Customer Service/Inside Customer Account Manager - AGSE

JOB SUMMARY

An Inside Customer Account Manager is an ambitious primary customer advocate who engages and builds relationships with commercial customers by providing feedback to inquiries by utilizing their strong organizational and process skills. Provides oversight of pricing, lead-times and contractual requirements of quotes and orders. Performs work with limited direct supervision and plays a critical role in providing an interface between Customer and Company and handles themselves in a friendly and professional manner. This position will manage the activities of both AGSE and Westmont.

JOB DUTIES AND RESPONSIBILITIES

• Assume the day-to-day commercial customer internal focused activities such as: quote processing, sales order processing, contract review, export compliance, customer returns, customer complaints, requests for information, quote follow up, open order management, scorecard analysis and customer satisfaction surveys

Quote Processing:

• Manage customer request for quote to determine and/or verify requested part numbers by analyzing technical manual parts lists, engineering drawings, bills of materials, and other specifications to understand what needs to be quoted
• Understand customer need and recommend products by utilizing company website to determine and/or verify requested part numbers
• Ensure customer requirements and/or terms and conditions are reviewed, understood, and incorporated into the pricing of the quote
• Gather first-hand information from historical quotes
• Interface with Production Control and Supply Chain to ensure product lead-times
• Create quote in the company business system and use sales market guidelines to determine sell price
• Ensure accuracy of quote output prior to submittal to Customer, Sales Rep or customer portal

Sales Order Processing:

• Manage customer purchase order/contract by conducting a review to identify any gaps between quote/price agreements and customer purchase order and resolve any issues identified with customer
• Verify purchase order/contract requirements are consistent with AGSE standard terms of sale and/or specific customer contractual requirements
• Identify any customer requirements to ensure they were referenced on the quote, otherwise, perform a review to confirm compliance and any cost impact
• Create sales order in the company business system, including customer requirements, special flow downs, and making note of any open issues which require resolution prior to shipment of order
• Ensure accuracy of sales order prior to formal acknowledgement to the Customer via e-mail or portal

Account Management:

• Ensure all customer facing requests have been vetted for compliance to AGSE’s Export Compliance policies and/or applicable Government regulations
• Log, monitor, and maintain specific data elements associated with customer equipment returned for repair within the established process, ensuring information is both timely and accurately defined
• Log, monitor, and maintain specific data elements associated with customer complaints and following through on actions required to resolve the issue to ensure customer satisfaction
• Interact with internal departments (Engineering, Supply Chain, Production Control, Manufacturing, Quality, Shipping and Accounting) to obtain feedback to ensure customer needs are met
• Monitor processing time of quotes, sales orders, repair orders, complaints, and on time delivery from inception to closeout by reviewing status dashboards in the company business system
• Ability to maintain and nurture customer relationships by providing excelling Customer Service in an accurate and timely manner, and by coordinating with Regional Sales Directors to resolve customer-related disputes

JOB REQUIREMENTS AND MINIMUM QUALIFICATIONS

Minimum Qualifications

• Education: Bachelor’s degree required
• Experience: At least 2 years of Customer Service
• Ability to work in a structured, process-oriented environment to meet key performance indicators
• Intermediate skill level in Microsoft Office Suite
• Ability to work within multiple Outlook e-mail boxes, which are accessible by all Customer Service team members, and using the Categorize feature to identify the appropriate action/status of each e-mail request
• Proficient in business (formal) e-mail writing skills
• Ability to navigate various customer portals for requests for quotes, orders, updates, changes, etc.
• Ability to independently resolve routine to relatively complex work-related issues
• Dedicated, customer friendly person who provides customer satisfaction, via e-mail, phone, virtual meeting, or face-to-face meeting
• Negotiating skills with the ability to influence outcomes
• This position may require access to Controlled Data and/or Information, whereby, only a US Person will be considered for this position, as defined by 22 C.F.R 120.15 (US Person includes US Citizen or lawful permanent resident)

Preferred Qualifications

• Previous aerospace industry work experience
• Previous manufacturing industry work experience
• Some experience reading and interpreting technical documents
• Comprehensive understanding of Enterprise Resource Planning (ERP) System
• Basic knowledge of contract language

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here represent those employee encounters while performing this job's essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Employees work under typical office conditions, and the noise level is usually quiet to moderate. However, in certain assignments, an employee may work near moving equipment and be exposed to toxic or caustic chemicals, biological hazards, airborne fumes, outdoor weather conditions, and loud, prolonged noise.