Customer Account Manager (Onsite)

RTX•Monroe, NC

6d•Onsite

About The Position

Joining Collins Aerospace isn’t just about finding a job; it’s about embarking on a journey to redefine the future of aerospace technology. Collins Aerospace, an RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market. The Customer Account Manager reports to the site Customer Service Manager and is responsible for actively managing the day-to-day relationship and order requirements of our customers. The CAM oversees the life-cycle of a repair order from purchase order placement to order closure in our ERP system. The ideal candidate is a relationship builder, who possesses the ability to communicate effectively and professionally with customers. This role is fast-paced, and the responsibilities are wide ranging, so the candidate should be open minded, as well as a quick and independent learner. Proactive problem solving is essential in this role, so the candidate must not be afraid to deal with ambiguity. They should be able to digest and analyze information quickly, make sound decisions, and effectively manage the path forward to issue resolution.

Requirements

Typically requires a University Degree and a minimum of 2 years prior relevant experience with specialized knowledge of technical or operational practices or in absence of a degree, 6 years of relevant experience.
2 years or more experience in a role that involved addressing customer inquiries, resolving issues, providing support and assistance.
Experience utilizing SAP
Experience utilizing Microsoft Office- Excel, Word and PowerPoint skills

Nice To Haves

Demonstrated ability to remain composed and decisive in a fast-paced environment.
Strong business acumen with the ability to prioritize multiple deliverables.
Strong written and verbal communication skills
Demonstrated ability to collaborate and communicate with individuals across all levels of an organization.
Strong sense of urgency and ability to prioritize competing tasks
Coachable with the ability to follow through on job assignments independently.

Responsibilities

Manage the life cycle of customer orders from point of order entry to shipment, ensuring that orders are entered accurately and are in-line with contractual obligations and Global Trade requirements.
Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, & Brokers, providing support for their aftermarket orders.
Extensive and timely interface with cross functional teams within the organization to close customer-related open actions.
Use organization and product knowledge to address more difficult customer inquiries and provide follow up.
Serve as customer interface on product status and delivery.
Lead or participate in customer review meetings both internally and/or directly with the customer.
Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer accounts, and address customer concerns.
Assist with timely payment from customers and resolve invoice disputes.
Provide periodic reports to management and be responsible for leading real time problem resolution activities
Process customer orders and quotes in accordance with Standard Work procedures, and when required, redirect queries to appropriate department or personnel.
Act as an active participant in a Continuous Improvement team, for the betterment of the organization's processes and quality to both internal and external customers
Manage and maintain a record of customer interactions or transactions in the ERP System
Coordinate with logistics to expedite or trace shipments.
Promote products/services to ensure business targets are met.
Provide after-sales support to ensure customers satisfaction.
Perform duties related to overall customer service and account management.
Maintain knowledge of Raytheon organization and products to provide the appropriate information and support to customers.
Consistently document customer service needs to identify patterns and maintain quality.

Benefits

Medical, dental, and vision insurance
Three weeks of vacation for newly hired employees
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
Tuition reimbursement program
Student Loan Repayment Program
Life insurance and disability coverage
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Ovia Health, fertility, and family planning
Adoption Assistance
Autism Benefit
Employee Assistance Plan, including up to 10 free counseling sessions
Healthy You Incentives, wellness rewards program
Doctor on Demand, virtual doctor visits
Bright Horizons, child and elder care services
Teladoc Medical Experts, second opinion program