Customer Account Manager (Aerospace)

Location: Wilson, NC

Position: 12 Months Contract (Possible Extension)

Title: 15024900 - Customer Account Manager (Aerospace)

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