Customer Service/Key Account Manager

7 months ago

Hampshire, United Kingdom Standard Aero Full time

Build an Aviation Career You’re Proud Of

Build your career with integrity by working at a company that doesn’t just treat you like a number. You’ll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you’ll be set up for success.

Key responsibilities and duties:

Acts as a liaison between customers and business operations regarding contractual requirements, status of work, pricing and orderbook scheduling, specifically the contracted output plan for Chinook TLCS-2 contract. Establish detailed Contract Year operational objectives and aid operations function to establish action plans to meet customer program requirements. In Conjunction with the Programme & Operations Directors Manages adherence to program plans and schedules. Maintains control systems and reports that accurately measure progress such as estimate and invoice schedules.  Responsible for ensuring customer satisfaction in all aspects of the assigned business inclusive of gaining Voice of the Customer Reviews at intervals laid down within company policy. Communicates impact and recovery plans to the customer. Ensures contractual commitments are met regarding management of information and customer reporting. Works across all departments to ensure that customer and contractual requirements are adhered to for production, procurement, quality control, logistics, and administrative functions. Obtains customer approvals for work scope changes and special purchase requests via contract changes or Adhoc Over and Above tasking proposals. Acts as an escalation contact for customers on matters related to performance and manages customer needs to ensure their satisfaction and continued business. Provides alternative solutions to customer, including submission of over and above requests. Works in conjunction with Operations and Supply Chain in the development and submission of over and above quotations to customers. Reviews invoices for accuracy in terms of labour, materials, cost, sell, contract compliance special programs, warranty and discounts. Resolves discrepancies and disputes. Acts as the primary contact, assisting in the review and approval of customer proposals. Develops and monitors key performance indicators for the department  Monitors and reports contractual KPI performance at intervals defined within specific customer contracts

Competencies:

Essential

An adequate degree of financial acumen; prior experience with customer estimates and invoices. Strong planning, organizational and analytical skills. Ability to make sound business decisions, provide advice on strategic solutions, and implement problem solving techniques. Strong verbal and written communication skills as well as presentation skills. Strong leadership and coaching skills to interact with Customer Services Representatives and develop commercial/contract knowledge of shop floor team leaders.  Experience building strong working relations with customers. Strong working knowledge of PC’s in the current company operating system environment including Microsoft Office, Smartsheets, and Power BI.

Desirable

Prior experience in aviation/aerospace industry.  Prior experience in MoD support contracts.

Benefits that make life better:

206 hours annual leave per year for employees working 37 hours per week, plus 8 public holidays 4% employer match pension scheme YuLife wellbeing services, including 24/7 virtual GP service, Employee Assistance Program, personalised online fitness programs, and many more Bonus opportunities Generous paid sick leave Life assurance cover Salary sacrifice cycle to work scheme Onsite gym at both the Fleetlands and Almondbank sites Eye test vouchers Seasonal flu jabs administered on site each year by Bupa Learning and training opportunities  Salary sacrifice EV lease scheme

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