Customer Account Manager
4 months ago
De Havilland Aircraft of Canada Ltd. (‘DHC’) is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB. DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing, and flight training. DHC currently has approximately 1,200 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide. Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future.
Position Profile
We currently are recruiting for a Customer Account Manager in our Material Services Department in Aftermarket. The primary objective of this position is to provide customers with complete management services pertaining to all their Spares orders.
Reporting to the Manager, Customer Care, you will be responsible for work in the following areas:
**Responsibilities include**:
- Provide strategic leadership to manage a portfolio of over 80 customers, including airlines, lessors, repair stations, and brokers, regarding their parts orders and accounts.
- Ensure the relevant administrative support is provided to Customers with particular emphasis on all aspects of the order process, including: Quotations, MRAs, Accounts Receivable issues, customer profiles, and backorder management.
- Engage in proactive customer contact, displaying personal care and concern for customers’ operations.
- Investigate invoice or shipping discrepancies by researching the systems and involving internal stakeholders to find a resolution.
- Produce reports and presentations for customer meetings, as well as attend or present at customer events.
- Manage projects for customers, such as initial provisioning orders, Mobile Repair Team events, special orders, technology changes, contractual commitments, etc.
- Exercise sound judgement in decision-making, proposal recommendations, and escalate issues as required.
- Participate in workshops for new technology or process implementation.
- Liaise with other internal departments to support customer requirements.
- Support Customer Service Representatives regarding customer requirements and issues, system issues, escalations, and training.
**Qualifications**:
- Bachelor’s degree (Business preferred) or equivalent work experience.
- 5 years experience in a customer service role.
- Ability to organize, prioritize and handle multiple time-sensitive tasks in a demanding environment.
- Strong analytical, planning and negotiating skills.
- Team player with a strong sense of initiative, responsibility, and good judgment.
- Strong customer focus and the ability to establish positive relationships with internal and external stakeholders across the business.
- Excellent interpersonal, written, and oral communication skills. Highly proficient in written English is required. A second language is an asset.
- ERP system experience is considered an asset.
- An understanding of commercial aircraft aftermarket and business processes is valuable.
- Some travel and shift work may be required.
At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence.
As such, it is an expectation that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals.
Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required.
At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.
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