Account Services Manager

Job Description:

Saab, Inc. Regional Aircraft in Ashburn Virginia is seeking a dynamic, results-oriented Customer Service Account Representative to provide outstanding customer service to Saab airline customers and internal colleagues.  The ideal candidate will be highly motivated, customer-focused, and committed to providing outstanding service as an advocate for Saab customers. 

Responsibilities include, but are not limited to:

• Customer account management

• Respond to day-to-day requests from customers for parts and services

• Perform customer order quotes and follow up

• Answer and respond to customer telephone and email contacts, including occasional off-hours and weekend on call assignments, as necessary

• Provide frequent follow-up communications to ensure that customers and Saab colleagues are fully apprised of quote and order status

• Become familiar with Saab products and programs to best understand customer issues and recruit help from the appropriate people

• Coordinate actions across multiple departments and levels within the organization, as necessary, to ensure that service level requirements are met

• Build strong customer relationships with customers and Saab colleagues working in a team environment

• Contribute to a people-first culture in alignment to Saab values, demonstrating core Company values: Trust, Drive, Expertise, and Support

• Must be able to multi-task and prioritize workload to meet customer needs

• Monitor customer service performance

• Responsible for timely follow through on all matters

• Other tasks as assigned

Compensation Range: $77,400-$96,800

The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education/training.

Skills and Experience:

• BA/BS Degree in a Business-related discipline is strongly preferred

• 3+ years related work experience required

• Customer-focused mindset with a demonstrated commitment to delivering exceptional service and building long-term customer satisfaction

• Ability to coordinate resolution of customer service issues and recognize when to escalate issues

• Strong professional communication skills with the ability to interact confidently and effectively with customers, internal stakeholders, and cross-functional Saab personnel

• Excellent verbal, written, and interpersonal communication skills, with the ability to build credibility and influence across diverse audiences

• Proven ability to establish, develop, and maintain strong customer relationships

• Ability to understand market dynamics, customer needs, and competitive landscape to support business objectives

• Strong active listening skills with the ability to understand customer perspectives and respond with effective solutions

• Ability to manage multiple priorities simultaneously

• Detail-oriented with the ability to quickly understand and engage with technical products, systems, and content

• Proficient in Microsoft Office Suite and ability to quickly learn and effectively utilize ERP and other business systems

• Ability to identify and recognize opportunities for account growth

• Willingness to participate in a 24/7/365 on-call customer support rotation as business needs require

Citizenship Requirements:

Must be a U.S. citizen, Permanent Resident (green card holder), or protected individual as defined by 8 U.S.C. 1324b(a)(3).

Drug-Free Workplaces:

Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces. As a condition of employment, candidates will be required to pass a pre-employment drug screen.

Benefits:

Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, a business casual atmosphere and comprehensive benefits.

Highlights include:

• Medical, vision, and dental insurance for employees and dependents

• Generous paid time off, including 8 designated holidays

• 401(k) with employer contributions

• Tuition assistance and student loan assistance

• Wellness and employee assistance resources

• Employee stock purchase opportunities

• Short-term and long-term disability coverage

About Us:

Saab is a leading defense and security company with an enduring purpose, to help nations keep their people and society safe. Empowered by its 28,000 talented people, Saab constantly pushes the boundaries of technology to create a safer and more sustainable world. In the U.S., Saab delivers advanced technology and systems, supporting the U.S. Armed Forces and the Federal Aviation Administration, as well as international and commercial partners. Headquartered in Syracuse, New York, the company has business units and local employees in ten U.S. locations.

Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person’s needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Affirmative Action employer for protected veterans and individuals with disabilities. Saab is an Equal Employment Opportunity employer, all qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.