Représentant Des Comptes Clients

Job Title: Customer Account Representative

The Customer Account Representative is responsible for managing a portfolio of international customers whose parts are sent to the facility for repair. This role serves as the primary point of contact for the customer and as a strategic link between the repair shop and the customer, overseeing engine repair services and ensuring a smooth and professional customer experience.

Responsibilities

• Manage a portfolio of international customer accounts for parts sent to the facility for repair, including specific geographic regions such as North America, Asia, and partner networks.
• Act as the main point of contact for customers and as the liaison between the repair shop and the customer throughout the engine repair process.
• Develop a strong understanding of customer requirements and expectations and communicate these needs clearly and effectively to the shop and all relevant stakeholders.
• Coordinate and facilitate activities between the customer and the repair shop to ensure a seamless, transparent, and professional customer experience.
• Oversee engine repair services by tracking progress, providing regular updates, and ensuring commitments and timelines are respected.
• Handle a varied volume of phone and email inquiries, depending on the complexity and size of the managed portfolio.
• Manage a portfolio that includes Component Repair Solutions and international carrier accounts, ensuring consistent quality of service.
• Proactively identify potential issues, risks, and bottlenecks in the repair process and intervene quickly to resolve them.
• Bring together and engage internal and external stakeholders to collaborate on problem-solving and continuous service improvement.
• Adjust portfolio management based on the complexity of accounts, handling either higher volume with less complex accounts or lower volume with more complex accounts.
• Maintain rigorous follow-up on cases, deadlines, and commitments, ensuring clear and organized documentation.
• Use MS Office tools and internal systems to analyze data, prepare reports, and support operational decision-making.
• Contribute actively to a team-oriented work environment by sharing relevant information and collaborating to achieve common goals.
• Demonstrate initiative and resourcefulness in finding solutions tailored to customer needs, including light negotiation and a diplomatic approach when required.
• Participate in the continuous improvement of customer service, logistics, and repair coordination processes.

Essential Skills

• Minimum of 2 years of experience in customer service, supply chain, logistics and operations, sales/account management, or project coordination.
• Intermediate proficiency with MS Office, including Excel with pivot tables and VLOOKUP functions.
• Proven ability to work in a manufacturing or production environment.
• Strong organizational skills and a keen sense of priorities.
• Ability to work proactively, take initiative, and manage multiple cases simultaneously.
• Demonstrated ability to collaborate effectively in a team-based environment.
• Problem-solving skills with the ability to work independently and actively seek solutions.
• Comfort managing frequent phone and email communication with international customers.

Additional Skills and Qualifications

• Bachelors degree in Commerce, Supply Chain Management, or Administration, considered an asset for internal growth.
• Experience in a manufacturing environment, ideally in automotive or aerospace sectors.
• Experience working on a shop floor or in a repair facility.
• Knowledge of SAP or a similar ERP system.
• Ability to demonstrate diplomacy and light negotiation skills in customer interactions.
• Self-starter mindset with strong initiative and a high sense of ownership.
• Ability to adapt to a fast-paced, dynamic environment and learn new processes.
• Desire to grow within the organization and take on accounts of increasing complexity.

Job Type & Location

This is a Contract position based out of Montreal, QC.

Pay and Benefits

The pay range for this position is $32.00 - $40.00/hr.

Workplace Type

This is a hybrid position in Montreal, QC.

Aston Carter est un employeur souscrivant au principe de légalité des chances et accepte toutes les candidatures sans tenir compte de la race, du sexe, de l’âge, de la couleur, de la religion, des origines nationales, du statut d'ancien combattant, du handicap, de l’orientation sexuelle, de l’identité sexuelle, des renseignements génétiques ou de toute autre caractéristique protégée par la loi.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.