Customer Account Manager

3 weeks ago

Vergennes, United States Collins Aerospace Full time

**Date Posted**:
2024-04-22
**Country**:
United States of America
**Location**:
HVT01: S&IS (FUS) - Vergennes 100 Panton Rd, Vergennes, VT, 05491 USA
**Position Role Type**:
Hybrid
**Role Overview**:
We are currently searching for established professionals in Customer Service, who work under general supervision in responding to customer calls. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations to update procedures to improve Customer Service processes. Escalates complex issues to management. _This role is a Hybrid position._

**Primary Responsibilities**:

- Confers with customers who contact the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints
- Uses organization and product knowledge to address more difficult inquiries and provide follow up
- Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed
- Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met
- Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services
- Confers with production, program managers, shipping, warehouse, or other personnel to expedite or trace shipments
- May promote various products/services to ensure business targets are met
- May provide after-sales support for various client contracts
- Performs duties related to overall customer service
- Provides support to value stream team with regard to customer concerns
- Coordinates with sales reps to identify inside sales opportunities
- Serves as customer interface on product status and delivery
- Maintains knowledge of Collins Aerospace organization and products to provide the appropriate information and support to customers
- Consistently documents customer service needs to identify patterns and maintain quality

**Basic Qualifications**:

- Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant Customer Service experience
- U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract

**Preferred Qualifications**:

- Intermediate to Advance Microsoft Office experience
- Intermediate to Advance oral and written communication skills
- Strong sense of urgency and ability to pick up on material quickly
- Ability to work independently and problem solve
- Organized and able to prioritize multiple assignments running concurrently for timely, high-quality results
- SAP experience is highly preferred

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Do you want to be a part of something bigger? A team whose impact stretches across the world, and even beyond? At Collins Aerospace, our Mission Systems team helps civilian, military and government customers complete their most complex missions — whatever and wherever they may be. Our customers depend on us for intelligent and secure communications, missionized systems for specialized aircraft and spacecraft and collaborative space solutions. By joining our team, you’ll have your own critical part to play in ensuring our customer succeeds today while anticipating their needs for tomorrow. Are you up for the challenge? Join our mission today.

**Collins Aerospace Diversity & Inclusion Statement**:
**Diversity drives innovation; inclusion drives success**. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

**WE ARE REDEFINING AEROSPACE.**

**Hybrid**: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader
- Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world - and access to Collins sites when their work require

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