The Customer Support Account Lead (CSAL) 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 may be required to perform additional duties as needed to support accounts, i.e. contract review, order entry, OTD/ order management, quotations, and purchasing activities.  

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