Account Services Manager

Job Description :

Saab, Inc., Regional Aircraft in Ashburn Virginia is seeking a dynamic, results-oriented Senior Customer Service Account Representative to provide outstanding customer service to Saab airline customers and internal colleagues.

The ideal candidate will be highly motivated, customer-focused, and committed to providing outstanding service as an advocate for Saab customers.

This position is for the noon to 9pm shift.

Responsibilities include, but are not limited to :

Customer account management

Respond to day-to-day requests from customers for parts and services.

Perform customer order quotes and follow up.

Answer and respond to customer telephone and email contacts including some off-hours and weekend on call assignments, as necessary.

Provide frequent follow-up communications to ensure that customers and Saab colleagues are fully apprised of quote and order status.

Become familiar with all Saab products and programs to best understand customer issues and recruit help from the appropriate people.

Coordinate actions across multiple departments and levels within the organization, as necessary, to ensure that service level requirements are met.

Build strong customer relationships with customers and Saab colleagues working in a team environment.

Must be able to multi-task and prioritize workload to meet customer needs.

Responsible for timely follow through on all matters.

Compensation Range : $83,400-$104,300

The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education / training.

Skills and Experience :

BA / BS Degree in a related discipline, preferred.

8 + years related work experience.

Customer focused.

Must be a problem solver who is poised, mature and fully capable of professional communication with customers and Saab personnel.

Excellent communication and interpersonal skills.

Ability to develop customer relationships.

Ability to understand the marketplace.

Ability to listen to the customer and understand the customer perspective.

Ability to work on multiple, complex issues simultaneously.

Must be detail-oriented and comfortable with / interested in technological content.

Must be proficient with Microsoft Office and be able to master ERP system.

Recognize sales opportunities for account growth.

Available to participate in 24 x 7 x 365 on call customer support activities, as scheduled.

Citizenship Requirements :

Must be a U.S. citizen, Permanent Resident (green card holder), or protected individual as defined by 8 U.S.C. 1324b(a)(3).

Drug-Free Workplaces :

Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces.

As a condition of employment, candidates will be required to pass a pre-employment drug screen.

Benefits :

Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, business-casual atmosphere and comprehensive benefits :

Medical, vision and dental insurance for employees and dependents

Paid time off including : minimum of 3 weeks vacation, 5 floating holidays, 8 designated holidays, parental leave, personal illness, bereavement, jury duty, long-term and short-term disability

401(k) with immediate vesting on employer match

Tuition assistance

Student loan assistance

Wellness account, Care.com subscription and employee assistance programs

Employee stock purchase program with employer match