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Senior Customer Account Rep

Requisition ID:  89231
Business Unit:  Meggitt USA Services (3405)
Location: 

North Hollywood, CA, United States, 91605

Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defence and selected energy markets. We believe in our vision of ‘Enabling the Extraordinary: To Fly, To Power, To Live”. These core values – teamwork, integrity and excellence – are what have allowed us to become the company we are today. With facilities and over 10,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe.

Our Corporate Functions keep our business competitive by providing first-class support from Quality through to Finance and HR.

Headquartered in the UK, Meggitt PLC is a global engineering group specialising in extreme environment components and smart sub-systems for aerospace, defence and energy markets. Some 10,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East.

Job Designation

The Senior Customer Account Representatives will manage a variety of Meggitt customer accounts to deliver world-class service and support by directly overseeing score cards, immediately responding to inquiries, collaborating internally to prepare and deliver quotations, and joining with the planning team to accurately forecast demand.  By utilizing the Meggitt High Performance System, the Senior Customer Account Representative will serve as the primary interface for a variety of Meggitt customers, responsible for ensuring the most efficient and positive relationship with Meggitt’s customers, while enabling level-loading of production and expeditious resolution of customer assertions.  They will also work closely with key internal stakeholders and have a solid internal network relevant to the customers they support.

Job Core Responsibilities

  • The Senior Customer Account Representatives look after different customer accounts across Meggitt, particularly those with Long Term Arrangement (LTA) contracts as well as some more bespoke customers.
  • The Senior Customer Account Representative will support the strategic account managers working on new business due to their knowledge and understanding of the existing customer portfolio and may be required to support bid-related activities.
  • Prepare costing sheets (considering hours/materials) and produce quotes for internal sign off. The Senior Customer Account Representative has responsibility for ensuring that the price is accurate for customer orders such as miscellaneous repairs or spares quotes, which may include orders of significant value.
  • Seeking buy-in from various key internal stakeholders before responding to new customer requests and presenting information back to the customer.
  • Responsible for the contract review process, working closely with Commercial colleagues internally.
  • Act as the voice of the customer and ensure timely resolution to all customer orders and enquiries.
  • Within some product groups the Senior Customer Account Representative will liaise with OEMs.
  • Frequent dialog with Customer Account Coordinators who support with administration, as well as attendance at regular team meetings to provide updates on customer orders, status, escalations etc.
  • Support the production of the monthly and annual forecasts based on historical sales and customer trends; supporting forecasting and planning ahead.
  • Receive, review, and enter purchase orders into the enterprise resource planning (ERP) system and delegate to the administration team as required.
  • Responsible for ensuring the PO is accurate and internal stakeholders have provided agreement. Formally acknowledge the PO with the customer.
  • The Senior CSR is responsible for ensuring customers are responded to in a timely manner and they are accountable for the communication both internally and externally.
  • The Senior CSR must work closely with all internal functions, including: Trade Compliance, Finance etc. to ensure everything is place to enable Meggitt is able to deliver to the customer.
  • Able to escalate matters to the Customer Account Manager and use judgement as to when this appropriate.
  • Be aware of legislation requirements and keep up to date with Meggitt internal training on such topics.
  • Track and reconcile internal and external customer score cards, which includes verification of the metrics by which Meggitt is judged
  • Collaborate directly and attend meetings with the Finance function, including shared service teams, to manage and reduce accounts receivables; accountable for resolving disputes that impact cash collection
  • Upon receipt of orders for “out-of-production” products, gather the information necessary to prepare a quotation, which includes pricing, production lead time, terms and conditions
  • Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost
  • Utilize business systems, including CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders
  • Resolve customer complaints, which may include warranty, delivery, or quantity disputes, and in the most beneficial manner for Meggitt
  • Provide support and guidance to the level 1 customer account colleagues as required and delegate as required.

Job Specifications

Education Level: 
(Required):     Bachelor's Degree with at least two years of industry experience or High School Diploma/Higher Education Qualification with at least five years of relevant experience
Degree is preferred, but not essential as equivalent experience would be sufficient.         
(Preferred):     Bachelor's Degree  or equivalent industry experience                

Field of Study/Area of Experience:  Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line
4-6 years of experience in customer account management or similar

Skills, Knowledge and Abilities 
•    Awareness of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.)
•    Ability to understand and follow specific instructions and procedures
•    Ability to gather data, to compile information, and prepare reports
•    Good/Strong/Excellence verbal and written communication skills 
•    Presentation skills
•    Ability to influence stakeholders
•    Excellent customer service orientation
•    Track record of building and maintaining customer/client relationships 
•    Well-organized, detail-oriented, and ability to multi-task
•    Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines
•    Strong prioritization skills
•    Ability to visualize and plan objectives and goals strategically
•    Conflict management skills
•    Decision making skills

Meggitt is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-855-474-7665 or HRISon@meggitt.com.

If this position is located in the United States, this job will require use of information which is subject to the International Traffic in Arms Regulations (ITAR). As such, all applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee

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