Customer Accounts Manager at Meggitt in North Hollywood, CA
Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defence and selected energy markets. We believe in our vision of 'Enabling the Extraordinary:
To Fly, To Power, To Live. These core values - teamwork, integrity and excellence - are what have allowed us to become the company we are today. With facilities and over 10,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe. Our Corporate Functions keep our business competitive by providing first-class support from Quality through to Finance and HR. Headquartered in the UK, Meggitt PLC is a global engineering group specialising in extreme environment components and smart sub-systems for aerospace, defence and energy markets. Some 10,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East. Job Designation The Manager, Customer Accounts leads a team of Senior Customer Account Representatives and Customer Account Coordinators. Their role is to both manage teams and support Meggitt's top tier customer accounts. The Manager, Customer Accounts will foster a culture of delivering world-class service and support by directly overseeing team KPIs, acting as an escalation point, responding to complex customer inquiries and collaborating internally with numerous departments. Job Core Responsibilities o The Manager, Customer Accounts is responsible for managing a team of Senior Customer Account Representatives and Customer Account Coordinators within a specified product group, as well as having responsibility over their own client base. o Act as the escalation point for customer orders and enquiries that cannot be dealt with or resolved by the Coordinators or Senior Customer Account Representatives. o Providing daily tasks to the team and overseeing the deliverables across the team. o Responsible for delivery of the strategic objectives set by the Senior Manager - setting objectives for individuals and teams that can be achieved at an operational level. o Support Meggitt's strategic blue chips at the divisional and team level, e.g. reduction of inventory. o Ownership of key customer accounts, typically including those with more complex customer accounts and complex contractual arrangements. o Responsible for writing procedures, policies and applying standardization across teams. o Conduct people management responsibilities, such as performance reviews ensuring the team is performing to the required standards and aligned to HPC/values. o Maximizing opportunities for the business through building relationships with customers to create revenue potential opportunities. o Business process improvement - responsible for looking at opportunities for efficiency and leading on change initiatives. o Attend regular weekly customer calls and communicate upwards any key information regarding the status of customer orders. o Analyze customer contracts and able to guide the team on how contract interpretation and application. o Provide leadership, mentorship and set a positive example for direct-reports o Serve as a liaison between the Customer Account team and the Site leadership team; advocate for the interests of the Customer Account team, as necessary o For the customer accounts under the control of the Manager they will review and enter purchase orders into the enterprise resource planning (ERP) system for customers managed at this level. o Accompany Meggitt's Senior Leaders at meetings held at Customers' facilities as required (may require standing in duties for the Senior Manager) o Track and reconcile internal and external customer score cards, which includes verification of the metrics by which Meggitt is judged o Upon receipt of orders for out-of-production products, gather from the key stakeholders (incl. Planning) the information necessary to prepare a quotation, which includes pricing, production lead time, terms and conditions for customers managed at this level. o Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost, for customers managed at this level. o Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations) o Utilize business systems, including CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders o Resolve escalated customer complaints (those that cannot be managed by the Coordinators or Senior Customer Account Representatives). Job Specifications 6
years' experience - degree is preferable but relevant experience also ok if they have managed a team and worked in a similar role/industry (Preferred):
Master's Degree and equivalent experience Field of Study/Area of
Experience:
Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line 5
years of experience in customer service Skills, Knowledge and Abilities o Excellent knowledge of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.) o Strong management and leadership skills o Able to set direction and deliver results o Ability to draft, review and analyze policies, procedures and specific instructions o Ability to research and analyze data effectively o Ability to gather data, to compile information, and prepare reports o Excellent verbal and written communication skills o Strong presentation skills o Ability to influence stakeholders o Excellent customer service orientation o Track record of building and maintaining customer/client relationships o Well-organized, detail-oriented, and ability to multi-task o Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines o Strong prioritization skills o Ability to visualize and plan objectives and goals strategically o Conflict management skills o Decision making skills o Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web browsers o Knowledge of computerized information systems used in financial and/or accounting applications o Intermediate level knowledge of PC software applications and strong understanding of PC operating systems
