at ALOFT AeroArchitects in Georgetown, Delaware, United States
Job Description
SUMMARY
Develop and maintain professional account management relationships with Company internal and external customers while continually improving level of customer satisfaction. Work cooperatively with the Company sales team and members of supply chain to expedite Customer orders, increase sales volume to existing customers, and attract and retain new customers while meeting or exceeding assigned sales quotas at appropriate gross margins. Assist in the development of a professional Customer Service organization by providing junior and senior level Customer Service Representatives with training, guidance, and assistance.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Maintain close professional working relationships with Company Customers and OEMs to ensure effective lines of communication are maintained and any issues encountered are resolved quickly and completely.
- Generate new and repeated sales by providing product and technical information in a timely manner.
- Ensure Customer Orders are entered promptly and correctly in MRP system (CIMA) and monitored and expedited through to ensure all Customer Orders are on schedule until delivery to our customers.
- Assist Customers in developing delivery schedules that support their requirements and ensure these delivery commitments are met and provide follow up information on shipments and delivery.
- Assist Customers in identifying correct parts required by researching drawings, parts catalogs, and wiring diagrams as required.
- Educate the customer on the benefits of company products and proactively recommend additional required items needed to increase customer satisfaction and improve product sales.
- Act as each Customer’s advocate to ensure all their requirements and expectations are clearly communicated with Company personnel and fulfilled.
- Determine customer requirements and expectations to recommend specific product or solutions.
- Present price, credit, and terms in accordance with company policy.
- Exercise discretion & independent judgment with respect to matters of significance.
- Maintain daily liaison with internal departments as necessary to ensure that we maintain our Boeing Gold rating and Customer orders are of the highest quality rank and are being processed, manufactured, and shipped in accordance with the PO schedule.
- Review the Boeing rating and contest any and all errors to ensure accuracy of the rating.
- Assist Program Management by establishing required MLN’s and WO’s, notifying affected parties of authorized budgets, statements of work, and other related time-charging information.
- Coordinate account activity with other departments and Supply Chain on any unexpected increases and decreases in demand for product to ensure workload and delivery dates are achievable and maintained.
- Assist in the identification and development of strategic Parts / Service and Repair Kits to help simplify Customer Order processing and ensure Customers have the correct parts in the correct quantities to perform their ongoing maintenance activities.
- Set-up and maintain customer files and portals as required.
- Assist accounting personnel in collections efforts as required.
- Monitor & Apply company warranty policies and assist in the investigation of warranty claims submitted by customers for all products.
- Participate in the parts and service pricing to develop the underlying cost of goods and have an understanding of the cost factors and risk in the pricing strategy of Company products to establish market benchmarks for price acceptability and strategies around ‘go to market’ catalog and custom part/service pricing in accordance with company policy.
- Act as the Customer Liaison for non-project support of the Customers while onsite or in support of travel to and from our site. Build relationships of support and trust to continuously offer assistance and monitor their satisfaction. Support requirements will be to offer hotel, rental car, local recommendations, and other information and to ensure the customer offices area is stocked as necessary to ensure they have all info and access to make their stay pleasant. Use this relationship to ensure we’re also support their ongoing spare parts and technical services support needs for post project activity, including spare parts provisioning etc. Work closely with the PM and appropriate Sales Director at ALOFT to align on communications and fulsome support.
- Send and follow up on Customer surveys for all sales and services. Monitor and Identify trends in customer satisfaction and dissatisfaction and make recommendations to direct manager for mitigations or by utilizing the relevant CA/PA/OFI modules in Q Pulse.
- Manage time effectively, meet personal goals, and work effectively with other members of the customer service team.
- Perform on-call Duties as required to include 24/7 support. Duties will require responding to all customer inquiries via phone, cell phone, and computer. A company cell phone will be provided.
- Maintain proficiency in using personal computer and software.
- Responsible for Complete initial / recurrent training requirements in a timely manner.
- Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
- Assign duties and examine work for exactness, completeness, and conformance.
- Assist in carrying out administrative duties such as time and attendance, incident reports, accident reports, etc. in a timely manner.
- Provide motivation, training and general guidance for the Customer Service staff.
ADDITIONAL RESPONSIBILITIES
The individual employed in this position is expected to dress appropriately (determined by area in which their work is performed), report to work on time, have excellent work habits, and have a cooperative and positive attitude in the work setting; exhibits respect and professionalism when interacting with customers, and all employees; must adhere to company policies, procedures and safety standards.
TRAVEL
- Occasional travel may be required; the employee filling this position must be willing to travel on short notice and possibly for extended periods.
