Customer Account Leader

StandardAero; Winnipeg; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Account Leader to enhance customer relationships and drive satisfaction within the CF34/CFM56 Business Unit. This role involves acting as a key liaison between various departments and customers, ensuring smooth product transactions and addressing complex issues with innovative solutions. The ideal candidate will possess strong planning, organizational, and communication skills, along with a commitment to excellence in customer service. Join a dynamic team where your contributions will directly impact customer loyalty and operational success in a thriving environment focused on continuous improvement and professional development.

Qualifications

• Minimum Diploma in Business Administration or related discipline with two years experience.
• Strong communication, analytical, and problem-solving skills required.

Responsibilities

• Acts as a liaison between operations, engineering, and customers for product transactions.
• Provides leadership and innovative solutions to ensure customer satisfaction.
• Maintains data in the CRM and manages customer orders efficiently.

Skills

Effective communication

Planning and organization

Analytical skills

Decision making

Problem solving

Interpersonal skills

Negotiation

Conflict resolution

Customer service

Cultural sensitivity

Education

Diploma in Business Administration

Baccalaureate Degree in Business Administration

Tools

SalesForce.com (SFDC)

Microsoft Office

Job description

Customer Account Leader (CF34/CFM56 Business Unit)

Acts as a liaison between operations, engineering, materials, sales and the customer for product transactions in support of all types of customers (transactional, contractual, PBTH, field service, etc). Understands and implements solutions to maximize the customer experience and the financial requirements of the business unit.

Specific Accountabilities

• Acts as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
• Provides innovative solutions to complex issues, influencing others to ensure customer satisfaction is maintained and company standards and profit margins are maximized.
• Provides team leadership and mentors, coaches, and empowers others to ensure transaction timelines are met or exceeded.
• Provides informal leadership within the business unit, demonstrating integrated thinking when solving problems and implementing continuous improvement practices.
• Adapts to change, demonstrating proactive thinking, assertiveness and initiative to identify potential issues/problems before they arise.
• Builds relationships with both external and internal clients.
• Updates and completes Measures of Performance (MOPS).

Product Related

• Reads and interprets legal documents to determine requirements for the creation and distribution of production documents using language in clear and concise manner.
• Manages accounts through the practice of sound business judgment, recalling relevant information when analyzing situations and defending decisions.
• Receives, processes, and verifies engine/propeller/component/module/accessory induction information and/or customer orders for purchases using company systems and customer purchase orders to verify the accuracy of information/orders.
• Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the BU/site.
• Prepares, generates and distributes reports, order acknowledgments, estimates and invoices as required. Compares engineering reports with estimates and invoices, identifies and addresses potential cost overruns as they occur; Determines estimate to invoice variance (EIVA).
• Applies basic project management principles, identifying available resources, defining scope, developing timelines and budgets, analyzing cost-benefit and evaluating risk.
• Initiates the required action for response to customer service requests for workscope/order changes, including the maintenance of order information files, and communicates changes to the appropriate personnel.
• Provides customers with product information including pricing, scheduling, delivery and/or backorder availability and functionally equivalent part alternatives.
• Validates inventory costs, explaining pricing, price increases, estimate and invoice changes to customers.
• Monitors and analyzes cost projections on an ongoing basis, proposing solutions for corrective action as required.
• Manages customer concerns, identifying costs associated with and impacts on resolution of Customer Concerns on other areas.
• Coordinates OEM warranty and resolves or assists in resolving warranty claims; issues core credits and debits for claims and invoice errors, if applicable.
• Reviews and coordinates all contract/transaction work for the business unit/site, ensuring both parties adhere to the terms of the contract/agreement.
• Maintains data in the Customer Relationship Management (CRM) or SalesForce.com (SFDC) database.
• Manages documents as per company, customer, and regulatory standards and process.

Service Related

• Projects a positive image in representing the corporation to clients and the community; hosts and coordinates customer visits as needed.
• Cultivates customer loyalty through a commitment to customer satisfaction.
• Supports preparation of proposals, quotes and presentations and proposes sales strategies.
• Manages personal workload and time, setting and manage priorities and time on task, asking for assistance when required.
• Receives, evaluates and answers customer, internal organization or sales force inquiries regarding a variety of order-related or service issues.
• Evaluates logistics, coordinating field service work and rental requirements.
• Plans to meet forecast demands while communicating anticipated future demands internally.

General

• Responsible for observing and reporting any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
• Carries out additional projects as assigned.

Minimum Educational/Academic Requirements

• The typical minimum level of education to perform this job competently is a minimum Diploma in Business Administration, Marketing, or related discipline with two years or a Baccalaureate Degree in Business Administration, Commerce, or a related discipline.

Required Skills/Experience

• Communicates effectively with customers (both internal and external), demonstrating effective use of written, verbal, non-verbal, and active listening skills.
• Strong planning, organizational, analytical, decision making and problem solving skills.
• Strong interpersonal and teamwork skills that include demonstrated expertise with negotiation, conflict resolution and customer service.
• Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
• A proven commitment to professional practice, continuous professional improvement, and life-long learning.
• A thorough knowledge of company instructions and export compliance.
• Expertise in production management, inventory purchasing and sales/marketing computer information systems.
• Working knowledge of PC’s in the current company operating system environment including the use of Microsoft Office productivity software.
• Knowledge of products/engines/propellers/accessories in respective business unit/site and technical skills appropriate to role.

About the company

StandardAero is a maintenance, repair and overhaul provider based in Scottsdale, AZ.