Job Description
Senior Customer Support Representative – (client relations, RFQ/RFP, account management)
Schedule: Full-time | Location: Bethel, CT – Onsite Only | Pay: $40/hr
Hours: Monday to Friday - 8am to 4:30pm
ITAR Site
Position Overview:
The Senior Customer Support Representative oversees and manages a portfolio of accounts such as OEM, airlines, MRO, and distribution partners worldwide. Account responsibilities include developing strong relationships with customers, connecting with key business contacts, executives and stakeholders, forecasting, reviewing and preparing RFQ/RFP, negotiation, sales reports and other metrics. The Senior Customer Support Representative will also oversee the entire fulfillment process for their accounts from order processing to shipping and logistics, answer client queries and identify trends and new business opportunities among existing and new customers.
In this role, you will liaise with cross-functional internal teams including Contract, Pricing, Supply Chain, Quality, Engineering, Finance/Accounting/Credit, Sales/Marketing, Manufacturing/Operations, and Shipping to meet and improve the entire customer experience. The role requires account management and excellent communication skills, time management, analytical thinking to understand customer behavior, and creation of long-lasting business relationships with our customers.
Job Responsibilities
In this function you will:
- Serve as the Point of Contact for customer account management matters.
- Strong communication skills with internal and external customers
- Build and maintain strong, long-lasting client relationships.
- Review contract, RFQ/RFP, coordinate with other functions internally to fully understand the requirements and prepare the quotes/proposals accordingly.
- Support gate reviews, contract negotiations, Customer Program Reviews and Audits, as necessary.
- Lead onsite meetings, telecons, proposal kick off and tag-ups to meet the customers’ goals and objectives.
- Understand forecast to satisfy customer requirements and manage stock and rotatable pool.
- Ensure the timely and successful delivery schedule and clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Review customer claims and provide analysis for Finance/Accounting.
- Communicate effectively with customer on quotes, order status, TAT and issues.
- Negotiate and follow-up strategically with customers to obtain approvals on quotes and delivery schedule.
- Coordinate recovery plans for delinquent performances and analyze root cause and determine corrective action plans for issues.
- Stay on top of industry changes and market trends applicable to customers and develop new business opportunities with existing customers and/or identify areas of improvement to meet customer needs.
- Provide metrics and status for major accounts to the site Leadership Team.
Numbers & Facts
| Location | Bethel, CT |
| Job Type | Contractor, Full-time |
| Industry | Staffing/Employment Agencies |
| Salary | $40 Per Hour |
| Year Founded | 1999 |
| Headquarters | North Andover, MA, US |
| Website | http://www.americancontractgroup.com/ |
Qualifications
Position Criteria:
- Must be well organized and have a history of managing customer programs.
- Proficient in proposal/contract, terms and conditions, preparation, negotiation and management (compliance matrices).
- Familiarity with major aerospace customers and affiliates.
- Leadership, teaming, team problem solving, program management and time management skills.
- Proficient with MS Project, Word, Excel, PowerPoint, MS Outlook, Basic Internet.
- Understanding of federal laws, and corporate and project finance.
- This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). 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.
Required (Basic) Qualifications:
- Bachelor’s degree from an accredited institution with a minimum of three (3) years of experience in account management, contract administration, customer service, project management, quality or supply chain in manufacturing, operations or aerospace environment OR, in lieu of a bachelor's degree, a high school diploma or General Education Degree (GED) from an accredited institution with a minimum of 10 years of experience in account management, contract administration, customer service, project management, quality or supply chain in manufacturing, operations or aerospace environment.
- Must be legally authorized to work in the United States without company sponsorship.
- This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S person as a U.S Citizens, U.S Permanent Resident (i.e. ‘Green Card Holder’), Political Asylee, or Refugee.
- No relocation benefit is offered for this position. Only candidates residing within the immediate geographical area (50 miles of 90039) will be considered for this position.
About Company
American Contract Group is a staffing firm that specializes in offering contract, and contract-to-hire, and full-time staffing solutions for various companies throughout the United States of America.
Our executive management team has over 35 years of industry experience, which provides the expertise to compete in today's business environment. We have incorporated our philosophy of high standards and ethics, excellent industry credentials, and a strong work ethic to create specialized business solutions for all our clients and job seekers alike.
Our primary focus at American Contract Group is to provide staffing services within the engineering or technical fields. If you are a client with a staffing need or a job seeker in need of employment, American Contract Group would like to be your primary staffing source.
Skills
- Customer Service Operations
- Manufacturing
- Aerospace and Defense
- Contract Management
- Negotiation Skills
- Request for Proposals (RFP)
- request for quotation (RFQ)
- Microsoft Project
Skills
- Accountingunmatched
- Analysis Skillsunmatched
- Communication Skillsunmatched
- Cross-Functionalunmatched
- Customer Experienceunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Customer/Consumer Behaviorunmatched
- Distribution Channelunmatched
- Financeunmatched
- Forecastingunmatched
- Logisticsunmatched
- Manufacturing Operationsunmatched
- Marketingunmatched
- Metricsunmatched
- Negotiation Skillsunmatched
- OEM (Original Equipment Manufacturer)unmatched
- Order Processingunmatched
- Order/Customer Fulfillmentunmatched
- Pricingunmatched
- Proposal Writingunmatched
- Quality Engineeringunmatched
- Request for Proposals (RFP)unmatched
- Revenue/Sales Reportingunmatched
- Salesunmatched
- Sales Managementunmatched
- Shipping Operationsunmatched
- Supply Chainunmatched
- Time Managementunmatched
- Trend Analysisunmatched
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