Customer Account Representative, Dorset

Our Aerospace Client based in Wimborne is currently looking for a Customer Account Representative to join their team on a permanent basis.

Key skills required for this role:

• Attention to detail
• Administration Experience
• Working to KPI's
• Customer Service Skills

Role Purpose:

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Regular interactions with customers over the phone and occasional face-to-face as required.
• The role is primarily office-based and remote working from home, but might involve occasional overseas travel as and when required.
• Responsible for closing orders, handling transactions, and processing POs (Purchase Orders) within the Inside Sales Team in the IPT.
• The primary focus is to generate and provide quotations for Business as Usual (BAU) opportunities by liaising with internal stakeholders.
• Communication with customers of delivery dates and reasons for delay.
• Primary point of contact for spares and repairs orders.

Key Responsibilities:

• Receive requests, RfPs, and RfQs from customers and log them into our ticketing system.
• Manage BAU opportunities through the BAU process.
• Liaise with internal stakeholders and subject matter experts to meet opportunities BAU quotation turn-around-time and customer requests.
• Receive orders from customers, promptly load them onto the system, and produce order acknowledgments.
• Ensure offers and orders are commercially sound and comply with customer contracts and internal commercial procedures.
• Manage BAU opportunities according to company guidelines and update them regularly.
• Assure data quality to high standards.
• Manage BAUs and work in general to meet KPIs.
• Build and maintain strong customer relationships.
• Prepare and send status reports chasing customers for outstanding POs.
• Maintain opportunity schedule and reports on ongoing open opportunities.
• Manage orders according to request dates and monitor arrears in deliveries.
• Cooperate with management to meet the employer's legal duties and take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions.

Core Competencies:

• Good interpersonal skills.
• Excellent communication skills - verbal and written.
• Problem analysis and problem-solving.
• Attention to detail and accuracy.
• Data collection and ordering.
• Adaptability and initiative.
• Knowledge of import/export controls.
• Competent on Microsoft Word and Excel.
• Experience in sales environment.
• Experience processing quotations and communicating them to customers.
• Experience with CRM and MRP systems.

What will you be doing:

• Tasking procurement with raising POs on suppliers for survey or repair work.
• Chasing procurement for updates on sub-con surveys or delivery dates.
• Managing the order book in general.
• Defining or determining dates for delivery of hardware to customers.
• Making/justifying decisions on offering free-of-charge work or parts.

Qualifications:

• Competent in customer service principles and practices.
• Competent in account management dealing with orders and price requests.
• Knowledge of administrative procedures.
• Electronic sales ledger experience with regards to sales orders/purchase orders/invoicing.
• Manipulation of and exposure to customer databases.

Baseline Personnel Security Standard (BPSS) clearance is mandatory for this role and must be upheld. Please be aware that failure to obtain BPSS clearance may render you ineligible for the role, and any employment offer could be withdrawn based on national security grounds.

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