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Customer Support Account Manager (Remote/Hybrid)

Collins Aerospace

This is a Full-time position in Brea, CA posted October 21, 2021.

Date Posted:

2021-10-06-07:00

Country:

United States of America

Location:

HCA11: Brea H&W 2727 Imperial Highway, Brea, CA, 92821 USA

This position is for a customer support account manager who will work independently.

Team member will be an expert on the customer account base that they support, and will be a voice of the customer within the business.

They will be the first point of contact for our customer, and will use their business judgment to assess customer concerns / needs to ensure requirements are addressed by the appropriate team members.

Team member will be responsible for customer portal management.

They will be responsible for maintaining the customer master profile and understanding the overall requirements of the customer account.

They will maintain expert level status on the customer to assist leadership and other team members on understanding customer perspective within the business.

They will be responsible for processing and managing quotes, orders and RMA’s.

They will interface with customer on escalations, and issues.

They will be knowledgeable of customer contracts terms and conditions and can negotiate terms and conditions with customer base to ensure compliance with contract requirements.

They will support the contracts team on contractual amendments within customer base alongside business development and contract administration.

They will assist with tracking customer claims.

Support quality department with customer investigations to drive closure.

They will provide consultation support to the site leadership on customer expectations and needs that affect sales projections and cash collection.

They will recommend and implement course of actions to be taken to meet customer and company needs.

They will participate in the selection, and mentoring of new team members.

They will assist in electronic filing of customer related documentation and managing record retention expectations for customer base.

Team member will take an active role in managing customer expedites such as zero hour, AOG, and past due orders in partnership with the customer support team member to meet overall customer delight.

*This position can work remotely or with a hybrid schedule at our Brea, CA facility.*

Typical Duties:

  • Manage customer performance for all aspects for contract administration

  • Knowledge to negotiate terms and conditions (T&C) with customer base to align with company standard

  • Address customer claims under direction of contracts manager

  • Support quality department with customer investigations to drive customer satisfaction

  • Make presentations to customers as needed

  • Host customer visit – either at customer location or at company site

  • Develop and enforce standard work and work instructions

  • Participate in internal and external audits

  • Analyze customer data trends to support demand decision changes

  • Accountable for customer purchase order contract review

  • Responsible for customer master profile management & customer master record updates

  • Contributor to managing the customer on time delivery (OTD)

  • Support and engage in root cause analysis to support customer satisfaction

  • Responsible for customer scorecard management thru reporting and portal updates

  • Authorized owner for license requirements

  • Manage and track license requirement consumption

  • Manage and drive requirements for expedited and AOG orders

  • Maintain up to date records

  • Responsible for various reporting activities as required by customer

  • Manage customer account receivables by monitoring all invoices

  • Provide support on delivery and quality issues for customer base

  • Maintain records on customer bailment requirements

  • Provide forecast and demand support for customer base

  • Ability to assist in filing and other administrative tasks as needed

Basic Qualifications:

  • Bachelor’s degree and 5 years of prior relevant experience OR Advanced Degree in a related field and minimum 3 years experience OR In absence of a degree, 9 years of relevant experience is required

  • Must be a U.S.

    Person/Permanent Resident “Green Card” holder

Preferred Qualifications:

  • Experience managing key accounts which include large customer bases

  • Strong written and verbal communication skills

  • High proficiency in MS Office suite

  • Experience with SAP

  • Demonstrated ability to collaborate and communicate with individuals across all levels of an organization

  • Aerospace industry experience

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry.

Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

The high quality products we design, test and produce in our Mechanical Systems help millions of passengers reach their destinations safely – every day!

From landing systems and actuation to propellers, flight controls and hoist and winch – the products we manufacture work together behind the scenes to enhance the overall flight experience.

We delight our customers with superior products and best-in-class service.

Our global team is committed to continuous improvement – we work hard to make our solutions lighter-weight, stronger and more technically advanced, so that plane travel can be safer, more affordable and more sustainable in the years to come.

We are looking for the best and brightest to fly and land with us!

Collins Aerospace Diversity & Inclusion Statement:

Diversity drives innovation; inclusion drives success.

We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers.

We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

WE ARE REDEFINING AEROSPACE.

Some of our competitive benefits package includes:

  • Medical, dental, and vision insurance

  • Three weeks of vacation for newly hired employees

  • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option

  • Tuition reimbursement

  • Life insurance and disability coverage

  • Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal

  • Ovia Health, fertility and family planning

  • Employee Assistance Plan, including up to 5 free counseling sessions

  • Redbrick
    – Incentives for a Healthy You

  • Autism Benefit

  • Doctor on Demand, virtual doctor visits

  • Adoption Assistance

  • Best Doctors, second opinion program

  • And more!

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments.

As such, all U.S.

positions require a background check, which may include a drug screen.

Note:

  • Background check and drug screen required (every external new hire in the U.S.)

  • Drug Screen only performed on re-hires who have been gone for more than 1 year

At Collins, the paths we pave together lead to limitless possibility.

And the bonds we form – with our customers and with each other –
– propel us all higher, again and again.

Apply now and be part of the team that’s redefining aerospace, every day.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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