Job Description

About M1 Composites

M1 Composites Technology is a Transport Canada Approved Maintenance Organization (AMO) and Design Approval Organization (DAO) specializing in advanced composites & sheet metal structures. M1 provides speciality products and services to the commercial and defense aerospace sectors including: engineering, certification (STCs & PMA parts), manufacturing, repair, and NDT (LPI, Eddy current, ultrasonic, thermography, ELCH, borescope). M1 is a leader in repair & overhaul of nacelles, flight control surfaces, radomes, doors, interiors, fairings, cargo nets, and much more. In addition, we are an Airbus and Boeing (Gold) Licensed MRO facility, ISO9001/AS9100/AS9110 certified, NADCAP, military approved.

Purpose

The Customer Account Manager is the principal point of contact for the customer, oversees the contractual obligations and manages customer satisfaction. The role comes with a lot of exposure in the company and deals directly with the customers.

Objectives:

Maintain a high level of customer satisfaction,
Lead ad hoc projects for new or existing clients.

Main responsibilities

Customer Account Management:

Build sustainable relationships and trust with our customer accounts through open and interactive communication;
Identify and assess customers’ needs and respond efficiently to their inquiries in order to maintain high customer satisfaction, develop long lasting customer relationships and manage customer satisfaction;
Handle customer complaints with confidence, provide appropriate solutions within the time limits and follow up to ensure resolution;
Manage and oversee contractual obligations;
Act as the main point of contact for clients and ensure excellent service standards;
Provide accurate, valid and complete information by using the right methods/tools;
Work in close relationship with internal teams to improve the overall customer experience;
Monitor Key Performance Indicators (KPI);
Identify new business opportunities among existing customer;
Develop and improve processes;
Perform quarterly review with customers;
Go the extra mile to engage customers.

Your ideal background:

College diploma in engineering (aerospace), business administration or another related field or equivalent experience,
Minimum of five (5) years of experience with proven customer support experience or experience as a client service representative, in aviation/MRO;
Knowledge of composites and aerostructures (an asset).
Knowledge of structural repair manuals (SRM) and component maintenance manuals (CMM) on composite and/or sheet metal structure (an asset);
Ability to multitask and work with limited supervision,
Comfortable in a fast-paced environment,
Customer service oriented,
Excellent knowledge of ERP and MS Office Suite,
Bilingual French and English.

Job Types: Full-time, Permanent

Benefits: