Customer Account Manager

Responsibilities:

• Maintain prompt and professional communication with their assigned customer accounts, including weekly calls or status support.
• Time/task management skills allowing for adaptability in a fast-paced environment.
• Purchase order, product support agreement, & service agreement review.
• Ready to Quote monitoring & Quote generation.
• Quote approval & customer requirement communication (CAMs are the liaisons between our customers & Client).
• Supporting the customer through the entire repair value-stream, including shipping.
• Exchanges/ Advanced Exchanges as needed.
• Managing Aging WIP (following MRO reminder and return as-is practices).
• Supporting disputed invoice resolution.
• Managing the ESD credibility of open customer orders.
• Helping to maintain the daily metric goals associated with QH, RTQT, ESD Overdue and Upcoming ESD.
• Administrative tasks associated with the storage and traceability of orders - file management, scanning, document retention requirement compliance.
• Positively impacting culture by: supporting a learning environment where problems & issues are viewed as opportunities to improve our systems, effectively collaborating with others, and striving greater proactivity than reactivity.
• Disposition warranty, process credit and debits for customers, support penalty claim review, and support OTD RRCA.
• Support and engage with the digital innovation initiatives within the repair center, including EDI/ Aeroxchange, MROlife, baselined best practices in leveraging Microsoft 365 utilities, future state software solution implementation/integration, etc.
• Support the site's continuous improvement initiatives and ongoing journey towards operational excellence (Process Mapping, CORE events, Turnback participation).
• Maintaining compliance through an understanding of International Trade Compliance, the Kidde Quality Management System, customer property management systems, US Government contracting FAR/DFAR, and airworthiness regulatory bodies.
• Supporting Service Bulletin and Airworthiness Directive campaigns that impact assigned customer accounts.
• Escalating to management when appropriate and flagging customer critical needs; work AOG and MEL requests with an appropriate sense of urgency.
• Through these tasks above, the CAM is expected to support the site level daily, monthly, and annual goals associated with On Time Delivery, Policy Deployment, and Sales.

Requirements:

• Proficiency with SAP transactions related to customer order processing – primary SAP transaction will be related to Sales order creation (VA02), a basic awareness of Sales Order mechanics, peripheral impact of VA02 changes to connected SAP documents/tables, & the customer master is preferred.
• Basic proficiency in Microsoft applications.

Education:

• HS Diploma

We offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit www.zobility.com to learn more.

Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.