Senior Customer Account Representatvie

The Senior Customer Account Representatives  will manage a variety of  Axillon customer accounts to deliver world-class service and support by directly overseeing score cards, immediately responding to inquiries, collaborating internally to prepare and deliver quotations, and joining with the planning team to accurately forecast demand.  The SCAR will serve as the primary interface for a variety of  Axillon legacy customers, responsible for ensuring the most efficient and positive relationship with  Axillon’s customers, while enabling level-loading of production and expeditious resolution of customer assertions.  They will also work closely with key internal stakeholders and have a solid internal network relevant to the customers they support.

·       The Sr. Customer Account Representative is responsible for the day-to-day relationship for a variety of important and challenging customers, particularly those with Long Term Agreements (LTAs) and Master Terms Agreements (MTAs), as well as customers with less frequent, yet important, orders. SCARs are responsible for managing the quote process in accordance with Axillon and site procedures. The SCAR will be responsible for managing the proposal from the request for quote, through order verification and entry, to delivery, shipping and following-up with the customer. Sr. Customer Account Representative will work with other functions on large quotes that require Axillon and Board approval.

·       Responsible for the order review process, which includes screening customers’ orders against existing LTAs, MTAs,  Axillon’sstandard terms and conditions, or other published contractual guidelines.  This requires a thorough understanding of the relevant documents.  Experience and judgment are utilized to determine if the customers’ orders vary from Axillon’s existing agreements.  The SCAR works closely with the Commercial function to resolve discrepancies in the terms and conditions prior to accepting the order and entering it into the appropriate business systems.

·       Responsible for ensuring purchase orders are accurate and internal stakeholders have provided acceptance. Formally acknowledge purchase orders in accordance with the method and timing agreed with the customer (i.e., email or portal acknowledgment within 10 days, per LTA).

·       Gathers information from site Finance, Supply Chain, Operations and Commercial functions in order to prepare costing sheets (considering hours/materials) and quotations for final approval by senior leaders, particularly for out-of-production products. The SCAR ensures quotes are processed in accordance with the Axillon documented procedures and that quoted prices for all orders (original equipment, spare parts, or repair work) are accurate prior to delivery to customers.

·       Resolve customer complaints, which may include warranty, delivery, or quantity disputes, and in the most beneficial manner for Meggitt by collaborating with other functions and using business judgment.  Within certain product groups, the SCAR will serve as the primary  Axillon point of contact with major original equipment manufacturers.

·       Use experience and judgment to identify significant problems and escalate such matters to the Customer Account Manager, then track the matter until it is resolved.   Act as the voice of the customer and ensure timely resolution to all customer orders and inquiries.  The SCAR frequently assembles ad hoc working teams to review customers’ questions and prepare responses using input from multiple functions and internal stakeholders.

·       Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable.  Coordinate with Commercial, Finance, Operations functional leaders to define the range of acceptable variations with respect to prices, lead times, delivery dates and other matters that affect production stability, inventory on hand, and material planning.  Utilize business systems, including Salesforce/CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders.

·       Frequent dialog is expected with other members of the Customer Service team, including employees who are primarily administering orders, as well as attendance at regular team meetings to provide updates on customer orders, delivery status, and issue escalation.  Participate in the Axillon Production System program at the applicable site or product group level by attending Daily Layered Accountability meetings, raising issues related to assigned customer accounts, seeking assistance, and assigning tasks.

·        Gathers, analyzes and delivers customer order data and (internal/external) score cards for Strategic Account Managers (SAMs) and members of the Sales team. 

        Analysis includes verifying accuracy, reconciling discrepancies, summarizing and preparing presentations regarding delivery performance and order history to assist in the pursuit of new sales opportunities.   Detailed knowledge of customers’ order history and Meggitt products are expected in this role.

·       Respond to routine customer inquiries, certifications and forms.

      Seek the necessary input from the Axillon team as needed.

·       Support the creation of monthly and annual forecasts based on historical sales data, customer trends, judgment and experience; support the supply chain and procurement team with forecasting and material planning.

·       Collaborate directly and attend meetings with the Finance function, including Financial Shared Services Centre, to manage and reduce accounts receivables; accountable for resolving disputes that impact cash collection.

        Attend training, follow industry trends and maintain working knowledge of regulatory requirements related to the customers, orders, and products for with he/she is responsible. 

       Provide support and guidance to the Axillon team and delegate as necessary.  

     - Travel and Driving are not essential duties or functions of this job.  Occasional travel may be required to support Axillon Aerospace initiatives or customer meetings.

 - Travel up to    5%.

Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

 Education Level: (Required):       Bachelor's Degree with at least two years of industry experience or High School Diploma/Higher Education Qualification with at least five years of relevant experience

 Degree is preferred, but not essential, as equivalent experience would be sufficient.               

 Field of Study/Area of Experience (if more than 5 years’ experience required, provide overview in the experience comments to support objective justification):  Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line

 2-4 years of experience in customer account management or similar.

Skills, Knowledge and Abilities List

·        Awareness of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.)

·        Ability to understand and follow specific instructions and procedures

·        Ability to gather data, to compile information, and prepare reports

·        Good/Strong/Excellence verbal and written communication skills

·        Presentation skills

·        Ability to influence stakeholders

·        Excellent customer service orientation

·        Track record of building and maintaining customer/client relationships

·        Well-organized, detail-oriented, and ability to multi-task

·        Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines

·        Strong prioritization skills

·        Ability to visualize and plan objectives and goals strategically

·        Conflict management skills

·        Decision making skills