Customer Support Account Lead

at  Trelleborg Sealing Solutions Aerospace

Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us?
1. Summary of the role
The Customer Support Account Lead (CSAL) is 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 APAC (AHAPAC) Sales Engineers, Quality Engineers, Customer Support Manager 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).
This role does not have direct reports but will need to lead and coordinate work activities with members of the team local and region. 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.
2. Tasks and Responsibilities
The CSAL can have a variety of tasks and responsibilities that may include but are not limited to:

Customer Management:

• 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
• May be required to source and purchase product from internal and 3rd party sources to fulfil customer requirements

Communication:

• 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
• Be able to influence others with indirect authority or persuasion to further advance the AHA Business strategy

Hub Operations:

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

o Monitoring and improving customer satisfaction

o 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
• Develop and implement supply and logistics plans in coordination with AHA Program Manager (PM) and Supply Chain Management (SCM) such as Advanced Delivery Programs

Administrative:

• 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 are accounted for and corrective actions are implemented across the entire supply chain
• Assist GM in management reviews, business reviews, and business plans

1. Education and Experience

• Minimum 3 yrs. Customer Service, Operational, Supply Chain experience required
• Leadership experience preferred
• Associate degree required
• Bachelor degree preferred
• Proficiency in Japanese is required, with a minimum JLPT N2 level or equivalent. Candidates should be capable of conducting business communications, understanding complex documentation, and participating in meetings in Japanese.
• Experience with ERP and/or CRM systems (JDE, BC, 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

1. Competencies

• Ability to communicate, coordinate, train and lead personnel
• Possess high level of business acumen and ability to address problems in a logical order, and formulate plans and strategies
• Execllent written and verbal communication skills, to include people and relationship building skills
• Customer driven with a positive, professional, determined attitude
• 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, marign calculations)
• Proficiency in the use of Microsoft Office (Word,Excel, and PowerPoint)
• Proven proficiency in the use of business operational software (Oracle JDEdwards, SAP)
• Able to work independently and productivly with little supervision and direction.
• Experience working in a multinational company or with international clients.
• Knowledge of Japanese business etiquette and regulatory requirements related to order processing.

1. Key Interfaces and Stakeholders

Develop and maintain strong working relationships with:

• Outside customers
• Internal co-workers
• Internal Sales and Application Engineers
• Internal purchasing department
• Internal supply chain personnel
• Business Process Manager
• Factory personnel
• Management

1. Geography to cover and travel requirements

• The CSAL position is a local position.
• Manage Japan, SEA & Oceania account.
• Limited travel requirements will be 10% to 15% per year.
• Travel may be required internationally. Candidate must be able to travel outside of the US without restrictions.

1. Behavioral Characteristics

Trelleborg’s Core Values:

• Customer Focus

o Working with customers to build long term relationships & partnerships
o Delivering on our promises and commitments

o Understanding the impact on our customers of our business decisions

• Performance

o Taking individual responsibility for personal objectives and results
o Continuously improving our performance and delivering on committments
o Encouraging a culture of continous improvement and teamwork

o Setting clear objectives and measuring performance and providing continous feedback

• Innovation

o Develop innovative solutions to customer problems
o Being proactive in initiating change and improvement
o Sharing knowledge and experience through teamwork

o Continuously challenging and asking ”why”

• Responsibility

o Respecting the culture, custom and rules of Trelleborg, our suppliers, and our customers
o Communicate openly and accurately
o Taking personal responsibility for our actions
o Performing our duties to the best of our ability and with integrity

Please refer the Job description for details