Customer Account Rep, Sr

Customer Account Rep, Sr

Location : Simi Valley, CA, United States

Job Family : Customer Service

Job Type : Regular

Posted : Oct 26, 2024

Job ID : 52204

ABOUT PARKER HANNIFIN:

At Parker Aerospace, we develop technologies and innovative solutions that enable reliable, efficient, and increasingly sustainable flight throughout the aircraft's lifecycle, including aftermarket support. Our passionate people with deep engineering expertise and our breadth of differentiated technologies ensure that we make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.

As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited professional and personal development opportunities. Working with some of the industry's most brilliant minds, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker's goal of addressing the world's most pressing engineering challenges.

At Parker, our team members belong, matter, and make a difference. We believe the key to bringing talented new team members into our organization is to focus on everyone's talents and potential rather than the job specification. If you have innovative ideas and a commitment to excellence, we are happy to consider you for other roles at Parker that may be a good fit.

Parker Meggitt is a worldwide leader in multiple Commercial and Military Aerospace product lines, including Fire and Smoke Detection and Extinguishing systems, Bleed Air Overheat detection systems, Actuators, Rudder Pedal Assemblies, Pumps, Fuel Gauging Systems, High-Temperature cables, and more.

The Parker Meggitt Simi Valley Fire, Safety, and Power Division site is a fully integrated location with product responsibility from Marketing and Engineering through Supplier Management, Program Management, and Manufacturing, ending with delivery to customers.

Parker Meggitt - Simi Valley, CA, is also a key supplier in selecting energy markets, including nuclear gas analyzers and nuclear containment vessel penetration cables. We work directly with the largest global aerospace companies, including Airbus, Boeing, Embraer, Lockheed Martin, and many others.

JOB DESIGNATION

The Senior Customer Account Representatives will manage a variety of Meggitt customer accounts to deliver world-class service and support by directly overseeing score cards, immediately responding to inquiries, collaborating internally to prepare and deliver quotations, and joining with the planning team to accurately forecast demand. By utilizing the Meggitt High Performance System, the Senior Customer Account Representative will serve as the primary interface for a variety of Meggitt customers, responsible for ensuring the most efficient and positive relationship with Meggitt's customers, while enabling level-loading of production and expeditious resolution of customer assertions. They will also work closely with key internal stakeholders and have a solid internal network relevant to the customers they support.

JOB CORE RESPONSIBILITIES

• Oversee different customer accounts across Parker Meggitt, particularly those with Long Term Arrangement (LTA) contracts as well as some more bespoke customers.
• Support the strategic account managers working on new business due to their knowledge and understanding of the existing customer portfolio and may be required to support bid-related activities.
• Prepare costing sheets (considering hours/materials) and produce quotes for internal sign off.
• The Senior Customer Account Representative has responsibility for ensuring that the price is accurate for customer orders such as miscellaneous repairs or spares quotes, which may include orders of significant value.
• Seeking buy-in from various key internal stakeholders before responding to new customer requests and presenting information back to the customer.
• Responsible for the contract review process, working closely with Commercial colleagues internally.
• Act as the voice of the customer and ensure timely resolution to all customer orders and enquiries.
• Support the production of the monthly and annual forecasts based on historical sales and customer trends, supporting forecasting and planning.
• Receive, review, and enter purchase orders into the enterprise resource planning (ERP) system and delegate to the administration team as required.
• Responsible for ensuring the PO is accurate and internal stakeholders have provided agreement. Formally acknowledge the PO with the customer.
• Responsible for ensuring customers are responded to in a timely manner and they are accountable for the communication both internally and externally.
• Works closely with all internal functions, including Trade Compliance, Finance etc. to ensure everything is placed to enable Parker Meggitt is able to deliver to the customer.
• Able to escalate matters to the Customer Account Manager and use judgement as to when this appropriate.
• Be aware of legislation requirements and keep up to date with Parker Meggitt internal training on such topics.
• Track and reconcile internal and external customer score cards, which includes verification of the metrics by which Parker Meggitt is judged.
• Collaborate directly and attend meetings with the Finance function, including shared service teams, to manage and reduce accounts receivables, accountable for resolving disputes that affect cash collection.
• Upon receipt of orders for "out-of-production" products, gather the information necessary to prepare a quotation, which includes pricing, production lead-time, terms and conditions.
• 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.
• 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).
• Utilize business systems, including CRM, portal management and workflow tools, to expedite the process of receiving, reviewing, responding and booking orders.
• Resolve customer complaints, which may include warranty, delivery, or quantity disputes, and in the most beneficial manner for Parker Meggitt.

JOB SPECIFICATIONS

Education: Post-secondary degree and equivalent combination of relevant work experience that will allow successful performance of job expectations. Preferred: Bachelor's Degree and equivalent industry experience.

Field of Study/Area of Experience: Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line, 4-6 years of experience in customer account management or similar.

Skills, Knowledge and Abilities

• Awareness of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.)
• Ability to understand and follow specific instructions and procedures.
• Ability to gather data, to compile information, and prepare reports.
• Good/Strong/Excellence verbal and written communication skills.
• Presentation skills.
• Ability to influence stakeholders.
• Excellent customer service orientation.
• Track record of building and maintaining customer/client relationships.
• Well-organized, detail-oriented, and ability to multi-task.
• Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines.
• Strong prioritization skills.
• Ability to visualize and plan objectives and goals strategically.
• Conflict management skills.
• Decision making skills.

WORK AUTHORIZATION: This position must meet Export Control compliance requirements; therefore, a "US Person" as defined by 22 C.F.R. * 120.15 is required. U.S. Citizenship/Permanent residency is required for most positions.

Come join the Parker Aerospace Team We are proud to offer competitive benefits designed with health, wealth, and well-being in mind. Our competitive package includes:

Health and Wellbeing:

• Comprehensive medical, dental, and vision coverage from day one, including Health Savings and Reimbursement Accounts.
• Wellness incentive credits leading to reduced healthcare premiums.
• Access to Employee Assistance Program (EAP) for health and well-being support.
• On-site facilities: cafeteria with a wide array of food options, mini-mart, and vending machines.
• Participation in health and emotional well-being challenges with rewards.

Financial Security and Growth:

• Competitive salary with an annual bonus incentive plan.
• Retirement benefits: 401(k) with company match opportunity.
• Income Protection, Life Insurance, Accidental Life and dismemberment Insurance, Short and Long-Term Disability insurance.

Work-Life Balance and Flexibility:

• Generous Paid Time Off: 120 hours, plus up to 13 paid holidays, including a company-wide shutdown between Christmas and New Year's.
• Parental Leave: 4 weeks at 100% pay for new family additions.
• Extras like Adoption Assistance, financial guidance resources, paid jury duty, bereavement time, and time off for citizenship testing, marriage, and birth.

Career Advancement and Education:

• Support for ongoing education through our Educational Reimbursement program.

Parker Purpose Opportunities:

• Business Resource Groups promote diversity, equity, and inclusion.
• Volunteering day off and social committee activities throughout the year.

Additional Benefits:

• Employee Perkz on various services (car purchases, computer purchases, life adventures, etc.)
• Employee Referral program - Refer a family member or friend and receive a generous award for referrals that are hired (up to $4,000).
• Dress for Your Day policy, offering flexible work attire options.

EMPLOYMENT OPPORTUNITY (EN-USA): Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all 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 accordance 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 Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov) and Genetic Information Discrimination.

DRUG-FREE WORKPLACE: Parker provides a drug-free workplace in accordance with its policies and applicable state laws. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.