Key Responsibilities:

Customer Management & Communication

• Maintain and develop strong relationships with new and existing customers, including regular on-site visits.
• Contribute to high levels of customer satisfaction by responding promptly to emails, calls, and enquiries.
• Provide professional, solution-focused support to customers to ensure their ongoing satisfaction and retention.

Sales Order Management & Coordination

• Raise sales orders, check stock availability, and manage the order lifecycle through to dispatch.
• Liaise regularly with internal teams — including Operations, Procurement, and Finance — to resolve stock, supply, and delivery issues.
• Manage the orderbook, ensuring accuracy, timely updates, and full visibility of upcoming customer demand.

Data, Forecasting & Reporting

• Process monthly consumption data and create customer forecasts; review parts performance and identify growth opportunities.
• Support VP of Sales with performance tracking, order pipeline visibility, and operational metrics.
• Contribute data insights for accurate forecasting and reporting on service levels and order trends.
• Process sales quotations accurately and within given timelines.
• Maintain and update the CRM system with customer information, email tags, forecast data, trip reports, and presentation materials.

Collaboration & Continuous Improvement

• Support senior management and Business Development with additional tasks as needed.
• Provide insights on trends, risks, and opportunities to improve service levels and sales performance.
• Contribute to process improvement initiatives to enhance efficiency and customer satisfaction.

Experience & Skills Requirements

Professional Experience

• Demonstrated experience in customer service or sales account management.
• Knowledge of the aerospace industry/ fasteners is preferred.
• Strong proficiency in Microsoft Excel (VLOOKUP, pivot tables, reporting).
• Experience working within cross-functional teams.
• Solid administrative, organisational, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and produce accurate reports.
• Excellent time management abilities, capable of handling multiple tasks simultaneously.

Personal Attributes

• Excellent communicator with the ability to liaise confidently with customers, management and colleagues.
• Strong sense of ownership and pride in work quality and contribution to company success.
• Team-oriented mindset with a collaborative working style.
• Consistently produces high-quality work with attention to detail.
• Dependable, professional, and committed to maintaining a strong work ethic.
• Adaptable, flexible, and able to respond effectively to changing priorities.
• High level of initiative, motivation, and creativity in problem-solving.
• Self-managing and able to work with minimal supervision.
• Strong time-management and prioritisation skills.

Additional Requirements

• Strong working knowledge of Microsoft Office suite.
• Power BI knowledge is advantageous and considered a plus.

Travel Requirements:

• Willingness to travel domestically as needed (up to 30% of the time).