Customer Account Rep

Position Summary

Position Summary:

The Customer Account Representative serves as the primary focal point for day to day management of Customer requirements. This role will review, manage and process customer orders and quotation requests while coordinating across internal teams to support accurate order entry, timely communication, issue resolution, and customer satisfaction.

Job Duties:

• Monitor and actively manage CRM tool, shared email, customer portals and EDI systems to to ensure responses are provided in line with division targets.
• Review Customer Purchase orders to ensure prices, quantities, leadtimes and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders ie Finance, Contracts and Operations through audited checklist.
• Entry and management of Purchase Orders, credit and debit notes into enterprise resource planning (ERP) system
• Raising quotes and Customer documentation, prioritizing workload to ensure the Customer always receives excellent service
• Identify, divert, manage and track, out of production parts through the relevant enquiry process/cost request
• Navigate ERP system for product recognition, identifying runner/repeater parts, direct purchase approval.
• Create, extract and interpret ERP reports relating to orderbooks, shipping and sales history
• Approach customers directly with any anticipated order and pull in sales opportunities to increase sales
• Resolve Customer disputes which may include warranty, delivery or quantity disputes at the lowest and most beneficial manner to Parker Meggitt
• Awareness of the regulations pertaining to the products and customers for which the employee is responsible ie Air worthiness, Govt flowdowns etc.
• Frequent dialogue with internal stakeholders who support with orderbook reviews and reconciliations, attending internal meetings as required
• Attend regular customer calls and communicate upwards any key information regarding the status of customer orders.
• Managing day-to-day requirements for their assigned Customers; order entry, inquiries, orderbook management, dispute resolution.
• Responsible for reviewing Customer PO terms are in line with agreed contractual or Parker Meggitt T&C’s and seeking clarification from extended business stakeholder SME’s where required before accepting Customer PO’s
• Coordinate with internal stakeholders to ensure Customers expectations are recognised.
• Ensure internal response times in the CRM are maintained and escalated where appropriate.
• Drive opportunities with Customers for longer term order visibility (AO), forecast alignment and pull forward where excess inventory has been identified.

Key Competencies

• Ability to gather data, to compile information, and prepare reports
• Strong verbal and written communication skills
• Excellent customer service orientation
• Well-organized, detail-oriented, and ability to multi-task
• Ability to prioritize duties, in order to meet deadlines.
• Customer focus - building strong customer relationships and delivering customer-centric solutions.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
• Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations
• Drives results - Consistently achieving results, even under tough circumstances
• Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications
• Business insight - Applying knowledge of business and the marketplace to advance the organization's goals
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear
• Resilience – maintaining professionalism under pressure and ability to recover from setbacks

Job Requirements

1. Bachelor's Degree or at least 1-2 years of relevant industry experience
2. 2+ years of experience in customer service

Conditions of Employment

This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.

Equal Employment Opportunity

Additional Comments:

The essential functions have been provided as example of the type of work performed by employees assigned to this job classification. The company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Employees & Job Applicants | U.S. Equal Employment Opportunity Commission