Customer Account Manager

2 weeks ago

Laval, Canada M1 Composites Technology Inc. Full time

**About M1 Composites**

M1 Composites Technology is a Transport Canada Approved Maintenance Organization (AMO) and Design Approval Organization (DAO) specializing in advanced composites & sheet metal structures. M1 provides speciality products and services to the commercial and defense aerospace sectors including: engineering, certification (STCs & PMA parts), manufacturing, repair, and NDT (LPI, Eddy current, ultrasonic, thermography, ELCH, borescope). M1 is a leader in repair & overhaul of nacelles, flight control surfaces, radomes, doors, interiors, fairings, cargo nets, and much more. In addition, we are an Airbus and Boeing (Gold) Licensed MRO facility, ISO9001/AS9100/AS9110 certified, NADCAP, military approved.

**Purpose**

The Customer Account Manager is the principal point of contact for the customer, oversees the contractual obligations and manages customer satisfaction. The role comes with a lot of exposure in the company and deals directly with the customers.

**Objectives**:

- Maintain a high level of customer satisfaction,
- Lead _ad hoc _projects for new or existing clients.

**Main responsibilities**

**Customer Account Management**:

- Build sustainable relationships and trust with our customer accounts through open and interactive communication;
- Identify and assess customers’ needs and respond efficiently to their inquiries in order to maintain high customer satisfaction, develop long lasting customer relationships and manage customer satisfaction;
- Handle customer complaints with confidence, provide appropriate solutions within the time limits and follow up to ensure resolution;
- Manage and oversee contractual obligations;
- Act as the main point of contact for clients and ensure excellent service standards;
- Provide accurate, valid and complete information by using the right methods/tools;
- Work in close relationship with internal teams to improve the overall customer experience;
- Monitor Key Performance Indicators (KPI);
- Identify new business opportunities among existing customer;
- Develop and improve processes;
- Perform quarterly review with customers;
- Go the extra mile to engage customers.

**Your ideal background**:

- College diploma in engineering (aerospace), business administration or another related field or equivalent experience,
- Minimum of five (5) years of experience with proven customer support experience or experience as a client service representative, in aviation/MRO;
- Knowledge of composites and aerostructures (an asset).
- Knowledge of structural repair manuals (SRM) and component maintenance manuals (CMM) on composite and/or sheet metal structure (an asset);
- Ability to multitask and work with limited supervision,
- Comfortable in a fast-paced environment,
- Customer service oriented,
- Excellent knowledge of ERP and MS Office Suite,
- Bilingual French and English.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- RRSP match

Schedule:

- Monday to Friday

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- aviation/MRO: 5 years (preferred)

Work Location: In person

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