Customer Account Coordinator

Summary Work strategically to meet business goals and objectives by ensuring the customer have a positive experience through listen to customer concerns, answer customer questions, troubleshooting and provide information about the company's products and services. Ensure the growth of the BU. Job Location: On-site at Sarasota, FL. Essential Duties and Responsibilities Answer customer emails and calls, acts as primary point-of-contact for day-to-day operations between SAFRAN and TIER 2 & 3 customer and provide order status to the customer in anticipation of customer needs by resolving and/ or escalating urgent customer request for resolution. Performs contract review of all orders for customer requirements to ensure is processed per negotiated requirements including quality and importing and exporting requirements are followed. Responsible to ensure sales orders are entered into ERP system and / or Other Support databases. When applicable validate that parts required are enter into the ERP based on technician inputs (MRO) Maintain all required archives per SAFRAN record retention policy accordingly to the Quality Management System and Customer requirements. Ensure that quote is provided to the customer and coordinates and supports in negotiating PO contract or Top level contact pricing, delivery, administrative requirements and conditions ensuring compliance with SAFRAN's policies, terms and conditions from proposal through shipment Responsible to monitor the on-time delivery to their customers by monitor status and when applicable close sales and service orders in ERP. Ensure collaboration and communication with the supply chain department to assess delivery options Coordinate refurbishment units for cannibalized units, identify core unit exchanges (MRO) Identify and collaborate with supply Chain on alternative part numbers or customer date collaborations Responsible to update ERP system in a timely manner for all customer changes request and ensuring demand alignment is flow down with detailed order management. Manage all customer portals for changes and updates and the customer requirements are being fulfilled. Provide timely recovery plans as required by the customer, including intercompany and subcontracting and develop a relationship of trust with the customer Outbound (and occasionally inbound) logistics of the product and parts. Delivery (MRO) Outbound and inbound management of subcontracted parts. (MRO) Generate ASN in the customer portal and assist quality department to load or provide FAI to customer. Perform warranty contract obligations and/ or warranty according to SAFRAN terms and conditions in coordination with the Sales and Marketing team and ensure they converse accordingly. MRO: Review contractual agreement, quote scope, if PSA, if NFF, track TAT and payment when charge back to customer. OE: Support Warranty manager to follow contract obligations, track TAT and when applicable track payment of charge back to customer. Responsible to provide invoice to the customer when required and assist finance with reconciliation of month-end processing to ensure accurate financial closing. This includes to submit or generate invoices in Customer Portal (WAWF) Ensure collaboration and communication with Program Management Organization as well as with the Key Account managers for the designated customer. Provide the Customer feeling through KPI'S to monitor customer satisfaction, TAT, OTD and warranty and represent the voice of SAFRAN when need it and contest OTD Hits Communicate and follow up internal activities with the functional teams involved in achieving customer commitments. Represents the company at customer review meetings (on and potentially at off-site meetings). In a professional manner Understanding of the D-Trade (Electronic Licensing System) and work with Trade Compliance to ensure all regulations are met to avoid delay in shipping Assures compliance with all export control regulations- ITAR Fundamental understanding of government orders rated Host customers on site and coordinate source inspections Fundamental understanding of FAA requirements for repair and PMA purchases. Adheres to safe work practices and contributes to the evolution of the health, safety, and environmental program and culture. Assesses current practices for continuous process improvements. Perform other administrative duties as assigned. May be required to work extra hours, including evenings and nights, during business peaks, with regular and predictable attendance being essential. Basic Qualifications Bachelor's Degree from an accredited institution and 2 years related experience Or in lieu of a degree, a minimum of 3 years' experience in Customer and/or Sales or similar industry. Excellent communication and active listening Experience on data entry Must adapt to various software programs Flexibility MS Office skill is required Knowledge/Skills Detail oriented Proven problem resolution skills and resourcefulness. Agility to problem solving Must be able to have a high level of organization while multi-tasking. Ability to manage multiple accounts and tasks concurrently. Capable of working in a deadline-oriented environment. Time Management skill Team work skill Work Environment 80% office work / 20% working on a production floor #J-18808-Ljbffr