Customer Support Account Lead

Do you want to experience new challenges and innovate the future of engineered polymer solutions? Accelerate your career with Trelleborg and start shaping industry from the inside.

Who are we?
At Trelleborg Aerospace, we are a leading global supplier of sealing solutions. Our engineered polymer solutions seal, damp, and protect aircraft and airport infrastructure equipment. The sealing and bearing products are carefully tested and used in almost every major aircraft program, including airframes, aircraft engines, flight control systems, and landing gears. We work closely with leading industry brands to accelerate their performance, drive their business forward, and shape the industry.

About The Job
As a Customer Support Lead within the global Trelleborg Aerospace business, this role will be responsible for executing processes and strategies for key Aerospace accounts. These duties may include planning, directing, evaluating, and monitoring supply and logistics activities to ensure optimized delivery and profitability.

This role focuses heavily on customer satisfaction and will need to work closely with Aerospace Hub Americas (AHA) Sales Engineers, Quality Engineers, Customer Support Coordinator and Management to align customer requests and expectations to the organization.

Additionally, this role should strive to enhance the efficiency of processes and work instructions with the site Customer Support Manager (CSM) and AHA Business Process Manager (BPM).

This may include leading meetings, trainings, conferences participation, quarterly business reviews, and some outside sales activities. The CSAL serves as a point of escalation relating to customer satisfaction, problem solving, and conflict/issue resolution sometimes requiring unique and out-of-box thinking or solutions.

In some situations, the CSAL may handle accounts within a team or solo. As a result, they may be required to perform additional duties as needed to support accounts, ie. contract review, order entry, OTD/ order management, quotations, and purchasing activities.

Roles & Responsibilities

• Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion
• Evaluate customer orders and demand against supplier deliveries in order to meet and exceed OTD targets
• Customer inventory management planning and monitoring
• Interface with internal teams and external customers to proactively resolve contract issues to minimize risk to the organization.
• Understand and communicate changes to customer demand and forecasts as needed across the organization. Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM), and Factory departments to ensure that all activities are aligned with Trelleborg and the Customer's KPIs
• Resolve delivery schedule problems and negotiate delivery schedule changes

• Work with the BPM and AHA tools to implement a continuous improvement culture to increase efficiencies and profitability by:

• Monitoring and improving customer satisfaction

• Identifying, researching, developing, and implementing automation opportunities and improvements to the internal work processes

• Manage the implementation of complex logistics/sales automation tools (EDI/DSE) for the Hub Customers in coordination with CSCs, the Sales Engineer (SE), and Information Technology (IT) teams

• Provide proactive communication, analysis, and problem solving to team members
• Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets.
• Lead or assist with training of team members
• Ensure full compliance with the Quality Management Systems (QMS) and Standard Operating Procedures in accordance with AS9100.
• Assist AHA Quality by ensuring customer complaints and quality issues is accounted for and corrective actions are implemented across the entire supply chain

About The Ideal Candidate
Education & Experience:

• Bachelor's degree or other relevant technical degree strongly preferred.
• Minimum 3 years of experience in Customer Service, Operational, Supply Chain.
• Experience with ERP and/or CRM systems (JDE, SAP) beneficial
• Experience in the Aerospace, Sealing, or Polymer industry is beneficial
• Familiarity with AS9100 quality requirements is beneficial
• Familiarity with technical prints (read and understand) is beneficial

Competencies

• Excellent written and verbal communication skills, to include people and relationship building skills
• Strong organizational skills with the ability to handle conflicting priorities with detail and accuracy.
• Strong analytical, decision making and problem-solving skills.
• Strong basic math skills (addition, subtraction, margin calculations)
• Proficiency in the use of Microsoft Office
• Proficiency in the use of business operational software (Oracle JDEdwards, SAP)
• Able to work independently and productively with little supervision and direction.

Behavioral characteristics

• Relationship Building: Encouraging strong connections with stakeholders.
• Dedication: Staying committed to project goals despite challenges.

Travel Requirements

• Travel may be required internationally. Candidate must be able to travel outside of the US without restrictions.

What do we offer?
At Trelleborg, you will get the opportunity to accelerate customer performance with environmentally positive solutions, as well as growing and improving yourself and the communities you are part of. You can expect a career path passionate about growth, a competitive salary, and good secondary benefits.

Trelleborg is an equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join our team and contribute to the advancement of aerospace technology. We offer a dynamic work environment where innovation and excellence are valued. Be part of a company that is committed to making aerospace safer and more sustainable.

Application Process
Thanks for your interest in the position. You will receive feedback, if you are shortlisted.
Trelleborg is an Equal Opportunity Employer, and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen.

Start shaping industry from the inside

Feel free to contact our HR Team for any questions:

Ashwini @