Customer Account Representative

Job Summary

Responsible for coordinating requirements for orders and account information for OEM and Aftermarket customers.  Performs management of orders, pricing, lead-times and contractual requirements.  Responds timely to customer inquiries by researching status of order utilizing their strong experience base and product knowledge.   Performs work with limited direct supervision, considered a subject matter expert and often assigned special projects.  The Customer Account Representative will build and maintain business relationship with OEM and Aftermarket customers by providing prompt and accurate service so as to promote customer loyalty. The Customer Account Representative is a self-starter and plays a critical role in providing an interface between customer and Arrowhead in a professional manner.
 

Job Responsibilities

CUSTOMER MANAGEMENT

• Assures 24h turnaround time on submittal of request for quotes
• Acts as a key liaison and develops successful business relationships with OEM and Aftermarket customers
• Manage customer portals including extracting request for quote, new orders, change orders, analysis of forecast requirements, as well as providing order acknowledgement and ship schedules
• Understand the customer and/or government contractual requirements for successful execution of the order. This may include but is not limited to document control, applicable reports, as well as understanding of export compliance, government ratings, special packaging, special requirements and if necessary, special delivery requirements of the product
• Coordinate with the appropriate internal team members to achieve and maintain a high level of visibility with respect to customer delivery status and manage resolution of delivery issues
• Coordinate and facilitate input from internal company departments to support customer meetings (i.e. Capacity Surveys, Production Readiness Assessments, other onsite visits). Coordinate with the customer and internal cross-functional teams to assist in the resolution of invoice collection issues
• Participates in customer calls for review of backlog, critical needs, line of balance and recovery plans.

ORDER MANAGEMENT

• Conduct purchase order review to identify any gaps between quotation / existing agreements and customer purchase order.  Highlights gaps or conflicts and works to resolve any issues identified with customer or affected departments. This may include establishment of an order review file for access, review and approval by internal departments
• Verify PO requirements are consistent with standard terms and conditions and/or specific customer contractual requirements
• Responsible for initiating and management of order processing using the company tracking system from inception to close.
• Create sales orders by entering acceptable purchase order into company business system including special customer requirements and required flow-downs
• Prepare Contract Requirements Review forms (CRR) for new and change orders and route to appropriate disciplines for review
• Maintain Contract Requirement Review forms by tracking status of within each discipline
• Interact with other departments (engineering, supply chain, production control, manufacturing, quality, shipping) to obtain status to ensure delivery of product to the customer
• Monitors performance of orders from inception to closeout

ON TIME DELIVERY SCORECARD MANAGEMENT

• Retrieve and review customer scorecard information on a monthly basis and make challenges as necessary
• Prepares reports and presents customer performance data to senior management

FORECAST MANAGEMENT

• Retrieve and analyze Aftermarket customer forecast and Point of Sale data in support of efficiently and effectively managing customer future demand

RETURN MATERIAL REQUEST (RMR) MANAGEMENT

• Monitor and control the RMR activities associated with customer returns utilizing various system tools and reports available to perform this function

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required for performance of this job.

• Understanding of Export Compliance regulations under the Department of State, ITAR and Department of Commerce, EAR
• Proficiency in understanding contractual terms and conditions and quality requirements at time of requests for quotation and processing of purchase orders.
• Intermediate to advanced proficiency in Microsoft Excel, Word, Outlook, and PowerPoint to complete order book and shipment reconciliations and internal metrics reporting
• Excellent verbal and written communication skills
• Strong administrative skills:  organization, time management, and prioritization of workload.
• Must exhibit a high level of motivation and a sense of urgency
• Must be a results driven individual who works hard to consistently provide exceptional service
• Ability to prioritize workload with accurately.
• Use previous experience and knowledge and understanding of Arrowhead’s company policies and procedures to resolve issues
• Ability to work in fast paced, working environment to support timely responses to customers

Experience

• Minimum 5 years of experience in an Aerospace customer service position including purchase order entry and creation of quotations. Individual must have in depth knowledge and understanding of OEM and Aftermarket customer requirements including terms and conditions, quality requirements and any other special requirements defined on the order. The ability to prioritize workload while remaining flexible to achieve accurate and timely responses to customers is required.
• Experience in an aerospace manufacturing environment strongly preferred

Education

• 2 Years Associate Degree or Junior Technical College, or the equivalent combination of education and/or experience preferably in an aerospace manufacturing environment

Supervisory Responsibilities

• N/A

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, talk, sit; use hand and fingers to perform keyboard like functions.  Normal or corrected vision and hearing is required.  The employee is occasionally required to use hand to grab, grip, or hold, reach overhead, climb or balance; stoop, kneel, crouch and occasionally lift or move up to 20 lbs.

Special Requirements

• N/A

Limitations and Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, this job description does not establish a contract for employment and the content is subject to be changed, modified, or deleted at the discretion of the Company.  In compliance with the Americans with Disability Act (ADA) of 1990, the Company will make reasonable accommodations with those individuals with a disability as defined by the ADA.