Customer Support Account Lead (Csal)

Additionally, this role should strive to enhance the efficiency of processes and work instructions with the site Customer Support Manager (CSM) and AHA Business Process Manager (BPM). This role does not have direct reports but will need to lead and coordinate work activities with members of the team. This may include leading meetings, trainings, conferences participation, quarterly business reviews, and some outside sales activities. The CSAL serves as a point of escalation relating to customer satisfaction, problem solving, and conflict/issue resolution sometimes requiring unique and out-of-box thinking or solutions. In some situations, the CSAL may handle accounts within a team or solo. As a result, they will have the responsibilities of a Customer Support Coordinator (CSC) to include contract review, order entry, OTD/ order management, quotations, and purchasing activities.
Tasks and Responsibilities:
The CSAL can have a variety of tasks and responsibilities that may include but are not limited to:
Customer Management:

• Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion
• Evaluate customer orders and demand against supplier deliveries in order to meet and exceed OTD targets
• Customer inventory management planning and monitoring
• Interface with internal teams and external customers to proactively resolve contract issues to minimize risk to the organization

• May be required to source and purchase product from internal and 3rd party sources to fulfil customer requirements

Communication:

• Understand and communicate changes to customer demand and forecasts as needed across the organization. Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM), and Factory departments to ensure that all activities are aligned with Trelleborg and the Customer's KPIs
• Resolve delivery schedule problems and negotiate delivery schedule changes
• Be able to influence others with indirect authority or persuasion to further advance the AHA Business strategy

Hub Operations:

• Work with the BPM and AHA tools to implement a continuous improvement culture to increase efficiencies and profitability by:
  
  • Monitoring and improving customer satisfaction
  • Identifying, researching, developing, and implementing automation opportunities and improvements to the internal work processes
• Manage the implementation of complex logistics/sales automation tools (EDI/DSE) for the Hub Customers in coordination with CSCs, the Sales Engineer (SE), and Information Technology (IT) teams
• Provide proactive communication, analysis, and problem solving to team members
• Develop and implement supply and logistics plans in coordination with AHA Program Manager (PM) and Supply Chain Management (SCM) such as Advanced Delivery Programs

Administrative:

• Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets.
• Lead or assist with training of team members
• Ensure full compliance with the Quality Management Systems (QMS) and Standard Operating Procedures in accordance with AS9100.
• Assist AHA Quality by ensuring customer complaints and quality issues are accounted for and corrective actions are implemented across the entire supply chain
• Assist GM in management reviews, business reviews, and business plans

Education and Experience:
• Minimum 3 yrs. Customer Service, Operational, Supply Chain experience required
• Leadership experience preferred
• Associate degree required
• Bachelor degree preferred
• Experience with ERP and/or CRM systems (JDE, SAP, ) beneficial
• Experience in the Aerospace, Sealing, or Polymer industry is beneficial
• Familiarity with AS9100 quality requirements is beneficial
• Familiarity with technical prints (read and understand) is beneficial
Competencies:

• Ability to communicate, coordinate, train and lead personnel
• Possess high level of business acumen and ability to address problems in a logical order, and formulate plans and strategies
• Excellent written and verbal communication skills, to include people and relationship building skills
• Customer driven with a positive, professional, determined attitude
• Strong organizational skills with the ability to handle conflicting priorities with detail and accuracy
• Strong analytical, decision making and problem solving skills
• Strong basic math skills (addition, subtraction, margin calculations)
• Proficiency in the use of Microsoft Office (Word, Excel, and PowerPoint)
• Proven proficiency in the use of business operational software (Oracle JDEdwards, SAP)
• Able to work independently and productively with little supervision and direction

Travel:

• The CSAL position is a local position.
• Limited travel requirements will be 10% to 15% per year.
• Travel may be required internationally. Candidate must be able to travel outside of the US without restrictions.

Application:
Last Application Date 11/12/2023
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.
This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. Green Card Holder), Political Asylee or Refugee.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)