What are the responsibilities and job description for the Customer Service Account Manager position at PHS Aviation Services?
Overview of the Position:
The Customer Service/ Accounts Manager has the responsibility and authority to perform assigned tasks.
Essential Duties and Responsibilities:
- Assist Business Development counterpart in maintaining and bridging customer relationships and activities.
- Provide customer status reports according to individual customer requirements and preferred templates.
- Generate daily reports tracking customer unit priorities and delinquencies.
- Enter and manage priority codes for customer work orders in Quantum.
- Audit and update customer profiles as required (contacts, addresses, preferences, etc.)
- Administration of bonded items needing customer action.
- Administrate quote approvals and route to responsible Production Representative.
- Communicate and track customer priorities including critical/AOG requirements with associated departments.
- Coordinate efforts and customer requirements with applicable departments and personnel as required.
- Other duties as necessary and assigned.
Other Knowledge, Skills, and Abilities:
- Must have computer skills including Windows, MS Word and MS Excel.
- Must have excellent communication skills and the ability to communicate clearly in English both verbally and written.
- Must have good telephone etiquette skills.
- Must have the ability to manage multiple tasks. Must work effectively in a team environment.
- Computer Skills: proficient in Microsoft Office applications and ability to learn company ERP system.
Education / Experience Requirements:
- Minimum of 5 years of experience in aviation industry (customer service or sales position preferred) and/or acceptable equivalent with an understanding of the functionality/mechanics of core company products.
- Some college in related field preferred; or equivalent combination of education and experience.
Other Qualifications:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language and Comprehension Skills: Ability to read, write, speak, and understand the English language. The ability to write routine reports and correspondence when required.
Mathematical Skills: Knowledge of basic math skills, including arithmetic and algebra.
Reasoning Ability: Ability to apply common sense understanding, objectivity, compassion, and patience to deal with multiple personality types and characteristics (internally & externally). Ability to deal with problems involving several concrete variables in standardized situations. Attention to detail and the ability to multitask is an asset.
Physical Demands and Work Environment:
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.
- Is occasionally required to stand; walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and lift up to 10 pounds.
- Is regularly required to sit and use hands to finger, handle, or feel.
- Is frequently required to talk or listen.
- Works in moderate noise levels.