Position Purpose

The Customer Account Manager is primarily responsible for engaging Vaupell’s customer base and providing our clients with exceptional customer service support. The Account Manager acts as the Voice of the Customer, and drives the internal organization’s behavior through the communication of customer
needs and expectations.

Duties & responsibilities:

Responsibilities include, but are not limited to, the following:

· Acts effectively as a customer champion and advocate; understands and communicates current and future customer needs and expectations; establishes and maintains strong relationships at all levels with the customer

· Proactively coordinates all aspects of an order to ensure that we meet or exceed our customer's needs and expectations, including following up on special products, scheduling, and manufacturing details to avoid issues that may negatively impact the project success, and working cooperatively with interdepartmental peer groups

· Establishes broad technical knowledge of all products including developing a deep understanding of our customers’ aircraft maintenance operations and business systems

· Liaises between our customers and manufacturing. Negotiates solutions and prioritizes orders with our customers and our manufacturing sites while managing overall cost

· Develops plans that will meet the project requirements while accounting for obstacles that could impact the project's success

· Coordinates with New Product Introduction (NPI) teams to ensure projects launch in a timely manner

· Supervises and trains support staff

· Provides data entry support as needed

Requirements:

· 3-5 years of previous customer service experience in a similar role required

· Requires strong knowledge of ERP systems and general computer skills for fast, accurate entry of customer order data

· Requires strong problem solving skills

· Excellent verbal and written communication skills. Must have the ability to understand and support the inquiries from our customers with clear communication in written or spoken English

· Prior experience in a manufacturing and/or aerospace setting is preferred

· Bachelor’s degree is preferred