The Customer Service Accounts Administrator role is fundamental to supporting our growing and varied customer base.  

The primary purpose of the Customer Service Accounts Administrator role is to provide support to the customer services management team so that customer needs are supported in a timely and efficient manner. Importantly, the role will accurately capture estimate and invoice data to positively impact company revenue and increase customer satisfaction relating to costs.

KEY RESPONSIBILITIES INCLUDE:

Accounting Tasks:

• Use intermediate level excel formulas to interrogate to data tables from existing templates to ensure data is entered correctly. 
• Utilize existing Database for parts data in conjunction with excel based information to compile estimate/invoice data. 
• Perform daily, weekly, and monthly data reconciliations related to engine processing
• Attend meetings on engine progress and gather information to prioritize daily tasks.
• Investigate data discrepancies, resolve anomalies, and escalate complex issues where necessary.
• Maintain high accuracy across large data sets and reconciled reports

For Engines

• Prepare detailed cost estimates and invoices with cost breakdowns using standardized pricing modules. Use Required systems made available to capture and entre data as required.

  • Prepare details sales orders and ensure data is entered correctly.

  • Review information on estimates and invoices with Customer Service Managers and apply changes as instructed or as required in a timely manner.

  • Complete costing analysis and calculate profit margins. Update Costing review sheet and provide to CSM for review and sign off.

  • All relevant task with step-by-step guides to be followed as outlined in the Customer service business manuals, updates can be made from time to time as required through business changes. 

  • Promptly respond to customer questions submitted via email. Answer customer questions and provide information to resolve any issues.

  • Co-ordinate all customer support activities in relation to piece part sales, exchanges, and component repairs

  • Obtain necessary information from customers to adequately follow up
  • Document important customer information for future reference. Collect and record customer feedback and information, and share with appropriate departments and team members
  • Prepare detailed cost estimates, invoices as requested from the customer PO.

  • Review Salesforce if any service agreement is in place to confirm customer status, special price and or other agreements to be met.

  • Process required data entry in systems and spread sheets to ensure targets are met with all sales processed. 

  • Prepare details sales orders and ensure data is entered correctly and required systems are updated. 

  • Communicate with customer as required and send out Estimates, Invoices and shipping details as required

For Piece Parts

• Promptly respond to customer questions submitted via email. Answer customer questions and provide information to resolve any issues.

• Co-ordinate all customer support activities in relation to piece part sales, exchanges, and component repairs

• Obtain necessary information from customers to adequately follow up
• Document important customer information for future reference. Collect and record customer feedback and information, and share with appropriate departments and team members
• Prepare detailed cost estimates, invoices as requested from the customer PO.

• Review Salesforce if any service agreement is in place to confirm customer status, special price and or other agreements to be met.

• Process required data entry in systems and spread sheets to ensure targets are met with all sales processed. 

• Prepare details sales orders and ensure data is entered correctly and required systems are updated. 

• Communicate with customer as required and send out Estimates, Invoices and shipping details as required

Warranties

• Register warranty claims in the OEM Portal, update as required. follow Business manual as guidance on process. Update the required databases as required once completed. provide feedback to CSM (Customer service manager for review and submission.

• Acquire a thorough understanding of key customer needs and requirements
• Liaise with Customer Services Manager on all customer service matters

• Obtain accurate and timely information for invoices and estimates

• Ensure all customer requests are complied with in a timely and professional manner.

• Prepare and present information to internal/external customers 

• Ensure AOR results are reported in an accurate and timely manner

Stakeholder Management 

• Acquire a thorough understanding of key customer needs and requirements
• Liaise with Customer Services Manager on all customer service matters

• Obtain accurate and timely information for invoices and estimates

• Ensure all customer requests are complied with in a timely and professional manner.

• Prepare and present information to internal/external customers 

• Ensure AOR results are reported in an accurate and timely manner

Other duties: 

• Raising Engine work packs in our databases and entre the required information in required systems and sheet.

• Carry out daily task as instructed from department Manager.

• Review Business Manuals and update as required from time to time with business changes. 

• Answer incoming calls and provide front line support.

• Coordinate information with engine shop personnel when necessary.

• Capture and report on department data and KPI’s as required in both internal software programs and excel.

• Perform all other duties as required to ensure departmental efficiencies.

• Establish and maintain positive working relationships with all departments at all levels and attend meetings as required
• Contribute to continuous improvement initiatives within the Customer Services department identifying process efficiencies and supporting their implementation.

• Perform administrative tasks and all other duties as required to ensure departmental efficiencies including utilising electronic filing system.

• Model behaviours consistent with good quality, health and safety and environmental management practices. 

• Support audits, compliance requirements, and internal controls through accurate recordkeeping.

• Prepare and review Summary Condition Reports with Customer Service Managers.

To be successful in this role you will need:

• A strong commercial understanding and intermediate accounting techniques, with high attention to detail and accuracy.

• Experience in aerospace industry and aircraft engine exposure and knowledge is desirable.

• Highly developed interpersonal skills with excellent communication and people skills, with the ability to interact at various organisational levels including customers, staff and senior management.

• Experience in Sales, or Customer Support or related field is a must.

• Proficient with Windows, Microsoft Excel, Word and PowerPoint.

Benefits you will enjoy!

• Permanent full-time employment

• Clean, safe working environment with a close-knit team

• Training and career development opportunities

• Social activities including participation in community support events

• Onsite car parking

   

If you are looking for a role where you can expand your skills and knowledge with the support of a great team, then apply now by submitting a current copy of your resume.