Job Title: Key Account Manager

Reports to: Supply Chain Manager

FLSA Status: Full-time, Salaried, Exempt

Summary: The Key Account Manager manages all processes related to clients including data collection and analysis, resolving customer complaints, and enhancing the customer experience. Ensures all customer needs are promptly addressed by responding to customers’ requests, orders, questions and concerns in a timely and accurate manner, while exercising the highest level of quality and service. Serves as a communication hub between internal and external customers. Maintains a positive relationship with all customers. Manages and assists with solving customer needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Ensure customer satisfaction by meeting customer needs in a professional, courteous and timely manner
Maintain multiple customer accounts in database
Accurately and efficiently enter customer sales orders, quotes and returns
Manage min/max, just-in-time, and PO-driven orders and coordinate customer deliveries
Monitor and track design changes, ensuring all supporting documents are on file
Monitor and track order changes and coordinate disposition of obsolete inventory
Promptly resolve customer service issues to the customer’s satisfaction per company procedures and standards
Communicate customer needs to internal APA team, track changes, and communicates back to customers
Coordinate customer meetings to review accounts, launch new programs, address concerns and build relationships
Work closely with production, purchasing, shipping, engineering, and quality and to ensure customer’s needs are met
Prepare daily, weekly, monthly and quarterly reports to facilitate on-time delivery, track and monitor changes, and measure/improve results
Perform administrative duties, reports and special projects associated with Customer Support
Develop customer service programs to provide outstanding service
Manage customer forecast and track work orders to meet customer needs.
Review and distribute production, work and shipment schedules; conferring with department supervisors to determine progress of work and completion dates; inventory levels and solving production problems
Ensure daily production requirements are achieved to meet customer expectations
Data analysis and decision making to support raw material supply and finished goods demand
Creates production schedule and prioritizes job orders for production optimization
Communicating with clients by phone, through email and face-to-face to ensure their needs are understood and addressed
Building strong client relationships to maintain old business and acquire new customers
Collaborating with various internal departments to ensure they fulfill all customer req
Resolving complaints and keeping track of updated processes used in customer management.

Supervisory Responsibilities

None at the present time.

EDUCATIONS And/or EXPERIENCE

Must have post-secondary education or equivalent experience. Three years of work experience in a responsible customer support position is preferred.

POSITION SPECIFIC REQUIREMENTS:

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Language Skills

Ability to read and interpret documents such as purchase orders, quotes, invoices and instructions. Ability to write routine reports and or correspondence. Ability to communicate effectively with customers and coworkers.

Mathematical Skills

Ability to perform office math functions.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions in written and oral form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to problem solve and respond quickly to customer needs.

Other Skills And Abilities

Impeccable Attention to Detail with Strong Organizational Skills
Excellent verbal and written communication skills to communicate product ideas to clients
Innovative problem solver, results minded, and solution-focused
Satisfactory problem-solving skills to help resolve customer complaints or needs
Exceptional analytical skills for interpreting client data
Strong customer service and interpersonal skills for dealing with different types of customers
Time management and multitasking skills to handle multiple tasks and clients at once
Effective team player with the ability to work independently
Strong keyboarding skills
Proficient in MS Office
Experience working with MRP/ERP – EVOerp experience helpful but not required
Degree preferred

PHYSICAL DEMANDS Must be able to sit at the desk most of the day. Must be able to keyboard and perform other repetitive tasks. Must be able to lift up to 25 pounds occasionally.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate. This is a fast-paced environment, requiring adaptability and flexibility.

EEO Statement: APAvionics provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, martial, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training.

ADA Statement: It is APAvionics policy not to discriminate against any qualified employee or applicant with regard to any terms or conditions of employment because of such individual’s disability or perceived disability, so long as the employee can perform the essential functions of the job. APAvionics will provide reasonable accommodations to a qualified individual with a disability, as defined by ADA, who has made APAvionics aware of his/her disability, provided that such accommodation does not constitute an undue hardship on the Company.