• Customer Account Manager

    Job Location US-OH-Mason
    Job ID
    2018-1100
    Business Group
    Rhinestahl CTS
    Job Type
    Regular Full-Time
  • Overview

    In cooperation with the Regional Customer Manager (RCM), provide primary/key point of contact (POC) logistic support for assigned products, customers and regions. Provide a level of support and service which ensures the optimum customer experience. Conduct business activities so as to be seen by the customer as their advocate.  Relationship building and management are key position requirements.

    Responsibilities

    • Perform in conjunction with RCM, as prime (POC) to the customer from initial quotation to product shipment and invoice payment
    • Ensure quotations reflect the requirements of the agreed upon terms and conditions.
    • Validate that Purchase Orders/Contracts meet the agreed upon Terms & Conditions, and that shipments meet the PO requirements.
    • Work in conjunction with RCM and Customer Service Center (CSC) to prepare and provide quotations to customers
    • Work with CSC to effect the timely processing of customer orders
    • Work with warehouse personnel to effect the timely shipment of products
    • Provide order status updates to customers, as required
    • Support Finance in collections activities to minimize payment delinquencies
    • Maintain system ERP database (Epicor) with current order/shipment related information
    • Work with Sourcing to ensure the timely manufacture and delivery of products
    • Work with Quality and Engineering to support the timely resolution of problems/issues related to product design and/or manufacture
    • Respond in a timely manner to customer inquiries
    • Be available to travel to customer locations, as required
    • Provide backup support to Regional Customer Manager, as required
    • Work with warehouse personnel, sourcing and quality to handle customer returns, repairs, upgrades and calibrations

    Qualifications

    • 3 years prior customer support experience
    • Bachelor’s degree, preferably in business or engineering, or equivalent work experience
    • Prior experience working with customers in a global environment, including international travel
    • Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel
    • Ability to multi-task and work effectively under time pressures
    • Ability to work beyond normal business hours, as the need arises. Familiarity (through work experience) with aviation industry
    • Ability to interact effectively at various levels within the customer’s organization
    • Articulate and effective communicator with the ability to influence others through the employment of sound judgment and good sense rather than the use of authority.
    • Highest standards of integrity, loyalty, honesty, moral and ethical values.

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