Customer Account Specialist in Setúbal, Setúbal at Advanced Ground Systems Engineering LLC

ABOUT US

Since 1973, AGSE has been a world leader in the design, manufacture, service, and supply of innovative ground support equipment and tooling. Our experienced staff continuously delivers trusted, OEM-approved solutions for safely handling and maintaining the top jet engines and aircraft used in commercial and military aviation. We take immense pride in preserving this unrivaled track record, which is why airlines, lessors, MROs, armed forces, and OEMs worldwide partner with us to keep their operations running above and beyond.

ABOUT THE ROLE

Based in Setúbal, Portugal, a Customer Account Specialist is a fully proficient territory owner who operates independently within the scope of their role, managing all administrative aspects of their assigned territory across Europe and the Middle East. This individual contributor role serves as the primary point of contact for assigned customers and internal stakeholders and handles the complete product lifecycle, from quote generation and order management through shipment coordination and into aftermarket support. This role conducts thorough contract and purchase order reviews, manages order fulfillment and logistics follow-through, supports customers’ post-delivery with issue resolution and aftermarket needs, resolves customer disputes and complaints, and ensures all activities comply with export compliance policies and applicable regulations. The position requires strong organizational and problem-solving skills, the ability to read and interpret technical documents, and a demonstrated commitment to delivering accurate and timely service to customers across every stage of the product lifecycle. This position reports to the Customer Service Manager onsite in Portugal, with indirect reporting to the Director of Customer Service in California, United States.

DUTIES AND RESPONSIBILITIES

• Assume day-to-day administrative responsibility for customer account activities including quote processing, sales order processing, contract review, export compliance, customer returns, customer complaints, requests for information, quote follow-up, open order management, scorecard analysis, and customer satisfaction surveys

Quote Processing:

• Manage the quote lifecycle for routine and complex quote requests within assigned territory, determine and verify requested part numbers using available company resources including ERP, corporate website, technical manuals, engineering drawings, and bills of materials and other applicable specifications
• Ensure customer requirements and terms and conditions are reviewed, understood, and incorporated into the pricing of the quote
• Draw on historical quote data and direct knowledge of the customer’s needs and company’s products to inform current pricing and lead-time decisions
• Interface with Production Control and Supply Chain to confirm product lead-times; coordinate with internal departments to ensure all inputs are captured prior to quote release, resolving lead-time or pricing issues independently and engaging Engineering directly when part numbers are not readily available
• Create quotes in the company ERP system using sales market guidelines to determine sell price; ensure accuracy of all quote output prior to submittal to customers, Sales Managers/Directors, or customer portals, within established turnaround goals

Sales Order Processing:

• Manage customer purchase orders and contracts by conducting a thorough review to identify any gaps between the quote or price agreement and the customer purchase order; resolve identified issues directly with the customer
• Verify that purchase order and contract requirements are consistent with AGSE standard terms of sale and any specific customer contractual requirements
• Identify any customer requirements not referenced on the original quote and perform a review to confirm compliance and assess any cost impact
• Create sales orders in the company ERP system, including customer-specific requirements and special flow downs, and note any open issues requiring resolution prior to shipment
• Ensure accuracy of sales order entry prior to formal customer acknowledgement via e-mail or portal; resolve delivery schedule discrepancies and negotiate schedule changes as needed

Account Management:

• Log and maintain accurate records for routine and complex customer complaints within assigned territory; monitor open cases and follow through on required actions to drive timely resolution in accordance with TAT goals and support customer satisfaction
• Log, monitor, and maintain accurate records for routine and complex Rework/Repair Management activity, coordinating with service centers as needed; follow through on required actions and support customer satisfaction
• Maintain and develop long-term customer relationships by proactively coordinating with Regional Sales Managers/Directors and organizing virtual or in-person reviews at the facility to address customer concerns and assess satisfaction
• Interact with internal departments including Engineering, Supply Chain, Production Control, Manufacturing, Quality, Shipping, and Accounting to obtain feedback and ensure customer needs are met, independently resolving cross-functional conflicts as they arise
• Monitor processing time of quotes, sales orders, repair orders, complaints, and on-time delivery within assigned territory from inception to closeout by reviewing status dashboards in the company ERP system or appropriate log sheet; communicate delays or issues to customers and internal stakeholders in a timely manner

Other engagement:

• Participate in department or company process improvement projects; contribute recommendations for improvements to established workflows and procedures
• Serve as an informal resource to peers on day-to-day territory questions and standard processes

REQUIREMENTS AND QUALIFICATIONS

Knowledge/Skills/Abilities:

• Customer-focused professional who owns and strengthens established customer relationships, serving as a trusted point of contact and delivering exceptional service via e-mail, phone, virtual meeting, or face-to-face interaction
• Ability to work independently within the scope of the role in a structured, process-oriented environment; consistently meets key performance indicators and exercises sound judgment to resolve complex issues
• Ability to manage and action multiple Outlook mailboxes using the Categorize feature; independently administers customer portal accounts for quotes, orders, updates, and changes; proficient in SharePoint navigation and documentation
• Ability to independently follow and apply established processes and procedures; identifies gaps and recommends improvements
• Intermediate proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams, PowerPoint, SharePoint)
• Strong attention to detail with a commitment to accuracy across all quote, order, contract review, and customer communication activities
• Proficiency in written and verbal communication in Portuguese and English; able to compose professional business correspondence and interact confidently with customers and internal departments
• Strong organizational, time management, and planning skills; ability to independently handle and prioritize multiple tasks simultaneously under pressure and meet critical deadlines
• Negotiating skills with the ability to influence outcomes; able to resolve customer disputes, delivery schedule conflicts, and contract discrepancies directly with customers and internal stakeholders
• Comprehensive understanding of ERP systems (SAP, Oracle, AGSE uses Epicor Kinetic) with the ability to independently navigate quote, order, and dashboard functions and maintain data integrity across the territory
• Ability to independently resolve complex work-related issues with minimal guidance; sound judgment to determine the appropriate escalation path when needed

Required Qualifications:

• Native-level fluency in Portuguese
• Advanced-level fluency in English (C1 level or equivalent): speaking, reading, and writing, with the ability to communicate clearly with customers and internal stakeholders.
• Valid authorization to live and work in Portugal
• Minimum of 4 years of experience in customer service or order lifecycle management
• Availability for periodic travel to the United States (corporate office in California)
• Flexibility to occasionally attend meetings outside standard hours to coordinate with the U.S. team
• Ability to read and interpret technical documents (such as drawings, bill of materials, illustrated parts list)
• Working knowledge of contract language and export compliance requirements, including U.S. regulations applicable to U.S.-origin products and applicable EU requirements, with the ability to independently resolve routine risk determinations and escalate high-risk or ambiguous situation

Preferred Qualifications:

• Bachelor's degree in business, engineering, or supply chain, or an equivalent combination of education and experience
• Working knowledge of additional languages, such as French, German, or Arabic

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here represent those employee encounters while performing this job's essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Employees work under typical office or warehouse conditions, and the noise level is usually quiet to moderate. However, in certain assignments, an employee may work near moving equipment and be exposed to toxic or caustic chemicals, biological hazards, airborne fumes, outdoor weather conditions, and loud, prolonged noise.