Supervisor Mktsal

SENIOR CUSTOMER ACCOUNT MANAGER

**JOB DETAILS**

Reports to: Client Services Manager

**Hours**:_37.5 hours per week _
- (Mon - Thu 8:00am - 4.45pm, Fri 8:00am - 12:30pm) _
- Additional hours evenings and weekends may be expected as part of this role._

**_Job Band: _**_20 _**Location**:_Welwyn Garden City**JOB SUMMARY**
- RTI Advanced Forming, Ltd a subsidiary of Howmet is a specialist manufacturer of titanium products for the Aerospace industry. Due to our continued success with new business and the growth in the commercial aerospace sector an opportunity exists for a talented individual to join the customer support team; In this role you will be expected to ensure that you handle client accounts. foster the relationship between the company and the customer as well as handle any projects, accounts, or issues that might be relative to that client. Liaise frequently with the clientele to assure them of their importance and to build the customers respect and trust in that business. You will also be expected to assist the Customer Support Manager in leading the team. _**_It is likely you will be someone with drive, _**_commitment and professionalism and already supervising a team at a senior level. _

**DIMENSIONS AND LIMITS OF AUTHORITY**
- Management of RTI Clients
- Conduit between team and management
- Assist in managing, coaching, mentoring and motiving a team
- Involved in disciplinaries
- Contribute to performance reviews
- Escalations
- Deputise for Client Service Manager in their absence

**MAIN DUTIES, OBJECTIVES AND RESPONSIBILITIES
- Assist in the development and implementation of customer service standards
- Assist with auditing quality of service in line with the set standards and give feedback to management
- Adjusting the order book for the customers’ requirements
- Co-ordinate with planning to ensure scheduled dates are met or that alternative dates are determined
- Work with senior managers to develop new and efficient methods of reporting variations to clients
- Host customer on site visits and co-ordinate with other departments
- Visit customer sites for reviews as required
- Produce shipping paperwork and liaise with client as required
- Maintain customer portals
- Order entry and job creation on system
- Travelling will be expected and may include visits to all customers
- Using Business Process Manual
- Squat/kneel, bend/stoop,
- Sit for 1 - 7 hours per day.
- Work in a fast paced industrial environment wearing hearing protection, vision protection, steel-toed shoes and other appropriate protective clothing.
- Prolonged computer and phone usage may occur from time to time
- ESSENTIAL**DESIRABLE
**Training & Education**
- A-C GCSE Level or equivalent in English and Maths;
- A level/Diploma or above
- Level 3 Management Certification
- Customer services training/qualification
- Health & Safety

**Experience**
- Experience of leading a customer focused team
- Experienced in coaching and mentoring
- Experience of planning and prioritising to meet tight deadlines;
- Experience of working in a multi-cultural environment
- Experience of resolving people issues
- Experience in similar manufacturing industry.

**Skills & Knowledge**
- Good understanding of people and procedures;
- Good communication skills with the ability to communicate and liaise effectively at all levels within the Company;
- Good interpersonal skills with the ability to build and maintain excellent working relationships with clients, suppliers, immediate team members and other production teams;
- IT proficiency with the ability to input and retrieve data;
- Good time management and organisational skills.
- Knowledge of company policies and procedures.
- Knowledge of contract law
- Experience of Q-pulse