Customer Account Manager

4 days ago

Boisbriand, Quebec, Canada Mitsubishi Heavy Industries Full time

About MHIRJ

MHIRJ is a global leader in the aviation industry, providing world-class services to airline fleets worldwide. Our mission is to enable, grow, and sustain powerful connections between our customers, our people, and our communities, delivering the resources and insights they need to take flight.

Our Offer

We offer comprehensive operational engineering and customer support solutions, including maintenance, refurbishment, technical publications, marketing, and sales activities for the global regional aircraft industry. Our headquarter is based in Boisbriand, Québec, and we are also positioned in important aviation hubs in the United States, Canada, and Germany.

Your Contribution

We are looking for a Customer Account Manager with bold ideas that deliver value to our partners and advance our industry. By joining MHIRJ, you will work with a flexible, dynamic, and united team.

Job Summary

The objective of this position is to provide Commercial customers with complete management services pertaining to all their Spares requirements while maintaining the company's objectives. The incumbent will be responsible to fulfill the overall Customer Account Management role, to provide accurate visibility on the status of each parts required while highlighting potential issues.

Key Responsibilities

  • Manage the workflow of a Customer Account Services Team in conjunction with Company policies, procedures, and standardization processes.
  • Ensure the relevant administrative support is provided to all Customers with particular emphasis on all aspects of the order process, including: Quotations, MRA's, Accounts Receivable issues and provide strategic leadership with respect to order book management (ML interface).
  • Invest in pro-active customer contact, displaying personal care and concern for customers operations.
  • Be effective conduit between CS Group and all other internal agencies to further streamline work, processes, and increase effective communication.
  • Mentor the CSR's in good Customer Service practices and provide direction.
  • Participate in and lead Customer Meetings.
  • Produce weekly and monthly Governance to measure overall performance.
  • Provide strategic leadership with respect to order book management.
  • Answer customer calls, Participate in and lead Customer Meetings.
  • Understand and Ensure Customer contractual commitments are being met.

Requirements

  • 5 years of experience in an aerospace environment, preferably in the area of customer support.
  • Experience in a focal role type mandate.
  • Proficient with Microsoft Office tools, SAP, PSD, MACPAC, Documentum.
  • Excellent written and verbal communication. Bilingualism (French and English) is mandatory.
  • Marketing or Business degree, or equivalent work experience in a customer-facing Aviation Support Operational role.
  • Experience in interfacing with various internal agencies, such as ML, ISE, CM, Finance, etc.
  • Effective and Skilled communicator.
  • Leadership skills with the ability to build strong teams.
  • The candidate is a team player with strong communication (verbal and written), leadership, and entrepreneurship skills.
  • An understanding of commercial aircraft aftermarket and business processes is considered an asset.
  • Must possess a working knowledge of Microsoft Excel, PowerPoint, and Access.
  • Must be able to work flexible hours.

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