Customer Account Specialist

Customer Account Specialist (1-Year Contract)

About The Client:

Our client is the largest US-based supplier of aerospace and defense products with strong operations across the MENA region.  A leading MRO organization in Dubai, specializing in the maintenance, repair, and overhaul of aircraft systems, is seeking to expand its team as part of its continued growth. The company is looking for experienced professionals who can contribute to its success while maintaining its strong reputation as a trusted provider of quality MRO services.

An opportunity has arisen for a Customer Account Specialist within the Dubai team on a 1-year extendable contract, reporting to the Customer Service Manager. This role offers an excellent chance to be part of a dynamic and diverse workforce. 

Role Details:

• Location: JAFZA, Dubai
• Industry: Aviation/ Aerospace
• Experience: Minimum 4+ years
• Contract: 1 year (extendable)
• Working Days: Monday-Friday
• Timings: 7:00 AM - 4:00 PM
• Salary: AED 12,000 - 13,000
• Preference: Immediate joiners

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 that establish and maximize customer satisfaction for the Dubai MRO site.
• To work with all levels of management, personnel, and customers.

Job Duties:

• Assisting the Customer Service and Operations team and providing 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).
• 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.
• Assist in the 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.
• 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).
• 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:

• Bachelors degree in business administration, Aerospace Engineering, or a related field. Masters 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.
• Technical knowledge on the commercial aerospace component repair business.
• Ability to multitask, and work under pressure in time-sensitive situations.
• Customer-oriented and continuous improvement mindset.