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Sr. Customer Account Specialist

Requisition ID:  59211
Business Unit:  Airframe Systems Tucson (3520)
Location: 

Tucson, AZ, United States, 85755

Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defense 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 9,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe.

Our Airframe Systems division brings together an extensive range of skills and abilities to support some of the world’s leading commercial, business and military aircraft manufacturers.

Across its five product groups, Airframe Systems produces a host of world leading technology. Our Braking Systems product group supplies both military and commercial aircrafts.

We seal essential spaces, such as landing gear, wings, engines, nacelles, windows and doors, and produce intelligent air data systems and sensors that measure altitude, angle or acceleration. These sensors can be used on planes, train control systems or even missile control systems.

Whether it’s developing new radome solutions, fuel delivery systems or high-altitude life support systems, Airframe Systems embodies the innovation at the heart of Meggitt.

Job Designation

The Sr. Customer Account Specialist serves customers by providing product and service information; resolves product and service issues; acts as primary liaison between Meggitt and customer base.  Works directly with customers to generate product and service orders.  This position supports a number of critical customer business work flows such as order management process from quote to shipping; customer issue resolution focused on customer deliveries through payment, and contract and business compliance with knowledge of trade export compliance. Also covers production and repair related processes and procedures.

Job Core Responsibilities

•    Resolves complex customer issues and maintains customer accounts of significant value to the company
•    Able to provide excellent customer service through communication and problem solving to include but not limited to: quick response to Customer inquiries (calls and e-mails), using resources as required to ensure customer satisfaction.
•    Provide the main line of communication (technical and commercial) between Meggitt and Customer for all customer service related items.
•    Administer Customer web-based portals as required to support the disposition of returned goods and associated transactions such as debit / credit administration, corrective action response and closure of open actions within portal.  Conduct data entry and reporting within portal applications.
•    Coordinate with relevant Meggitt departments to resolve and close actions within portal database.
•    Attracts potential Customers by answering product and service questions, suggesting information about other products and services.
•    Work with Customer to generate orders and secure purchase orders.
•    Act as liaison between internal departments (Sales, QA, Repair and Overhaul, Production, Finance) to ensure timely responsiveness to the Customer.
•    Coordinate corrective action (technical and commercial) with Meggitt departments for routine customer service Issues.
•    Able to manage an escalated customer service issue; utilize Salesforce to capture and monitor Customer related issues and complaints.
•    Able to establish priorities based on Customer needs and contractual requirements.
•    Able to review and communicate warranty and repair policies to Customers.
•    Establish and track key Customer performance metrics and work toward continuous improvement.
•    Enter product/Customer account data into database (Visual).
•    Resolve product or service problems by clarifying the Customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•    Recommend potential products or services to management by collecting Customer information and understanding (Voice of the Customer).
•    Be a Customer advocate--maintain effective, proactive communication with Customers to ensure timely resolution of open actions.
•    Assist in the development of sales and booking reports to identify actual performance versus forecast at the product, platform and customer levels.
•    20% - 25% Customer-related travel, domestic and possibly international
•    Other responsibilities as assigned
•    Consistent exercise of independent judgment and discretion in matters of significance
•    Regular, consistent and punctual attendance is required. May need to work nights and weekends, variable schedule(s) and additional hours as necessary

Job Specifications

Education:  Bachelor degree or equivalent combination of relevant education and work experience that will allow successful performance of job expectations
Years' Experience: 5-7 years Customer Service experience
Skills:
•    Capable of providing expertise in resolving complex customer issues, interpreting customer order requirements and translating to company capabilities
•    Experience in or ability to decipher contracts, regulations, and procedures; previous experience with contract administration preferred
•    Experience with high telephone usage and proper telephone etiquette
•    Knowledge of FAA, FAR, DFAR, (Federal Aviation Administration/Federal Acquisition Regulation /Defense Federal Acquisition Regulation) desirable
•    Strong working knowledge of Microsoft Suite applications--Word, Excel, PowerPoint, Outlook a must
•    Web-based applications and system administration experience; direct Customer portal experience desirable
•    Demonstrated ability to work at all levels of Customer organization
•    Outstanding interpersonal skills; positive attitude and outlook
•    Flexible, open minded listener/learner
•    Excellent communicator (verbal and written)/strong team player; ability to work on cross functional teams
•    Analytical, fact-based problem solver
•    Able to perform in a multitasking, fast-paced environment

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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