Customer Account Manager (Open)

Date Posted:

2024-04-10

Country:

United States of America

Location:

HAL11: Aerostructures-AL Srv Ctr 111 Airport Drive , Foley, AL, 36535 USA

Position Role Type:

Unspecified

Collins Aerospace is looking for a Customer Account Manager to support the aircraft maintenance, repair, and overhaul business that services many of the world's largest airlines and corporations. You will ensure that initiatives and customer issues are addressed in a timely and efficient manner. You will confer with customers by telephone or electronically to provide information about organizational products or services, discuss customer accounts, and obtain or address customer complaints.

LOCATION: Onsite - (Foley, AL)

SHIFT: Monday – Friday day shift

*NOTE: Must be able to work 1 week on-call including weekends every 7-9 weeks

Primary Responsibilities:

• Responds to call or emails to customers to provide follow-up on inquiries.
• Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
• Provides references to customers to publications of materials and secondary sources of information.
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products/services to ensure business targets are met.
• May provide after-sales support for client contracts to ensure customers satisfactions are met.
• Performs duties related to overall customer service.
• Provides support to sales team regarding customer concerns.
• Coordinates with sales reps to identify inside sales opportunities.
• Serves as customer interface on product status and delivery.
• May manage or work in call center for customer support.
• Maintains knowledge of organization and products to provide the appropriate information and support to customers.
• Consistently documents customer service needs to identify patterns and maintain quality.
• Communicate professionally and effectively, both in writing and verbally to others

Qualifications/Experience Needed:

• Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience
• U.S. Person (U.S. citizen, permanent resident, refugee or asylee) or eligible to obtain necessary export authorizations required: https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62
• Minimum 1 years’ experience in customer service (via phone or customer-facing)
• Minimum 1 years’ experience using and corresponding electronically in MS Word, Excel or Outlook

Preferred Qualifications

• SAP Experience.
• Aerospace experience preferred
• Ability to verbally communicate in alternate languages.
• Business-to-business Customer Service experience.
• As needed, may need to work beyond schedule to complete work with customer or shop floor work

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Our Advanced Structures team leverages advanced materials and additive manufacturing to develop complex interior and exterior solutions. These solutions ensure structural integrity of the aircraft, help aircraft take off and land, stay trim in the air, move forward, carry cargo and conduct rescues. We delight our customers with superior products and best-in-class service. Our global team is committed to continuous improvement – we work hard to make our solutions lighter-weight, stronger and more technically advanced, so that plane travel can be safer, more affordable and more sustainable in the years to come. We are looking for the best and brightest to fly and land with us! 

WE ARE REDEFINING AEROSPACE.

* Please consider the following role type definitions as you apply for this role.

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

Regardless of your role type, collaboration and innovation are critical to our business and all employees