Customer Account Manager; Onsite

Overview

Collins Aerospace is looking for a Customer Account Manager to support the aircraft maintenance, repair, and overhaul business that services many of the world's largest airlines and corporations. You will ensure that initiatives and customer issues are addressed in a timely and efficient manner. You will confer with customers by telephone or electronically to provide information about organizational products or services, discuss customer accounts, and obtain or address customer complaints.

This position will be located onsite in Foley, AL.

Location:

US-AL-FOLEY-111 ~ 111 Airport Dr ~ MRO BLDG. Shift: Monday - Friday from 6am – 2:30pm or 7am – 3:30pm. Onsite.

U.S. citizenship or U.S. person status required; only U.S. citizens are authorized to access information under this program/contract. Security clearance type:
None/Not Required. Security clearance status:
Not Required.

• Respond to calls or emails from customers to provide follow-up on inquiries.
• Generate documentation and resolve customer issues/requests/complaints in accordance with procedures; redirect queries to appropriate department or personnel when required.
• Provide references to customers to publications of materials and secondary sources of information.
• Manage and maintain a record of customer interactions or transactions; document inquiries, complaints, comments, and actions taken to support trainings and service improvements.
• Coordinate with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Promote products/services to meet business targets and provide after-sales support for client contracts to ensure customer satisfaction.
• Perform duties related to overall customer service and provide support for the sales team regarding customer concerns.
• Coordinate with sales reps to identify inside sales opportunities; serve as customer interface on product status and delivery.
• May manage or work in a call center for customer support.
• Maintain knowledge of organization and products to provide appropriate information and support to customers.
• Document customer service needs to identify patterns and maintain quality.
• As needed, may work beyond schedule to complete work with customer or shop floor.
• May be required to work 1 week on call including weekends every 7–9 weeks.

• Typically requires a University Degree and a minimum of 2 years prior relevant experience or an Advanced Degree in a related field.
• Experience with customer service via phone or customer-facing interactions.
• SAP experience.
• Experience using MS Word, Excel, and Outlook.

• Aerospace experience preferred.
• Experience verbally communicating in alternate languages.
• Business-to-business customer service experience.

Some of our competitive benefits package includes:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan with employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal,  protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan with up to 10 free counseling sessions
• Healthy You incentives and wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• Relocation assistance available
• And more

Our Advanced Structures team leverages advanced materials and additive manufacturing to develop complex interior and exterior solutions. These solutions ensure structural integrity of the aircraft, help aircraft take off and land, stay trim in the air, move forward, carry cargo and conduct rescues. We are looking for the best and brightest to join our team. We are…