Customer Service Account Manager

Atlanta, GA, United States

Founded in 1945, Barfield has six facilities located near airports in Miami (MIA), Phoenix (PHX), Louisville (SDF), Atlanta (ATL), Doral 1 (MIA) and Doral 2 (MIA), to satisfy the needs of customers operating commercial or regional aircraft in North, Central and South America. Barfield is part of the Air France Industries KLM Engineering & Maintenance (AFI KLM E&M) network, a major MRO provider. With a workforce of 14,000, AFI KLM E&M offers technical support for airlines, ranging from airframe maintenance to engine overhaul and repair and supply of components.

Position:

Customer Service Account Manager

FLSA status:

Full Time-Non-Exempt

Department: Customer Support

Report to: Customer Service Director

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.

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 RFQs 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 GTAs and Contractual agreements are followed

Expanding relationships and bringing in new clients

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.

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. The specialist will work business hours of the territory they are assigned, Monday through Friday, but may be required to work additional hours during peak periods or to meet deadlines.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description.

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.

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