What are the responsibilities and job description for the Customer Service Account Manager position at Barfield, Inc.?
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 www.barfieldinc.com
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 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
Required Skills / Competencies / Qualifications :
Personal Characteristics
Working Conditions
T his 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 Rights
As 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.
