Customer Account Manager

Job Description

Job Description

The role & department

Fokker Services, a multinational Aviation Maintenance & Repair Organization, is seeking a dynamic and driven candidate who is passionate and curious about finding solutions for their customers. The ideal candidate will possess both the ability to think critically and the curiosity to solve problems affecting our customer maintenance programs. Our new team member will actively maintain cohesion between internal support functions and customer demands with the keen ability to influence and drive change in the organization.

As the voice of the customer the Customer Account Manager (CAM) is ultimately responsible for maximizing the value, scope and performance of our services.

The team

A new team member will join the existing small but high impact Customer Solutions Team and work together on day-to-day activities to meet the department’s KPIs. Customer Solutions Team members are key influencers in local operations, with some of the CAM’s primary responsibilities to include: managing key accounts (quoting, progress updates, relationship building), backing up teammates to assist with quoting, and working with cross-functional department team members to develop and implement efficient and scalable processes in order to achieve desired results for our customers and improve the organization’s effectiveness.

This role is suitable for new graduates and individuals with 2+ years of comparable experience looking to jumpstart their career in the fascinating and ever-changing world of aviation.

This is an on-site role at our LaGrange, GA facility, reporting to the Manager, Customer Support.

Your key responsibilities

In this position, your main responsibilities and duties are:

• Identify and solve problems at both conceptual and practical levels; must be a self-starter with the drive and curiosity to understand how systems work with the ability to communicate simplified solutions.
• Build and maintain a working rapport with customers to fulfill our delivery promises and ensure customers receive world-class service with every interaction.
• Proactively address customer issues; take steps to determine the best solutions available by using the resources at hand.
• Align internal resources in the delivery execution of customer programs to drive achievement of customer requirements to create and sustain a ‘delighted’ customer experience.
• Develop a good working relationship with internal team members to regularly communicate customer requirements within the organization: operations, logistics, scheduling, supply chain, engineering, & sales.
• Take immediate and necessary actions to ensure financial, delivery, quality and safety performance are achieved for assigned programs and customers.
• Learn and become proficient with our corporate enterprise software which is used in all day-to-day aspects of the business.

What do we ask from you?

The successful applicant will have:

• 2+ years of customer service experience in a professional environment; preferably in business to business channel.
• Drive to be self-motivated and self-directed.
• Professional written and verbal communication skills.
• Experience with the MS Office Suite: Outlook & Excel are utilized extensively in this role.
• Bachelor’s degree in appropriate discipline, or additional experience in lieu of a degree.
• Ability to travel domestically and internationally as required. Travel is <10%.

What do we offer you?

• Competitive pay
• 401k with company match
• Medical, Dental and Vision
• Company paid Short-Term/Long-Term Disability, life insurance and AD&D policies
• Optional supplementary coverages
• Employee Assistance Program (EAP)
• Paid time off starting day 1
• Employee Incentive/ Profit Sharing program

About Fokker Services Group

At Fokker Services Group, our greatest purpose is to exceed reliability expectations, keeping customer aircraft where they belong - in the sky!

An aftermarket integrator with design, production, maintenance, and airworthiness expertise and experience, on which commercial and defense operators around the world rely for the continued competitive operation of their fleet. Unique independent competence for comprehensive sole source solutions with a global presence, with facilities in Europe, Asia, and the Americas.

Our Values

As a High-Performance Organization, our core values shine through in everything we do:

• Customer Focus : We do all we can to meet the needs of our customers by offering unique and customized solutions. We understand the importance of delivering a truly collaborative experience, and value building sustainable relationships based on quality, safety, and trust.
• Innovative Thinking : By driving leading proprietary positions within chosen markets, we engage and excel in innovative thinking. We dare to lead and make decisions.
• Global Excellence : In the pursuit of excellence, we are continuously improving by working cross-functionally and inspiring each other to achieve our shared goals. Further, we work with the highest safety standards and provide our employees with opportunities for personal development and learning.
• We Care : We embrace ‘doing the right thing’ by embodying diversity, equity, and inclusion in the workplace. This means that we are open, honest and take the time to listen to each other.