Customer Service Account Manager

Join Barfield and Become a Part of the Adventure!If you are a talented Customer Service Account Manager interested in working in the exciting field of aviation, Barfield wants you!Barfield is more than just a prestigious name in the industry : it is subsidiary of Air France Industries KLM Engineering We are looking to hire a dedicated customer Service Account Manager to join our team. The Customer Service Account Manager will support our Customer Support department.We offer a comprehensive total compensation and benefits package. For more information about us, please visit our website at Position: Customer Service Account Manager FLSA status: Full Time-Non-ExemptDepartment: Customer SupportReport to: Customer Service DirectorJob Summary: The Customer Service Manager is responsible for providing support to our customers and sales team by preparing quotes and pricing. The Customer service manager will work closely with Sales representatives, Customers, and Purchasing agents to ensure timely and accurate pricing information. The ideal candidate will have a strong background in sales support and customer service, excellent communication skills, and the ability to work in a fast-paced, deadline-driven environment. Key Responsibilities Create & deliver accurate and timely quotations for customers via ERP system by checking the internal database for contract terms and price conditions.Verify piece part pricing and labor are correctly applied to quotes.Check teardown findings to validate it is in line with the parts and service requested and the customer requirements. Make sure the write-up supports the over-and-above quote or warranty decisions.Check FMV (Fair Market Value) or new price of end unit to assess BER condition as per contractCollaborating with sales team to maximize profit by up-selling or cross-sellingCreate and monitor repair orders to outside vendorsAnswer daily RFQ's received via email, phone, or websiteBuild and maintain relationships with customers, maintenance shops, and internal sales reps.Ensure that all quotes are compliant with company policies and procedures.Provide exceptional customer service and respond promptly to customer inquiries and concerns.Collaborate with the sales team to ensure that all opportunities are properly qualified and pursued.Support the sales team with administrative tasks, such as data entry and reporting.Effectively reporting program status through Program Reviews, Weekly Status Reports, and maintenance of appropriate daily metrics to ensure progress is being accomplished toward accounts objectives.Ensure that all commitments with customers are kept confidentialDeveloping a complete understanding of key account needsManaging communications between key clients and internal teamsMeeting all client needs and deliverables according to proposed timelinesWorking as a liaison with sales, logistics, managers, and team members from other departments to ensure the highest performance and quality of services and constantly improve customer satisfactionIdentifying and anticipating potential issues that may affect the performance and the profitability of the accounts. Lead and define action plan together with a cross-functional team to resolve the issuesIdentifying part numbers' flow variations with sales and customers to help anticipating supply chain impactMonitoring cost, including but not limited to: Parts, labor, Exchanges, Outsource, BER, O&A, etc.Working with finance to maintain profit margin measures within assigned accountsPlanning and presenting reports on the account performance and quarterly initiatives to share with team membersConsistently analyzing client data to ensure GTA's and Contractual agreements are followedExpanding relationships and bringing in new clientsRequired Skills/Competencies/Qualifications:Goal-oriented, organized team playerEncouraging to team and staff; able to mentor and leadSelf-motivated and self-directedExcellent interpersonal relationship skillsAble to analyze data and sales statistics and translate results into better solutionsTwo to five years previous work experience key account management, customer service or relevant experience in MRO industryExcellent verbal and written communication skills; must be a listener, a presenter, and a people-person with a customer oriented mindsetBasic computer skills, and experience with CRM software and the Microsoft Office Suite, with emphasis on superior Excel skillsKnowledge of Quantum ERP a plus.English (French and Spanish a plus).Ability follow-through on client contractsAbility to multitask and manage more than one client account Proven results of delivering client solutions Be available to travel for customer visits as required.Personal Characteristics Honesty and Integrity Ability to manage multiple priorities at one time.Superior customer/client focus Ability to communicate in a professional manner with team members at all levels of the organization. Ability to prioritize, organize and plan workload effectively. Ability to learn quickly, multitask and perform under deadlines. Must work well in a team environment and/or with little supervision.Positive attitude and ability to work in fast-paced environment.Working Conditions This position works primarily in an office environment, Monday through Friday, but may be required to work additional hours during peak periods or to meet deadlines.Barfield is an equal opportunity employer.Equal Employment Opportunity is the Law. This law requires Barfield to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your RightsAs a Federal Contractor, Barfield is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify.All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Created: 2025-01-20