Customer Account Representative

Job Description

Customer Account Representative

Ansty, Greater Coventry area (4 Days onsite / 1 Day Remote after 13 weeks)

6 Months (potential extension to 12 months)

Rate: TBC (39 Hours per week)

Position Summary:

The Customer Account Representative is the first point of contact for many of our aerospace clients’ customers. They are responsible for delivering a world-class service and supporting the business by responding to customer enquiries, updating the business systems, collaborating internally to prepare and deliver quotations, and joining with the planning team to accurately forecast demand. By utilizing our clients’ High Performance System, the Customer Account Representative will serve as the primary interface responsible for ensuring the most efficient and positive relationship with customers, while enabling level-loading of production and expeditious resolution of customer assertions. The role will support the team's Senior Customer Account Representatives and report into the Manager, Customer Accounts for a specified product group.

Responsibilities:

1. The Customer Account Representative is responsible for receiving, reviewing, and entering purchase orders into the enterprise resource planning (ERP) system.
2. Raising quotes and customer documentation, prioritizing workload to ensure the customer receives an excellent service at all times.
3. Respond to various customer emails and phone calls to manage their orders and enquiries; the Customer Account Representative will serve as the primary point of contact for customers’ buyers and supply chain personnel.
4. Coordinate site visits to the clients’ facilities and set up customer meetings as required.
5. Refer any pricing queries to the Senior Customer Account Representative and/or the Commercial functions to ensure accurate pricing is applied.
6. Track and reconcile internal and external customer scorecards, which includes verification of the metrics.
7. Produce costing sheets in collaboration with colleagues from Procurement, Demand Planning, and Manufacturing departments as required to produce accurate quotes.
8. Use SAP product recognition to identify runner/repeater parts and what can be sold to the customer, as well as checking lead times. For any stranger/alien parts, raise the relevant enquiry process.
9. Upon receipt of orders for “out-of-production” products, gather the information necessary to prepare a quotation, which includes pricing, production lead time, and Megitt terms and conditions.
10. Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost.
11. Monitor and actively manage customer portals to ensure prices, quantities, lead times, and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations).

Minimum Skills:

1. Ability to understand and follow specific instructions and procedures.
2. Ability to gather data and create spreadsheets to compile information and prepare reports (Excel).
3. Strong verbal and written communication skills, and the ability to have difficult conversations with long-standing customers.
4. Excellent customer service – relationship building with familiar clients will be a key aspect of this position.
5. Well-organized, detail-oriented, and ability to multi-task.
6. Ability to prioritize duties in order to meet deadlines.
7. Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web browsers.
8. Inquisitive about the Aerospace industry/current processes to identify key areas to improve.

Desirable Skills / Upskilling Opportunities:

1. Knowledge of SAP.
2. Aware of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.).
3. Use of Salesforce.