Customer Account Service Coordinator

Honda Aircraft Company; Greensboro, Winston-Salem, High Point (NC, NC, NC); On-site; USD 70,000 - 100,000; Full time

Job summary

Honda Aircraft Company in Greensboro, NC seeks a Customer Support Account Coordinator to serve as the primary liaison between customers and the company, delivering proactive service and strong relationship management.

You will coordinate with engineering, operations, and parts logistics to address customer issues, track aircraft events, and provide timely reports. The role requires a Bachelor’s degree and 7+ years in airline operations, with CRM/SAP experience preferred.

Qualifications

• Bachelor's degree in Business, Aviation Management, or a related field.
• 7+ years of experience with airlines or Part 135 operators.
• Experience with Salesforce or SAP preferred.
• CRM knowledge and cross-functional collaboration.

Responsibilities

• Build strong relationships with customers and understand their business and regional issues.
• Tracks maintenance events and reports aircraft availability and dispatch reliability.
• Generate reports on performance, trends, root-cause analysis, and recommendations.
• Coordinate with cross-functional teams to resolve customer issues.
• Perform routine administrative duties and timekeeping.

Skills

Customer service

Leadership

Interpersonal skills

Time management

Cross-functional collaboration

Project coordination

Communication skills

Independent work

Education

Bachelor's degree

Tools

Salesforce

SAP

Job description

The Customer Support Account Coordinator provides the next level of customer experience through frequent communications, on site visits, and consistently meeting customer expectations. The Customer Support Account Coordinator will be the primary liaison between the customer and Honda Aircraft Company.

Duties and Responsibilities:

• Build a strong relationship with the customer through a deep understanding of their business/cultural and regional issues to assist in positively influencing customer loyalty.
• Tracks and engages with the operator on maintenance events via CAMP or any other system to report Aircraft Availability, Dispatch Reliability and other reports as required.
• Track key metrics (example: onetime performance, parts reliability) and share insights with Honda Aircraft Company internal teams.
• Generate regular reports highlighting performance, trends, root-cause analysis, and recommendations for improvements.
• Understand and communicate effectively customer’s satisfaction with Honda Aircraft products, services and relationships to key leaders in Honda Aircraft Company.
• Build effective working relationships with key leaders in cross functional departments across Honda Aircraft Company to ensure understanding and support for resolution of customer’s issues.
• Lead, coordinate and follow-up to ensure timely response from various customer service teams to ensure timely and effective resolution of customer’s pain points.
• Performs routine administrative duties related to timekeeping, office facility, office supplies, job reports, expenses, travel etc.

Education, Work Experience, Certification and/or Licensure:

• Bachelors’ degree from a four-year college or university in Business, Aviation Management, or a related field is required.
• *At the discretion of management, equivalent years of experience and education/training may be considered in lieu of a degree
• 7+ years of experience working with airlines or Part 135 operators.
• Previous directly related work experience in Engineering, Operations, Parts Logistics, Contracts or Field Services would be considered an asset.
• Previous experience working with a CRM System (i.e. Salesforce), SAP is preferred.

Knowledge, Skills and Abilities:

• Strong customer service focus is essential.
• Having strong leadership skills and ability to act as a team player.
• Must possess excellent interpersonal and communication skills with the ability to build and foster positive relationships.
• Self-motivated, able to work independently, prioritize tasks, manage multiple time sensitive initiatives simultaneously.
• Ability to mobilize teams cross functionally and influence decision making.
• Possess strong organization/time management skills, with a focus on project management methodology.
• Must be results oriented with strong decision-making ability to include negotiation and conflict resolution skills, along with strong problem-solving skills.
• Strong computer skills needed (Microsoft Suite, Share point)

Physical Requirements:

• Incumbents may be routinely exposed to equipment operational noise heat-cold-dust, and/or aircraft equipment, parts, or fuel odors.
• Work in a safe and professional manner while adhering to all regulatory requirements (FAA, OSHA, DOT, EPA, State, and Federal regulations, etc.).
• Read, hear, speak, and see with no restrictions, as required by job duties.
• Comprehend and adhere to management directions and/or safety instructions with no restrictions.
• Effectively communicate in Business English language.