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For Companies At a Glance
- Tasks: Lead the Customer Service team, manage accounts, and ensure top-notch customer interactions.
- Company: AirBorn, a Molex Company, is a leader in high reliability interconnection technology for nearly 60 years.
- Benefits: Enjoy competitive salary, 23 days holiday, private health insurance, and continuous training opportunities.
- Why this job: Join a collaborative culture focused on innovation and excellence while making a real impact.
- Qualifications: Previous supervisory experience, A Level education, and B2B customer service background required.
- Other info: Work hours are Monday to Friday, 8.30am to 5pm, with a focus on personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Join the dynamic Customer Service/Internal Sales team at AirBorn, a Molex Company, where we are committed to delivering exceptional customer service and support. Our team thrives on collaboration, innovation, and excellence in handling customer inquiries and managing accounts with the utmost professionalism and efficiency.
For almost 60 years AirBorn has been at the forefront of innovation, design and manufacture of high reliability interconnection technology. Our advanced products and proprietary technologies are used extensively throughout every continent of the world. Reliability comes as standard.
We have manufacturing facilities in the USA and the UK, international operations in Europe and Asia and a proven network of dedicated world-wide distributors. AirBorn is the global source for connector products and technical design assistance wherever they are needed.
What You Will Do
- Report to the Commercial Manager, leading the Customer Service/Internal Sales team.
- Ensure excellent customer service across all customer interactions, personally handling selected customer accounts.
- Manage day-to-day customer service tasks, including acknowledging and responding to sales inquiries and customer purchase orders.
- Follow company procedures and processes as outlined in the AirBorn Quality Management System, utilizing business systems such as Oracle Service Cloud, Glovia, and QCBD.
- Oversee team KPIs, manage customer feedback and complaints, and liaise with Sales and other departments (UK & US) for technical and pricing support.
- Process customer inquiries, collaborate with Field Sales, Engineering, and M2M teams for effective departmental involvement.
- Prepare quotations for standard and custom products/services and calculate customer pricing.
- Receive and process purchase orders, enter orders into the ERP system (Glovia), and send order acknowledgments.
- Conduct contract reviews by collecting and evaluating customer requirements.
- Coordinate with the Planning department to agree on and maintain planned ship dates.
- Raise purchase orders for "factored" items, maintain delivery schedules, and communicate updates to customers.
- Act as the escalation point for customer service representatives, make decisions on disputes, and customer requests beyond standard approval levels.
- Log and analyze customer feedback and coordinate resolution of complaints and returns.
- Attend weekly production meetings and ensure the team meets KPIs, preparing monthly management reports.
- Deputize for the Commercial Manager in contract review and related tasks.
- Conduct one-on-one meetings and appraisals for team members and carry out additional duties as requested by senior management.
Who You Are (Basic Qualifications)
- Previous team leader or supervisory experience.
- A Level or equivalent education.
- Experience in B2B customer service, ideally within a manufacturing or electronics company.
- Effective communication skills, both verbal and written, at all levels.
- Ability to operate within a matrix organizational structure.
- Proficient in Microsoft Office, including advanced Excel skills.
- Experience with ERP and/or CRM systems.
- Ability to prioritize work for oneself and others.
- Understanding of technical language, ability to work with a technical catalogue, and read simple technical drawings.
- Self-motivated and cooperative team player.
What Will Put You Ahead
- Basic knowledge of ISO9001 / AS9100 standards.
- Ability to handle difficult conversations with customers across various communication channels.
- Experience in preparing and analyzing KPIs.
- Familiarity with using PowerBI dashboards.
Benefits
- Competitive Salary
- 23 days holiday plus bank holidays
- Pension
- Life insurance
- Private health insurance & health cash scheme
- Training & development
- A business which strives to celebrate social events
- Working hours are Mon to Fri 8.30am to 5pm
At Koch Inc, we embrace entrepreneurship and innovation, continuously seeking new ways to create value. We reward individual contributions and foster a culture of excellence and continuous improvement. If you are ready to lead a dedicated team and drive success in customer service, we invite you to apply and join our journey.
Locations
Customer Service Account Manager Supervisor employer: AirBorn International Ltd
Contact Detail:
AirBorn International Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Account Manager Supervisor
✨Tip Number 1
Familiarise yourself with AirBorn's products and services. Understanding their high reliability interconnection technology will not only help you in interviews but also demonstrate your genuine interest in the company.
✨Tip Number 2
Brush up on your knowledge of ERP and CRM systems, particularly Glovia and Oracle Service Cloud. Being able to discuss your experience with these systems will show that you're ready to hit the ground running.
✨Tip Number 3
Prepare examples of how you've successfully managed customer feedback and complaints in the past. This will highlight your problem-solving skills and ability to handle difficult conversations, which are crucial for this role.
✨Tip Number 4
Showcase your leadership experience by discussing how you've motivated and developed team members. This is key for a supervisory role, and demonstrating your ability to lead will set you apart from other candidates.
We think you need these skills to ace Customer Service Account Manager Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage accounts and handle customer inquiries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention your familiarity with ERP and CRM systems, as well as any experience you have in a manufacturing or electronics environment.
Highlight Key Skills: In your application, emphasise your effective communication skills and ability to work within a matrix organisational structure. Mention your proficiency in Microsoft Office, especially advanced Excel skills, as these are crucial for the role.
Showcase Leadership Experience: If you have previous supervisory experience, make sure to detail it in your application. Discuss how you've led teams, managed KPIs, and handled customer feedback to demonstrate your capability to lead the Customer Service/Internal Sales team.
How to prepare for a job interview at AirBorn International Ltd
✨Showcase Your Leadership Skills
As a Customer Service Account Manager Supervisor, you'll need to demonstrate your previous supervisory experience. Be prepared to share specific examples of how you've successfully led a team, managed conflicts, and motivated others to achieve their goals.
✨Understand the Company and Its Products
Familiarise yourself with AirBorn's products and services, especially their interconnection technology. This knowledge will help you answer questions confidently and show your genuine interest in the company and its mission.
✨Prepare for Technical Questions
Given the technical nature of the role, be ready to discuss your understanding of technical language and how you’ve worked with technical catalogues or drawings in the past. This will demonstrate your ability to handle customer inquiries effectively.
✨Highlight Your Customer Service Experience
Since the role focuses on customer service, prepare to discuss your B2B customer service experience. Share examples of how you've handled difficult conversations and resolved customer complaints, showcasing your communication skills and problem-solving abilities.
