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Customer Support Administrator - Aviation

Reference ID: 319A

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Account Manager – Aviation

 

General

The Account Manager is responsible to ensure that the customer’s and the organization’s interests are protected in accordance with contractual obligations. Typical duties include representing the customer effectively within the organization and coordination of customer service activities by providing customers with necessary sales and general customer support. The Account Manager performs a variety of administrative duties supporting business analysis and sales support tasks or projects. Typical duties include; ensuring that customer requirements are met and invoices are prepared on time, customers (internal and external) communication is effective, and providing administrative support where needed.  

 

Specific Accountabilities

Customer Support

  • Answer product questions, places sales orders and resolves sale, product and fulfillment issues.
  • Responds independently to correspondence, handling sensitive and confidential material.
  • Provide customer support services, addressing customer inquiries and needs by:
    • Preparation of status reports, prices estimates and price updates
    • Creation of reports for the CPM
    • Interacting with Logistics
  • Representing the customer effectively within the organization and possess an understanding of customer requirements and perspective.
  • Preparation of customer documents

Invoicing

  • Prepare and/or verify invoice data and ensure timely and accurate invoicing.
  • Ensure that invoice disputes are registered and monitored;
    • Support in investigating and resolving of invoice disputes.
  • Highlight discrepancies between invoice materials and OV invoices and compare to Scrap Reports, Shop Visit Reports, SAP and make necessary changes to invoices.
  • Ensure that Over and Above Work Reports (OAWR) are prepared on time.
  • Cost sheet preparation 

Warranty

Ensure that warranty claims from customers against the organization are administered effectively

 

Relationship Building

  • Perform the first level customer support and ensure that customer requirements and interests are effectively communicated to the organization.
  • Interface in Production Planning & Control and Logistics for planning and scheduling.
  • Ensure appropriate communication with external and internal customers.

  

Reporting Relationships

Reports to:               Customer Program Manager

 

Key Relationships:  Director

                                  Customer Support

                                  Supply Chain

                                  Logistics

                                  Shop Floor

                                  Production Control

                                  Engineering

                                  Quality

 

Candidate Profile

Priority Criteria

 

Integrity - Upholding the principles of honesty, truth, fairness, honor, and personal accountability in relationships with all other people, and expecting others to do the same. Following legal and ethical codes.

 

Challenge - Having difficult, demanding tasks that few can do. Missions that demand full capability, or more. Pressure to perform with speed or precision. Confronting complex or "impossible" problems. Facing worthy competitors or seemingly insurmountable obstacles.

 

Teamwork - Collaboration and close cooperation with others in interdependent efforts toward shared goals and joint accomplishments. Working with others to achieve group-based outcomes; making contribution to collective projects that call for coordination of specialized expertise, using team problem-solving and joint decision-making.

 

Autonomy - Self-direction, including freedom to conceive, design, initiate, plan, and execute major projects with little or no supervision. Independent control over the timing, pacing, and methods of work. Discretion in choosing what to do and how to proceed.

 

Education and Experience

  • Completion of a business degree and 3-5 years experience in business administration in aviation customer support or
  • 3-5 years in operation administration in a production or manufacturing environment.

 

Computer Skills - Intermediate to Advanced knowledge of Windows 7 and Office 2010 (creating pivot tables, vlookup), Intermediate to Advanced knowledge of SAP or MS Access, Intermediate to Advanced knowledge of working with large database programs.

 

 

 


Posted: November 16, 2018
Closes: January 15, 2019
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About Chorius Corporate Solutions Inc.

CHORIUS is a Vancouver BC based Executive Search & Management Consulting firm. We are the trusted advisor to the small, mid-sized and large businesses. We assist Executives to make distinctive,...