SUMMARY
Reports to Business Development Director – Aerospace Division.
- Leads and owns deliverables with customer specific projects. Identify strategic opportunities for Senior to create value with new customers.
- Creates, cultivates and maintains strong customer relationships (both internal and external) throughout all levels of the organization(s).
- Participates in the resolution of customer concerns, contract enforcement and analyzes operational processes, escalation procedures and acts as liaison between customers and company departments.
ESSENTIAL FUNCTIONS
- Manages the customer RFP process from beginning to end, including ensuring Senior is on any relevant customer incoming RFP, presenting opportunities to applicable Senior businesses, coordinating, participating in and submitting RFP responses, maintaining an RFP log.
- Manages customer expectations with regard to production capabilities, quality and OTD – while aiding in creating customer inquiry responses from applicable Senior businesses.
- Establishes and develops relationships with key stakeholders within new and existing external customers, as well as within internal Senior businesses and support functions.
- Liaises between customers and leaders at applicable Senior businesses (inclusive of manufacturing, logistics, planning, engineering and accounting functions) to help resolve status, production, delivery and billing inquiries.
- Coordinates and supports in-person customer visits and engagement sessions.
- Aides in supporting Senior businesses with the creation/execution of both a tactical and strategic plan to support new business ventures and early stage NPI/project plans
- Attends required cross-functional meetings to align company obligations with customer contractual lead times, demands and deadlines – as they relate to the RFP process.
- Coordinates customer inquiries and replies for information pertaining to modifications of existing or potential contracts.
- May determine best method to resolve problems to ensure customer satisfaction and adherence to organizational policies. Coordinates problem resolution with appropriate departments.
- Maintains direct and constant customer contact. Makes periodic calls to customers to determine satisfaction with division products and/or services.
- Participates in cross-divisional technology collaboration forums.
- Occasionally works with EVP – Strategy to support Group strategic goals and customer outlook.