CLIENT RELATIONSHIP MANAGER

Job Description

Job Description

Description:

Cutter Aviation – Excellence in Aviation since 1928

As the leading aviation services provider in the Southwestern United States, Cutter Aviation’s success is powered by our people. We value hard work, reward exceptional service, and are committed to building long-term careers by supporting our employees every step of the way.

Position Summary:

Cutter Aviation is searching for an energetic and professional individual to manage client accounts/relationships on a personal and technical level to ensure a positive client experience throughout ownership. Individual will be responsible for maintaining client retention and fostering brand loyalty through customer-centric liaison during maintenance events, routine flight operations and any unforeseen ownership challenges by coordinating action plans at service facility until resolution. This position will support Cutter Aviation’s clients at Cutter Aviation Denver APA and Cutter Aviation Denver BJC. In addition, this position will be accountable for the following:

Key Duties and Responsibilities:

• Primary point of contact regarding aircraft maintenance events.
• Prepare and provide estimates for customer review and approval.
• Represent Cutter Aviation at trade exhibitions or networking events as needed.
• Maintain and help create our customer-based maintenance experience at a high level.
• Establish and maintain a professional working relationship with the customers and their personnel.
• Sustain growth as a motivated self-starter, proactive in identifying issues and areas for improvement.
• Maintain constant comprehensive awareness of all aspects of projects with regard to customer communication.
• Prepare for customer arrival in advance to assure a full understanding of the work scope and the customer’s expectations.
• Communicate aircraft issues with customer - Identifies solutions and defines ways to provide exceptional customer service.
• Maintains customer contact for feedback, follow-up, sends out customer surveys and logs appropriate data into CRM systems.
• Upsells and cross sells additional work to Customer such as but not limited to STCs, avionics installations and aircraft upgrades.
• Assist with reviews to work orders throughout the project and upon satisfactory completion of all work performed, initiates work order closing, presents final work order invoice to customer.
• Reports to the General Manager
• Works closely with and supports the General Manager and the entire team of technicians at the service facilities.
• Responsibilities will include sending work order authorizations, providing work scope estimates and overall communication when new customer visits facility for maintenance event.
• Other duties as assigned.

Performance Factors:

• Attendance and Dependability: Employee must report to work at the scheduled time and seldom be absent or late. Employee must be able to complete work in an accurate, timely, thorough manner and be conscientious about assignments. Routinely exhibits a sense or urgency to get the job done.
• Communication and Contact: Employee must have streamlined and adept communication skills both verbally and in writing with customers, colleagues, and superiors. Needs Grammar, punctuation, and email structure with a high degree. Must maintain strict confidentiality when dealing with sensitive information.
• Relationship with Others: Employee must work effectively and relate well to other including superiors, colleagues and customers. Must consistently exhibit a positive and professional attitude when interacting with others. Must maintain constructive working relationships and seek to promote good employee morale.
• Meeting Business Goals and Objectives: Employee must be able to set goals and objectives for themselves and to meet or exceed goals set by management.

Benefits Available with employment: Medical, Dental, Vision and Supplemental Plans

Requirements:

Knowledge Required:

• A&P License preferred

Minimum Work Experience/Requirements:

• Microsoft office suite skills - required.
• Outstanding computer skills - required.
• Experience in a Part 145 service center with strong technical communication skills related to maintenance (MX) items preferred.
• Corridor, Salesforce, Microsoft Teams, and aviation maintenance software experience - a plus.
• Ability to arrive early or stay late as workload dictates, including an occasional weekend if needed.
• Excellent inter-personal skills required. Position has significant interaction with customers and vendors; including new aircraft/engine/propeller etc. manufactures.

Job Specifications:

• High school diploma or equivalent
• Possess a valid driver’s license and a have clean driving record.
• Able to pass a background check.
• Ability to pass a drug screening test.
• Ability to lift up to 50 pounds.

IDEAL CANDIDATE WILL HAVE THE FOLLOWING WORK STYLES:

• Attention to detail.
• Persistence in the face of obstacles.
• A willingness to take on responsibilities and challenges.
• Being reliable, responsible, and dependable, and fulfilling obligations.
• Being pleasant with others on the job and displaying a good-natured, cooperative attitude.
• Being sensitive to others' needs and feelings and being understanding and helpful on the job.
• Guiding oneself with little or no supervision and depending on oneself to get things done IAW acceptable techniques and methods.
• Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior even in very difficult situations.
• Accepting criticism and dealing calmly and effectively with high stress situations being open to change (positive or negative) and to considerable variety in the workplace.
• Results oriented Proven ability to achieve goals. Follows through and meets deadlines; Strong organizational, multi-tasking and time management skills; Strong problem-solving and analytical skills.
• Communication Oral Communication speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings. Written Communication Writes material in clear concise terms.