Customer Service Account Manager Supervisor

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.