Customer Account Leader
Company: Standard Aero
Posted on: May 9, 2022
Job Title Customer Account Leader
Reference #: P06C02, P07C02, P08C02
Pay Grade: 6, 7, 8
Non-exempt/Eligible or Exempt/Ineligible Exempt/Ineligible
Function: Customer Service
Job Family: Support
Direct Reports: (Y/N) N
Manager, Customer Service
Director, Customer Programs
Director, Customer Service
Acts as a liaison between operations, engineering, materials, sales
and the customer for product transactions in support of all types
of customers (transactional, contractual, PBTH, field service,
etc). Understands and implements solutions to maximize the customer
experience and the financial requirements of the business unit.
Acts as an advocate for external and internal clients,
demonstrating accountability and a commitment to excellence to both
the external customer and the company.
Provides innovative solutions to complex issues, influencing others
to ensure customer satisfaction is maintained and company standards
and profit margins are maximized.
Provides team leadership and mentors, coaches, and empowers others
to ensure transaction timelines are met or exceeded.
Provides informal leadership within the business unit,
demonstrating integrated thinking when solving problems and
implementing continuous improvement practices.
Adapts to change, demonstrating proactive thinking, assertiveness
and initiative to identify potential issues/problems before they
Builds relationships with both external and internal clients.
Updates and completes Measures of Performance (MOPS).
Reads and interprets legal documents to determine requirements for
the creation and distribution of production documents using
language in clear and concise manner.
Manages accounts through the practice of sound business judgment,
recalling relevant information when analyzing situations and
Receives, processes, and verifies
engine/propeller/component/module/accessory induction information
and/or customer orders for purchases using company systems and
customer purchase orders to verify the accuracy of
Ensures customer requirements and expectations are confirmed,
documented, and communicated to the appropriate team members for
Prepares, generates and distributes reports, order acknowledgments,
estimates and invoices as required. Compare engineering reports
with estimates and invoices, identifies and addresses potential
cost overruns as they occur; Determines estimate to invoice
Applies basic project management principles, identifying available
resources, defining scope, developing timelines and budgets,
analyzing cost-benefit and evaluating risk. Designs strategies to
mitigate risk and influences buy-in from all stakeholders while
applying the seven steps of continuous improvement.
Initiates the required action for response to customer service
requests for workscope/order changes, including the maintenance of
order information files, and communicates changes to the
appropriate personnel. Provides a close liaison and informal
leadership role with service engineers, operations, logistics and
Provides customers with product information including pricing,
scheduling, delivery and/or backorder availability and functionally
equivalent part alternatives. Manages customer visits and acts as
the primary contact between the customer and production operations
regarding expected completion dates, tracing and expediting
shipments as needed.
Validates inventory costs, explaining pricing, price increases,
estimate and invoice changes to customers. Manages customer
expectations with respect to estimate changes, summarizing
cost-benefit and qualifying repair development costs to
Monitors and analyzes cost projections on an ongoing basis,
proposing solutions for corrective action as required.
Manages customer concerns, identifying costs associated with and
impacts on resolution of Customer Concerns on other areas.
Justifies resolution (internally or to customer) and proposes a
rationale for adjusting policy.
Coordinates OEM warranty and resolves or assists in resolving
warranty claims; issues core credits and debits for claims and
invoice errors, if applicable.
Reviews and coordinates all contract/transaction work for the
business unit/site, ensuring both parties adhere to the terms of
Maintains data in the Customer Relationship Management (CRM) or
SalesForce.com (SFDC) database.
Manages documents as per company, customer, and regulatory
standards and process. Assures required information is entered into
the appropriate computer system (internal and external). Performs
assigned system maintenance to various electronic files.
Projects a positive image in representing the corporation to
clients and the community; hosts and coordinates customer visits as
Cultivates customer loyalty through a commitment to customer
Supports preparation of proposals, quotes and presentations and
proposes sales strategies.
Manages personal workload and time, setting and manage priorities
and time on task, asking for assistance when required, while
adapting to change and adjusting to changing demands of the
Receives, evaluates and answers customer, internal organization or
sales force inquiries regarding a variety of order-related or
service issues. Facilitates or recommends solutions for the
settlement of customer complaints.
Evaluates logistics, coordinating field service work and rental
Plans to meet forecast demands while communicating anticipated
future demands internally; Compares SA inventory to meet customer
needs and evaluates, organizes, reports and optimizes customer
Responsible for observing and reporting any issues or concerns in
support of the company-wide quality, environmental and Safety
Management System [SMS] policies.
Carries out additional projects as assigned.
Minimum Educational/Academic Requirements
The typical minimum level of education to perform this job
competently is a minimum Diploma in Business Administration,
Marketing, or related discipline with two years or a Baccalaureate
Degree in Business Administration, Commerce, or a related
Communicates effectively with customers (both internal and
external), demonstrating effective use of written, verbal,
non-verbal, and active listening skills, employing relevant
knowledge, skills, and judgment to achieve organizational goals.
Adapts language appropriate to the audience.
Strong planning, organizational, analytical, decision making and
problem solving skills while demonstrating situational
Strong interpersonal and teamwork skills that include demonstrated
expertise with negotiation, conflict resolution and customer
service. Demonstrates patience, tact and empathy when working with
others. Values positive feedback, inviting participation and
feedback from other members of the team, providing constructive
feedback as required.
Competent working in a culturally diverse environment with a
demonstrated sensitivity to other cultural norms and practices.
A proven commitment to professional practice, continuous
professional improvement, and life-long learning.
A thorough knowledge of company instructions and export
Expertise in production management, inventory purchasing and
sales/marketing computer information systems.
Working knowledge of PC's in the current company operating system
environment including the use of Microsoft Office productivity
software with the ability to adapt to changes in technology (both
hardware and software).
Knowledge of products/engines/propellers/accessories in respective
business unit/site and technical skills appropriate to role.
Keywords: Standard Aero, Hamilton , Customer Account Leader, Other , Hamilton, Ohio
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