actions across multiple departments and levels within the organization, as necessary, to ensure that service level requirements are met
Build strong customer relationships with customers and Saab colleagues working in a team environment
Contribute to a people-first culture in alignment to Saab values, demonstrating core Company values: Trust, Drive, Expertise, and Support
Must be able to multi-task and prioritize workload to meet customer needs
Monitor customer service performance
Responsible for timely follow through on all matters
Other tasks as assigned