Senior 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 Senior Customer Account Specialist is a highly experienced account owner who operates with a high degree of autonomy, managing all administrative aspects of complex, high-volume, or strategically important accounts across Europe and the Middle East. This individual contributor role serves as the primary point of contact for key customers and as an advanced resource to the customer account team and internal stakeholders, and handles the complete product lifecycle at a high level of complexity, from quote generation and order management through shipment coordination and into aftermarket support. This role leads the review of complex contracts and purchase orders, resolves escalated customer issues and disputed contracts, partners with Regional Sales Managers and Directors on account strategy and customer satisfaction initiatives, and ensures all activities comply with export compliance policies and applicable regulations. In addition, the Senior Customer Account Specialist supports the onboarding and development of junior level team members and contributes to department-level process improvements and standard operating procedures. The position requires advanced organizational, problem-solving, and negotiation skills, expert ability to read and interpret technical and contractual documents, and a demonstrated record of delivering accurate and timely service 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 full administrative ownership of all customer account activities for assigned complex and strategically important accounts, 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; consistently meet or exceed established turnaround time goals
• Quote Processing:

o Manage the full quote lifecycle for assigned accounts at high complexity and independence, including strategically important quotes; determine and verify requested part numbers through advanced analysis using available company resources including ERP, corporate website, technical manuals, engineering drawings, and bills of materials and other applicable specifications

o Ensure customer requirements and terms and conditions are reviewed, understood, and incorporated into the pricing of the quote

o Leverage extensive quote history, established customer relationships, and comprehensive knowledge of the company's product and service portfolio to drive pricing strategy and lead-time decisions; proactively identify and implement improvements to quote accuracy and competitiveness

o Interface with Production Control, Supply Chain, and other internal departments to confirm lead-times and resolve capacity or availability issues; serve as an escalation point for non-standard lead-time or pricing situations

o Create quotes in the company ERP system using sales market guidelines; ensure accuracy of all quote output prior to submittal; review and approve non-standard quotes as appropriate; mentor junior level team members on quoting best practices

• Sales Order Processing:

o Manage customer purchase orders and contracts at advanced complexity, including escalated, high-value, and disputed orders; identify gaps between quote or price agreements and purchase orders and resolve issues directly with the customer or through appropriate internal channels

• 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; perform a thorough compliance review and assess cost impact; escalate unresolvable contractual conflicts to management with a documented recommendation

o 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

o Ensure accuracy of sales order entry prior to formal customer acknowledgement; independently resolve delivery schedule discrepancies and negotiate schedule changes with customers

• Account Management:

o Log, monitor, and maintain accurate records for customer complaints within assigned accounts; independently resolve routine and complex complaints; assist junior level team members with complaint escalations as needed

o Log, monitor, and maintain accurate records for routine and complex Rework/Repair Management activity within assigned accounts; independently process rework/repair, coordinating with service centers as needed; assist Grades 1–3 with escalations as needed

o Maintain and develop strategic long-term customer relationships; partner with Regional Sales Managers/Directors on account strategy, customer satisfaction initiatives, and resolution of customer-related disputes; organize virtual or on-site reviews as needed

o Interact with internal departments including Engineering, Supply Chain, Production Control, Manufacturing, Quality, Shipping, and Accounting to obtain feedback and ensure customer needs are met

o Monitor processing time of quotes, sales orders, repair orders, complaints, and on-time delivery within assigned accounts 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; serve as backup or point of escalation for other territories when needed

· Other engagement:

o Drive department-level process improvement initiatives; develop and refine SOPs, desktop instructions, and TAT standards in collaboration with the Customer Service Manager

o Support the onboarding and training of junior level team members; serve as a mentor and escalation resource for the team on complex customer questions

REQUIREMENTS AND MINIMUM QUALIFICATIONS

· Knowledge/Skills/Abilities:

o Customer-focused professional who leverages deep, established customer relationships to deliver proactive, high-quality service and anticipate customer needs via e-mail, phone, virtual meeting, or face-to-face interaction

o Highly independent; performs all account functions with full autonomy and a high sense of urgency; consistently meets or exceeds key performance indicators and serves as a model of professional standards for the team

o Demonstrates capability to drive intra departmental improvements

o Ability to manage and action multiple Outlook mailboxes using the Categorize feature; advanced proficiency navigating and administering customer portals and SharePoint, including training others on system use

o Ability to identify gaps in established processes and procedures, develop solutions, and drive adoption across the department

o Advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams, PowerPoint, SharePoint)

o Strong attention to detail with a commitment to accuracy across all quote, order, and contract activities; ability to work under pressure to meet critical deadlines in a fast-paced, ever-changing environment

o Proficiency in written and verbal communication skills in Portuguese and English with ability to conduct presentations; able to represent the department in cross-departmental or customer-facing meetings with confidence and professionalism

o Strong organizational, time management, and planning skills; ability to independently handle and prioritize multiple tasks simultaneously under pressure and meet critical deadlines

o Strong negotiating skills with the ability to influence outcomes; resolves escalated customer disputes, contractual conflicts, and delivery schedule issues with sound judgment and professionalism

o Advanced proficiency in ERP systems (SAP, Oracle, AGSE uses Epicor Kinetic); able to troubleshoot data issues, guide others in system use, and identify opportunities for workflow improvements

o Demonstrated ability to independently resolve complex work-related issues; exercises sound judgment to escalate appropriately and act as a first point of escalation for junior level team members before issues reach management

o Mentors junior level members and trains new hires as part of ongoing team responsibilities

· Required Qualifications:

o Native-level fluency in Portuguese

o Advanced-level fluency in English (C1 level or equivalent): speaking, reading, and writing, with the ability to communicate clearly with customers and internal stakeholders.

o Valid authorization to live and work in Portugal

o Minimum of 6 years of experience in customer service or order lifecycle management

o Availability for periodic travel to the United States (corporate office in California)

o Flexibility to occasionally attend meetings outside standard hours to coordinate with the U.S. team

o Ability to read and interpret technical documents (such as drawings, bill of materials, illustrated parts list)

o 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 situations

o Demonstrated ability to manage complex accounts and resolve escalated issues

o Experience mentoring or informally leading peers

o Preferred Qualifications:

o Bachelor's degree in business, engineering, or supply chain, or an equivalent combination of education and experience

o 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.