PDC Customer Account Representative (Onsite)

RTX•Norton Shores, MI

1d•$86,800 - $165,200•Onsite

About The Position

We have an exciting opportunity for you to join our Pratt & Whitney Component Solutions team (Muskegon, MI.) as a Customer Account Representative. In this role, you will be the main point of contact for our customers and be a resource for them to solve a variety of challenges that may arise. The person in this role should be highly attentive to detail and a self-starter. You will be customer focused and solution oriented while maintaining high levels of professionalism to meet the needs of our customers.

Requirements

An Advanced Degree with a minimum of 3 years of experience in business-to-business sales, customer service, customer account management, or related aviation industry experience, OR a Bachelor’s degree with a minimum of 5 years of prior relevant experience

Nice To Haves

Previous experience in a customer facing role in aviation or a manufacturing environment dealing with a high volume of customers
Experience building customer relationships and cultivating sales
Strong business acumen
Strong interpersonal skills and ability to communicate across multiple levels of the organization
A working knowledge of SAP
Process improvement: Demonstrated experience improving processes for greater efficiency and organizational effectiveness.

Responsibilities

Serves as key Customer-facing liaison, responsible for regular internal and external communication, building strong Customer relationships and managing Customer mood – making escalations infrequent, and improving overall health of assigned Customer accounts for New Spares and Repairs
Provides oversight, guidance, and mentoring of the Frontline Customer Support Representative (CSR) teams for New Spares and Repairs to build community and to improve throughput, productivity, and overall Customer Experience
Acts as Customers’ first escalation point to resolve problems – internal and external – when issues are not able to be resolved in a timely manner by the Frontline CSR teams for New Spares and Repairs
Resolves shortage issues by making sure to explore all options and ensuring “Voice of the Customer” is at the forefront of all conversations and decisions
Managing assigned Customer external reports and work proactively with assigned Frontline CSRs to resolve blocking issues in a timely manner
Achieves mastery of assigned Customers’ requirements and flows down information including but not limited to key contractual information and discount structure
Develops and communicates accurate sales forecasts to Management and the Material Management teams
Establishes, achieves, and validates KPIs with internal and external assigned Customers
Makes process improvements to enhance the overall Customer Experience
Actively grows knowledge of parts, engine models, aircraft, and fleets
Travels as required (10%)