regional customer accounts specialist

1 week ago

Gujranwala, Punjab, Pakistan Aerospace Component Engineering Services Full time

Aerospace Component Engineering Services (ACES) Pte Ltd is a joint venture between SIA Engineering Company and Parker Aerospace specializing in the maintenance, repair and overhaul of hydraulic pumps, actuators, valves and flight controls for commercial aircraft.

As we enter a new phase of business growth and gearing up for new generation aircraft to support customers mainly in the Asia Pacific region, we are inviting suitable candidates to apply for the post as part of the Customer Service Team.

Customer Service Responsibilities:
  1. Process orders, returns and exchanges following company policies and procedures.
  2. Provide timely and accurate price quotations to customers for aerospace components, services, and solutions.
  3. Regularly update customers on order status, delivery timelines, and any issues affecting their orders, ensuring transparency and customer satisfaction.
  4. Respond to customer enquiries via phone, email and/or other communication means in a timely and professional manner.
  5. Monitor and maintain profit margins on quotations, ensuring alignment with the company's profitability targets.
  6. Generate and present monthly reports on order fulfillment, customer feedback, and performance metrics, providing insights for continuous improvement.
  7. Collect and analyze customer feedback on product performance and service satisfaction to ensure high levels of customer retention in the aerospace sector.
  8. Follow up on overdue receivables, liaising with customers when invoices are overdue or when accounts are placed on credit hold, while maintaining a professional and customer-focused approach.
  9. Ensure all necessary documentation is maintained to comply with both internal and external audits, adhering to the regulatory and quality standards specific to the aerospace industry.
Supporting Business Development/Marketing Activities
  1. Collaborate with the Business Development Manager/Account Manager to identify new markets, product lines, and customer segments within the aerospace industry, contributing to the company's growth and strategic objectives.
  2. Assist the Business Development Manager/Account Manager in preparing proposals, quotations, MOUs, GTAs, and other documentation for both new and existing customers, if required.
  3. Support the development and delivery of sales presentations and product demonstrations for customers, focusing on innovative aerospace solutions and services.
  4. Participate in customer site visits, both local and international, alongside the Business Development/Account Managers, and assist in customer visits to the ACE Services' facility.
  5. Support marketing communications programs including company website, aerospace industry trade shows, customer events, advertisements, corporate gift initiatives etc, if required.
  6. Assist in preparing materials for Board of Directors meetings, providing relevant updates on customer service metrics, market trends, and business development activities.
  7. Other duties or special projects as delegated by Customer Service & Program Manager or management.

The ideal candidate should possess the following requirements to be considered for this position:

  1. Diploma / Degree with minimum 5 years' customer service experience
  2. Aerospace MRO experience essential
  3. Self-motivated and collaborative: Ability to work independently and as a team while contributing effectively within a fast-paced dynamic team environment
  4. Ability to solve problems, alleviate conflicts, and escalate tactfully
  5. Ability to multitask, manage time, and prioritize
  6. Strong communication and interpersonal skills: Demonstrates a positive attitude and maintains a constructive approach in all interactions.
  7. Strong organizational skills with an exceptional eye for detail, ensuring the accuracy of customer orders, quotations, and documentation.
  8. Experience with CRM tools preferred.
  9. Strong Microsoft Excel, PowerPoint and Word skills.
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