Key Account Representative - Military
Manage and coordinate all of the customer support and service aspects of Safran Helicopter Engines USA's customers within a given Key Account.
This customer-oriented role represents Safran Helicopter Engines USA, provides product and service information, resolves problems, handles email and phone calls with accuracy, efficiency, and ensures excellent service standards while maintaining high internal and external customer satisfaction.
The ideal candidate will provide customer support to the U.
S.
Government Customers and other assigned agencies.
Primary duties and responsibilities include, but are not limited to the following:
o Act as a liaison between SafranHE USA and the customer in matters pertaining to contractual requirements o Review and process daily customer requests for parts and/or serviceso Process shipments per customers request and forward tracking and airway bill informationo Provide accurate and timely information to order status and product inquirieso Maintain back order reports and work with Materials Management team to ensure on-time deliveryo Manage, induct, and track customer property through each phase of WIP, working closely with the customer and the MRO Shop to meet contract delivery schedule and customer requirementso Prepare work orders and sales orders to facilitate customer sales and repair worko Forecast, induct, manage and track customer property in WIP working closely with the customer and liaising with the shop to meet customer requirementso Quote sales, exchanges, rentals and repairs in accordance with established department policies and procedureso Provide regular status reports to customers as necessaryo Maintain contract deliverables; ensuring information is provided to the customer as agreed upono Create and maintain organized filing systems and electronic record keeping o Work with Key Account Managers to execute the business plan to secure forecasted revenue goalso Manage and maintain KPIs for respective key accountso Process invoices and send to the customer, working with the Finance team and the customer to resolve any discrepancies or disputeso Resolve complaints by providing accurate and timely resolution to customer inquiries; escalating to management if necessaryo Ensure Field Service Representatives are kept abreast of any pertinent information that is exchanged with customers in relation to AOGs or impact to mission requirementso Appropriately handle confidential and sensitive informationo Receive complaints and provide appropriate solutions and alternatives in a timely manner and follow up to ensure satisfactory resolutiono Provide timely feedback on service failures or customer concerns and use the Quick Response Quality Control (QRQC) board as a process improvement tool when necessaryo Assist department Vice President, Director, and Key Account Manager as directedo Meet and/or exceed customer's expectations with a positive attitudeo Travel required - 5% Candidate skills & requirements o Bachelor's degree preferredo 3 to 5 years of customer relations experience in aviation and/or training o A strong background in logistics/scheduling and provisioning management is preferredo Intermediate computer skills with knowledge in Microsoft Office:
Outlook, Word, and Excelo Knowledge in SAP preferredo Ability to comprehend aviation Maintenance Manuals, Illustrated Parts Catalogs, and Tooling Catalog o Ability to quickly learn and master new or unfamiliar software programso Ability to multi-task and manage priorities in a fast paced environmento Must be able to pass government background check for receipt of Common Access Card (CAC) Annual salary TBDJob location Job location North America, United States, Texas City (-ies) Grand Prairie Applicant criteria Minimum education level achieved High School diploma, A Level Minimum experience level required More than 3 years Recommended Skills Aviation Business Planning Business Process Improvement Catalogues Curiosity Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
This customer-oriented role represents Safran Helicopter Engines USA, provides product and service information, resolves problems, handles email and phone calls with accuracy, efficiency, and ensures excellent service standards while maintaining high internal and external customer satisfaction.
The ideal candidate will provide customer support to the U.
S.
Government Customers and other assigned agencies.
Primary duties and responsibilities include, but are not limited to the following:
o Act as a liaison between SafranHE USA and the customer in matters pertaining to contractual requirements o Review and process daily customer requests for parts and/or serviceso Process shipments per customers request and forward tracking and airway bill informationo Provide accurate and timely information to order status and product inquirieso Maintain back order reports and work with Materials Management team to ensure on-time deliveryo Manage, induct, and track customer property through each phase of WIP, working closely with the customer and the MRO Shop to meet contract delivery schedule and customer requirementso Prepare work orders and sales orders to facilitate customer sales and repair worko Forecast, induct, manage and track customer property in WIP working closely with the customer and liaising with the shop to meet customer requirementso Quote sales, exchanges, rentals and repairs in accordance with established department policies and procedureso Provide regular status reports to customers as necessaryo Maintain contract deliverables; ensuring information is provided to the customer as agreed upono Create and maintain organized filing systems and electronic record keeping o Work with Key Account Managers to execute the business plan to secure forecasted revenue goalso Manage and maintain KPIs for respective key accountso Process invoices and send to the customer, working with the Finance team and the customer to resolve any discrepancies or disputeso Resolve complaints by providing accurate and timely resolution to customer inquiries; escalating to management if necessaryo Ensure Field Service Representatives are kept abreast of any pertinent information that is exchanged with customers in relation to AOGs or impact to mission requirementso Appropriately handle confidential and sensitive informationo Receive complaints and provide appropriate solutions and alternatives in a timely manner and follow up to ensure satisfactory resolutiono Provide timely feedback on service failures or customer concerns and use the Quick Response Quality Control (QRQC) board as a process improvement tool when necessaryo Assist department Vice President, Director, and Key Account Manager as directedo Meet and/or exceed customer's expectations with a positive attitudeo Travel required - 5% Candidate skills & requirements o Bachelor's degree preferredo 3 to 5 years of customer relations experience in aviation and/or training o A strong background in logistics/scheduling and provisioning management is preferredo Intermediate computer skills with knowledge in Microsoft Office:
Outlook, Word, and Excelo Knowledge in SAP preferredo Ability to comprehend aviation Maintenance Manuals, Illustrated Parts Catalogs, and Tooling Catalog o Ability to quickly learn and master new or unfamiliar software programso Ability to multi-task and manage priorities in a fast paced environmento Must be able to pass government background check for receipt of Common Access Card (CAC) Annual salary TBDJob location Job location North America, United States, Texas City (-ies) Grand Prairie Applicant criteria Minimum education level achieved High School diploma, A Level Minimum experience level required More than 3 years Recommended Skills Aviation Business Planning Business Process Improvement Catalogues Curiosity Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
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