Senior Customer Service Representative - Account Management

the Client•Bethel, CT

13d•Onsite

About The Position

The Senior Customer Support Representative oversees and manages a portfolio of accounts such as OEM, airlines, MRO, and distribution partners worldwide. Account responsibilities include developing strong relationships with customers, connecting with key business contacts, executives and stakeholders, forecasting, reviewing and preparing RFQ/RFP, negotiation, sales reports and other metrics. The Senior Customer Support Representative will also oversee the entire fulfillment process for their accounts from order processing to shipping and logistics, answer client queries and identify trends and new business opportunities among existing and new customers. In this role, you will liaise with cross-functional internal teams including Contract, Pricing, Supply Chain, Quality, Engineering, Finance/Accounting/Credit, Sales/Marketing, Manufacturing/Operations, and Shipping to meet and improve the entire customer experience. The role requires account management and excellent communication skills, time management, analytical thinking to understand customer behavior, and creation of long-lasting business relationships with our customers.

Requirements

Must be well organized and have a history of managing customer programs.
Proficient in proposal/contract, terms and conditions, preparation, negotiation and management (compliance matrices).
Familiarity with major aerospace customers and affiliates.
Leadership, teaming, team problem solving, program management and time management skills.
Proficient with MS Project, Word, Excel, PowerPoint, MS Outlook, Basic Internet.
Understanding of federal laws, and corporate and project finance.
Bachelor's degree from an accredited institution with a minimum of three (3) years of experience in account management, contract administration, customer service, project management, quality or supply chain in manufacturing, operations or aerospace environment.
In lieu of a bachelor's degree: high school diploma or General Education Degree (GED) from an accredited institution with a minimum of 10 years of experience in account management, contract administration, customer service, project management, quality or supply chain in manufacturing, operations or aerospace environment.
Minimum of three (3) years of experience in account management, contract administration, customer service, project management, quality or supply chain in a manufacturing, operations, or aerospace environment (with bachelor's degree).
OR minimum of 10 years of the same experience in lieu of a bachelor's degree.

Nice To Haves

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Export-control compliance required. See recruiter for eligibility details.

Responsibilities

Serve as the Point of Contact for customer account management matters.
Strong communication skills with internal and external customers.
Build and maintain strong, long-lasting client relationships.
Review contract, RFQ/RFP, coordinate with other functions internally to fully understand the requirements and prepare the quotes/proposals accordingly.
Support gate reviews, contract negotiations, Customer Program Reviews and Audits as necessary.
Lead onsite meetings, telecons, proposal kick off and tag-ups to meet the customers' goals and objectives.
Understand forecast to satisfy customer requirements and manage stock and rotable pool.
Ensure the timely and successful delivery schedule and clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
Review customer claims and provide analysis for Finance/Accounting.
Communicate effectively with customer on quotes, order status, TAT and issues.
Negotiate and follow-up strategically with customers to obtain approvals on quotes and delivery schedule.
Coordinate recovery plans for delinquent performances and analyze root cause and determine corrective action plans for issues.
Stay on top of industry changes and market trends applicable to customers and develop new business opportunities with existing customers and/or identify areas of improvement to meet customer needs.
Provide metrics and status for major accounts to the site Leadership Team.