Manager Aerospace Customer Accounts

Principal Responsibilities

• Supervises the Account Specialists, assists when necessary to address complaints and resolve difficult problems.
• Leads and coordinates the activities of employees engaged in Customer Service activities.
• Plans and develops policies and procedures that will enhance service to customers with timeliness and accuracy.
• Accesses customer portals for maintaining customer requirements and planning.
• Uses RBC ASI software for maintenance of customer requirements.
• Maintains production orders and expedites delivery per customer requests.
• Captures and negotiates customer quotations and proposals within defined limits.
• Issues credits based on verified customer debits, internal management requests, or billing error corrections.
• Solves customer disputes.
• Ensures the work of the Account Specialists is timely, accurate, and error-free.

Qualifications

• Bachelor’s degree or three to five years related experience in a supervisory role and/or training; or equivalent combination of education and experience to the satisfaction of the manager.
• Excellent written and oral communication skills.
• General computer skills – Microsoft Office ASI.
• Must have significant knowledge of company products and procedures to effectively train and ensure accuracy with: Return Material Authorizations (RMA’s), Contract Review.
• Acts as company liaison with a variety of internal and external customers when resolving significant, unusual, or complex issues.
• Provides necessary training to assure familiarity of Account Specialists with product, process, and customers, including helping to establish relationships with plant engineering departments.
• Keeps abreast of regulatory changes in the industry as well as company policy changes to flow down to Account Specialists.
• Plans, prepares, and assigns customers to Account Specialists taking into consideration workload and competency of incumbents to assure excellent customer service is provided.
• Observes and evaluates the performance of Account Specialists.
• Writes performance reviews and obtains approval of such review and salary increase with manager and HR prior to communicating same to employee.
• Takes appropriate corrective action with those whose performance does not meet expectations up to and including discharge.
• Travel to visit major customers as required.
• Conducts departmental meetings as required.