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
To Fly, To Power, To Live. These core values - teamwork, integrity and excellence - are what have allowed us to become the company we are today. With facilities and over 10,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe. Our Corporate Functions keep our business competitive by providing first-class support from Quality through to Finance and HR. Headquartered in the UK, Meggitt PLC is a global engineering group specialising in extreme environment components and smart sub-systems for aerospace, defence and energy markets. Some 10,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East. Job Designation The Manager, Customer Accounts leads a team of Senior Customer Account Representatives and Customer Account Coordinators. Their role is to both manage teams and support Meggitt's top tier customer accounts. The Manager, Customer Accounts will foster a culture of delivering world-class service and support by directly overseeing team KPIs, acting as an escalation point, responding to complex customer inquiries and collaborating internally with numerous departments. Job Core Responsibilities o The Manager, Customer Accounts is responsible for managing a team of Senior Customer Account Representatives and Customer Account Coordinators within a specified product group, as well as having responsibility over their own client base. o Act as the escalation point for customer orders and enquiries that cannot be dealt with or resolved by the Coordinators or Senior Customer Account Representatives. o Providing daily tasks to the team and overseeing the deliverables across the team. o Responsible for delivery of the strategic objectives set by the Senior Manager - setting objectives for individuals and teams that can be achieved at an operational level. o Support Meggitt's strategic blue chips at the divisional and team level, e.g. reduction of inventory. o Ownership of key customer accounts, typically including those with more complex customer accounts and complex contractual arrangements. o Responsible for writing procedures, policies and applying standardization across teams. o Conduct people management responsibilities, such as performance reviews ensuring the team is performing to the required standards and aligned to HPC/values. o Maximizing opportunities for the business through building relationships with customers to create revenue potential opportunities. o Business process improvement - responsible for looking at opportunities for efficiency and leading on change initiatives. o Attend regular weekly customer calls and communicate upwards any key information regarding the status of customer orders. o Analyze customer contracts and able to guide the team on how contract interpretation and application. o Provide leadership, mentorship and set a positive example for direct-reports o Serve as a liaison between the Customer Account team and the Site leadership team; advocate for the interests of the Customer Account team, as necessary o For the customer accounts under the control of the Manager they will review and enter purchase orders into the enterprise resource planning (ERP) system for customers managed at this level. o Accompany Meggitt's Senior Leaders at meetings held at Customers' facilities as required (may require standing in duties for the Senior Manager) o Track and reconcile internal and external customer score cards, which includes verification of the metrics by which Meggitt is judged o Upon receipt of orders for out-of-production products, gather from the key stakeholders (incl. Planning) the information necessary to prepare a quotation, which includes pricing, production lead time, terms and conditions for customers managed at this level. o Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost, for customers managed at this level. o Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations) o Utilize business systems, including CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders o Resolve escalated customer complaints (those that cannot be managed by the Coordinators or Senior Customer Account Representatives). Job Specifications 6
years' experience - degree is preferable but relevant experience also ok if they have managed a team and worked in a similar role/industry (Preferred):
Master's Degree and equivalent experience Field of Study/Area of
Experience:
Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line 5
years of experience in customer service Skills, Knowledge and Abilities o Excellent knowledge of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.) o Strong management and leadership skills o Able to set direction and deliver results o Ability to draft, review and analyze policies, procedures and specific instructions o Ability to research and analyze data effectively o Ability to gather data, to compile information, and prepare reports o Excellent verbal and written communication skills o Strong presentation skills o Ability to influence stakeholders o Excellent customer service orientation o Track record of building and maintaining customer/client relationships o Well-organized, detail-oriented, and ability to multi-task o Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines o Strong prioritization skills o Ability to visualize and plan objectives and goals strategically o Conflict management skills o Decision making skills o Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web browsers o Knowledge of computerized information systems used in financial and/or accounting applications o Intermediate level knowledge of PC software applications and strong understanding of PC operating systems
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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