Accrofab are seeking a talented and experienced Customer Account Team Leader. Shift Pattern: Day Shift working Monday to Thursday 07.30 – 16.30 and 07.30 – 12.30 on Fridays, with designated breaks Location: Accrofab Alcester – B49 6EH Role Accountabilities: Accountable for the maintenance and accuracy of their customers forecasts held within Unity to ensure the data used during the Sales, Inventory & Operations Planning (SIOP) process is reliable and accurate. Obtain forecasts from customers each month, to feed into the SIOP process and load them via EDI onto Unity Competently analyse forecasts loaded and compare to previous inputs to assess for any significant variances that need to be escalated. Liaise with Customers on forecast variances to gain understanding of forecast movements and determine accurate forecast to support the SIOP process. Reviewing forecast daily, running Unity reports to identify forecast lines that are inside Leadtime or are due to start manufacture in the next 2 weeks that require PO coverage. Actively chasing customers to provide PO coverage for forecast lines. Ensure data integrity of the orderbook by administering customer orders, schedules, amendments, and acknowledgements effectively within the Accrofab Sales order systems. On receipt of PO, provide to Business Development team to set up on Contract Review. Monitor progress and actively chase internal departments to ensure compliance to Operating Rule Load POs to Unity upon receipt, adhering to the Order Acknowledgement Process. Material availability, drawing revisions, price, quantity, and date for delivery to be understood and confirmed as correct when loading of PO. Request support from relevant supporting services if required. (Planning, Purchasing, Manufacturing, Business Development, Engineering, Quality). Ensure any associated forecast is subsequently removed to ensure demand accuracy. Provide Order Acknowledgement to customers within Operating rule During the manufacturing process it is important to provide the customer with updates on progress at the agreed intervals to ensure that any changes to delivery are communicated effectively. The output of communication of this process is to maintain data integrity, ensuring orderbook is up to date, customers are informed, and delivery targets are met. Collate accurate information on progress of open purchase orders and update customer on delivery via agreed forum (Portals, Delivery Updates, Conference Calls). Maintain schedules on weekly basis. Ensuring any changes are aligned with the Unity. Liaise with Internal Stakeholders on any issues to ensure delivery targets are met. (Engineering & Operations). Presenting feedback (positive or negative) from customer call or emails to Line Manager and/or Accrofab Management team in constructive manner Support with customer complaints/returns by liaising with the Quality department ensuring processes are adhered to and communication with customer is maintained On completion of the Manufacturing process, the Customer Account Controller is responsible for raising documentation to allow parts to be shipped in accordance with customer requirements and ensuring on time delivery and compliance. Allocating finish goods stock to customer Purchase Order ensuring correct line and quantity are met. Completing necessary checklist to ensure all detail is correct in accordance with PO requirements. Liaising with Customers for approval to ship partial shipments and if required agreement to close Purchase Order maintain order book accuracy Coordinating the collation of supporting Quality Documentation required prior to shipment as and when required. Actively chasing customers for approval of any open deviation (non-conformance) reports. Responsible for presenting updates on Key Performance Indicators (KPI) for their customers to the Accrofab Management team and when required to the customers. Monitor On Time in Full (OTIF) for customer base in line with the standard Accrofab measure. Collate customer OTIF scorecards, understand their measure and reconcile against internal scorecard. Challenge customers if any variances are seen and require amendment. Present OTIF at Internal Monthly Scorecard review with key stakeholders. Using data provided from Unity, report on Arrears escalating any parts that require urgent attention and avoiding escalation from the customer. Track arrears burndown and present changes at Internal Monthly Scorecard review with key stakeholders. Act as a support service to the Accounting Department when it comes to collecting overdue debt. It is important for the cash-flow of the business to ensure customers pay in full and on time. Review overdue debt weekly with the Accounts Department offering support and assistance in resolving any payment queries. Liaise with customers to escalate overdue payments until resolution. Comply with and support the EHS policies, processes, and programmes to ensure wellbeing of all staff and visitors. Ensure EHS training is adhered to Support in embedding a culture of continuous improvement throughout the department as well as being forthcoming with improvement ideas across all departments to improve Quality and Delivery. Team Leading Develop and maintain standard operating procedures within the Customer Account team. Lead and support the team to deliver the planned workload in a timely and productive manner and take accountability for delivering the objectives specifically assigned to the area of responsibility. Define Customer Account training matrix and implement new / refresher training for all Customer Account Controllers. Person Specification: Essential supervisory and aerospace experience required, with a minimum of 2 years An understanding and alignment to our Accrofab Values; Respect, Integrity, Safety and Excellence. Qualifications/Desirable: (NVQ Certificate / Diploma in Customer Services) Job-specific IT systems: (Microsoft Excel & Projects) If you require any further information, please do not hesitate to contact the HR Department.