Director, Business Development & Customer Service

Position Summary

Develops objectives, policies and business strategies and provide overall direction for sales and contracts activities. Responsible for all proposal activities related to incoming sales opportunities, customer interaction in proposal and contract preparation, generation of new inputs and maintenance of CRM software, generation of monthly financial reports specific to the Business Development Department, compliance with ITARS / EAR regulations and preparation and execution of contract negotiations and subsequent Sales Orders. Responsible for the overall customer relations for the BU by providing leadership and direction and act as the customer escalation advocate within FMH Aerospace.

Essential Duties:

• Develop pricing strategies with the President and Director of Business Development to balance company objectives and customer satisfaction.
• Responsible for export administration and licensing in accordance with ITAR / EAR regulations
• Responsible for compliance to all current FAR and DFARS regulations
• Conducts price negotiations with customers in conjunction with assistance from the Director of Business Development.
• Maintains and generates updates to the Monthly Billings and Bookings Report
• Review all incoming RFPS, schedule proposal kickoff meetings, logs opportunity into CRM Software and generates “Yellow Sheet” for tracking of prospective proposals
• Signs off on all proposal activity.
• Conducts price negotiations with customers with assistance of sales department.
• Interacts with field sales representatives to monitor the status of outstanding quote activity.
• Work with Program Manager/Data Coordinator to assure all data requirements are met.
• Prepares and reviews proprietary and non-disclosure agreements.
• Coordinates work of sales department with production and shipping department to implement fulfillment of contracts.
• Acts as liaison between company and customer.
• Oversee all aspects of the customer support experience and guides effective processes and procedures for Customer Support Managers to interact with customers.
• Responsible for achieving regional customer satisfaction which is measured through Scorecards.
• Continually strive to improve the customer service experience taking ownership of escalated customer issues, investigating and following them through to resolution.
• Build new and develop long lasting relationships with customer senior level management.
• Accountable for the Key Performance Indicators (KPI’s) and balanced scorecards. Analyze data to identify trends and areas of improvements.

Knowledge, Skills, Abilities:

• Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
• Requires strong interpersonal communications (written and verbal) with a positive attitude and ability to motivate others.
• Requires a high level of accuracy and attention to detail with ability to organize and maintain proprietary files and records.
• Ability to maintain flexibility and adaptability to deal with changing conditions and requirements.
• Requires ability to effectively read and interpret documentation, i.e., drawings, specifications, contracts, agreements, government notices, company operating procedures, etc.
• Knowledge of FAR/DFAR/DOD contract regulations.
• Knowledge of ITAR / EAR regulations.
• Knowledge of lean manufacturing principles

Position Requirements / Education and/or Experience

• Bachelor’s degree and/or 10 years related experience; or equivalent combination of education and experience.

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