Key Account Manager

Full Time, onsite
SAFRAN LANDING SYSTEMS SERVICES SINGAPORE PTE. LTD.
Singapore, Singapore

$ 7,500 - $ 9,000 / Per Mon

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Job Overview

Reporting to the Customer Service Director, this position requires the key account manager to develop long-term relationships with the assigned customers as well as connecting with key business executives and stakeholders. The position will also liaise with customers, internal cross-functional teams and business units to fulfil customer requirements by providing excellent technical, logistic support and product quality.

Job Description

Develop and maintain close customer relationships through frequent contacts, face-to-face meetings and on-site visits.
Understand customer requirements through frequent interface and communicate them internally within our organisation.
Manage contractual programmes:
Liaise with customers on scheduling for landing gear removal/change, shipment, shop processing, and on collection of back-to-birth documentations.
Work closely with Commercial Customer Service Executives (CCSE) and Value Stream Managers (VSM) to ensure strict adherence to contractual terms and conditions.
Update the Contract Summary Database to capture customer requirements.
Liaise with customers if deviations are required to meet critical deliveries.
Advocate as the Voice of the Customer (VOC) and work closely with Operations to meet customer requirements.
Monitor customer satisfaction through several mechanisms, such as Net Promoter System (NPS), Customer Dashboards and Rolling Action Item Lists (RAIL).
Manage the RAIL process for accurate recording of issues and customers complaints, and work diligently with relevant stakeholders to ensure timely response, action completion and issue resolution/closure to improve customer satisfaction.
Liaise with customers on rotable support – planning, quotes, payments, core gear returns, and help to resolve potential obstacles downstream.
Leadership skills to work with the Value Stream teams, especially in collaborating with the CCSE on customer communications.
Support the Customer Service Director with rotable planning and asset management.
Participate in Continuous Improvement programmes and initiatives.
Participate actively in contributing to Health, Safety and Environment (HSE) development and improvement.
Any other duties as assigned

Job Requirement

Bachelor degree with at least 5 years of relevant customer service and programme/ contract management experience
A comprehensive understanding of the MRO business environment and its commercial drivers & customer needs.
Demonstrate adaptability and savviness in customer interaction and in resolving unexpected issues on short notice.
Ability to inculcate a strong customer-centric mind-set within cross-functional teams to meet and exceed customer expectations.

Job Type: Full-time

Pay: $7,500.00 - $9,000.00 per month

Benefits: