Customer Account Specialist

At our Dubai MRO Centre we are specialists in the maintenance, repair and overhaul of aircraft systems. As part of our planned continued expansion we require experienced individuals who will contribute to our success, whilst upholding our reputation as a leading provider of quality MRO services with customers. An opportunity has arisen for a Customer Account Specialist within our Dubai Team. This position will report to the Customer Service Manager of the Dubai MRO site. This is an excellent opportunity to be part of a diverse team.

Purpose / Objective:

• To provide customer support by completing contract review, quote submission, status reports and addressing customer needs as required.
• To provide support by liaising with management, operations, materials/logistics and finance to support delivery to the customer within contract terms.
• To work with the management team to develop, communicate and achieve tactical and strategic PDM goals in areas such as COPQ, EBIT, Quality, contract management and delivery assurance which relate to the CSR function.
• To perform data analysis and reporting on customer specific metrics; develop systems and processes which establish and maximizes customer satisfaction for the Dubai MRO site.
• To work with all levels of management, personnel and customers.

Job Duties:

• Assisting Customer Service and Operations team and provide necessary information to the team regarding customer requirements.
• Assist in Contract management as directed by management (preparation of quotes and tenders, contract analysis and execution to assure desired margins, and other tasks as necessary and assigned by management).
• Respond to request for proposals (RFP) and request for quotes (RFQ) within the time period requested by the customer.
• Following up on removals with the customers.
• Address customer inquiries, concerns, and issues promptly and effectively, aiming for swift resolution.
• Providing necessary documents from customer before the shop visit.
• Sharing documents with related departments to get prepared for the shop visit.
• Face-to-face meetings with major customers in region.
• Participating in work scope meetings.
• Providing customer approvals for work scope changes, exchanges, swaps and scrap replacements on time according to the agreement.
• Liaise with customers to establish customer requirements and scope of work for tender/quote.
• Maintain customer contact to determine outcome of quote/tender.
• Assist in preparation of contracts clearly outline the agreed terms and conditions of business agreement and which are legally correct.
• Quote follow-up to drive appropriate quote level within the business.
• Attend daily operations meetings, escalating major issues and providing support to customer service representatives for daily issue resolution.
• Complete contract review and repair card raising for units being inducted into the shop to ensure compliance to customer requirements.
• Develop and transmit quotations for work to be completed per customer agreements or on a time and materials basis.
• Provide after-hours AOG support and expedite customer critical units currently being worked in the Dubai MRO site.
• Manage customer service projects required to meet the needs of the business or to meet special requirements of customers.
• Gathering feedback from the customer to understand their satisfaction levels and areas for improvement, implementing strategies to enhance customer satisfaction, loyalty, and retention.
• Process exchanges when required by customer, or in an effort to meet on-time delivery requirements.
• Build and maintain customer folders with pertinent customer information (i.e. contacts and agreements).
• EH&S, Ethics, Quality and ACE objectives as identified by the company.
• From time to time the successful candidate may be required by the Company to perform other tasks which are not included in the above description, but are within the capabilities of the individual and, where necessary, training will be provided.

Requirements:

• Bachelor’s degree in business administration, Aerospace Engineering, or a related field. Master’s is a plus.
• Proven experience in customer account management, preferably in the aerospace or MRO industry.
• Knowledge using MRP systems. Experience using SAP preferred.
• Expert at MS Office applications.
• Strong interpersonal and communication skills.
• Excellent command of English both written and spoken.
• Technical knowledge on commercial aerospace component repair business.
• Ability to multi-task, and work under pressure in time-sensitive situations.
• Customer oriented and continuous improvement mindset.