Customer Service Account Manager

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 a 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 Service Department.

We offer a comprehensive total compensation and benefits package.

Position: Customer Service Account Manager

Department: Customer Service

Report to: Director of Customer Service

FSLA Full time, Non-exempt

Job 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. This hands on position is perfect for someone who wants to develop this role by taking ownership, supporting, and driving revenue.

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 contract
• Collaborating with sales team to maximize profit by up-selling or cross-selling
• Create and monitor repair orders to outside vendors
• Answer daily RFQ's received via email, phone, or website
• Build 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 confidential
• Developing a complete understanding of key account needs
• Managing communications between key clients and internal teams
• Meeting all client needs and deliverables according to proposed timelines
• Working 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 satisfaction
• Identifying 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 issues
• Identifying part numbers' flow variations with sales and customers to help anticipating supply chain impact
• Monitoring cost, including but not limited to: Parts, labor, Exchanges, Outsource, BER, O&A, etc.
• Working with finance to maintain profit margin measures within assigned accounts
• Planning and presenting reports on the account performance and quarterly initiatives to share with team members
• Consistently analyzing client data to ensure GTA's and Contractual agreements are followed
• Expanding relationships and bringing in new clients
• Process exchanges for customers that require a replacement or exchange

Required Skills/Competencies/Qualifications:

• Goal-oriented, organized team player
• Encouraging to team and staff; able to mentor and lead
• Self-motivated and self-directed
• Excellent interpersonal relationship skills
• Able to analyze data and sales statistics and translate results into better solutions
• Two to five years' previous work experience key account management, customer service or relevant experience in MRO industry
• Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person with a customer oriented mindset
• Basic computer skills, and experience with CRM software and the Microsoft Office Suite, with emphasis on superior Excel skills
• Knowledge of Quantum ERP a plus.
• English (French and Spanish a plus).
• Ability follow-through on client contracts
• Ability to multitask and manage more than one client account
• Proven results of delivering client solutions
• Be available to travel for customer visits as required.
• Be able to work full time at office location

Barfield is an equal opportunity employer.

Equal Employment Opportunity is the Law.

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.