Stephen Farquharson
Greensboro,USA
Summary
Customer-oriented professional with a background in managing key accounts and fostering strong client relationships. Skilled in resolving complex customer issues while enhancing satisfaction metrics. Demonstrated ability to implement innovative solutions that drive revenue growth and improve operational efficiency. Proven track record in team leadership, negotiation, and strategic planning.
Overview
19
19
years of professional experience
Work History
Customer Account Manager
TAT Technologies
Greensboro, USA
08.2024 - Current
- Managed end-to-end customer accounts, including quoting, work scope definition, contract compliance, and final delivery.
- Analyses technical findings, cost drivers, and repair options to advise the customer on optimal solutions to provide a tailored process for each repair as needed.
- Prepared and issued repair cost estimates, supplemental quotes, and billing packages in accordance with customer agreements and industry standards.
- Facilitated customer approvals for workscope changes, LLP (Life-Limited Parts) replacements, and additional repair services, ensuring alignment with customer needs and contractual obligations.
- Coordinated closely with production, engineering, planning, and supply chain teams to ensure on-time APU (Auxiliary Power Unit) shop visits and APU-LRU (Line Replaceable Unit) repairs.
- Monitored work in progress, delivering regular status updates, performance metrics, and delivery forecasts to enhance customer transparency and trust.
- Ensured regulatory, contractual, and quality compliance for all APU maintenance activities.
- Identified opportunities for service upgrades and long-term agreements, promoting tailored solutions that enhanced customer satisfaction.
- (Aviation MRO)
Spare Parts Interpreter
Motor Mecca
Toowoomba, AUS
08.2021 - 10.2023
- Sourced spare parts for outdoor power equipment, servicing external cash and account customers as well as the internal workshop, enhancing customer satisfaction and operational efficiency.
- Ordered, receipted, and warehoused stock and customer orders, ensuring accurate inventory records and timely availability of parts.
- Packaged and dispatched customer orders and supplier returns for same day shipping.
- Managed stock levels and merchandised products on sales floor and parts department, maintaining organized and accessible inventory for improved customer experience.
- Supported sales staff with sales of new outdoor power equipment sales, parts and accessories.
Sales Associate
Sedl Agencies
Toowoomba, AUS
01.2020 - 07.2021
- Handled internal and external customers with enquiries and orders from simple orders to custom requirements from the supplier.
- Built and maintained customer relations with account holding customers and repeat walk in business to better assess needs.
- Collaborated with the external sales representatives to provide a prompt response to any special request or further details required on site.
- Restocked and merchandised the sales floor to keep the sales area clean and well organised.
- Rotated stock to reduce and eliminate expired stock of perishable items.
Industrial Account Manager
Normist Townsville
Townsville, AUS
04.2019 - 12.2019
- Managed a recurring call cycle with an existing customer base while expanding on this base with new clients.
- Processed purchase orders and supply tenders for my clients to provide prompt supply of products required.
- Tailored min/max stock holdings for customers that require continuous supply of specialty products.
Retail Sales/Store Manager
Total Tools
, AUS
03.2011 - 04.2019
- Provided customer service for retail and account holding customers, finding the best solution for their needs to help profit their business and complete their projects.
- Attained position of assistant manager and then store manager between 2015 and 2017, where I completed staff rosters, planned store promotions, and handled any customer issues that arose.
- Merchandised the store to provide a clean and well organised shop floor, and changed displays to relate to new promotions and sales events.
- Provided training and guidance to new staff from outside of the tool and retail industry.
Retail Sales
Bunnings Warehouse
Toowoomba, AUS
01.2008 - 03.2011
- Guided customers with finding the right products to suit their needs for their current project.
- Participated in community support projects established by Bunnings Warehouse, as in transporting donated furniture to flood victims, and painting the local RSPCA.
- Supported other departments as required to help our customers and the team to provide the best customer service we could.
Shed Erector
Sheds Plus
Toowoomba, AUS
07.2007 - 01.2008
- Built steel portal frame sheds and carports from garden sheds to industrial workshop sheds.
- Read and understood blueprints and designs to ensure the structure met local building code requirements.
Education
High School Diploma -
Toowoomba State High School
Toowoomba11-2006
Certificate 3 in Cabinet Making -
Toowoomba State High School
Toowoomba11-2006
Skills
- Customer service
- Customer relationship management
- Team collaboration
- Communication skills
- Attention to detail
- Time management
- Inventory oversight
- Parts ordering
References
- Sharon Williams, Former Customer Service Director at TAT Technologies, 6789107309, srmw25@gmail.com
- Wade Tonielli, Proctor & Gamble, 3363173174
- Damian Francis, Parts Manager at Motor Mecca Toowoomba, +61746344577
Timeline
Customer Account Manager
TAT Technologies
08.2024 - Current
Spare Parts Interpreter
Motor Mecca
08.2021 - 10.2023
Sales Associate
Sedl Agencies
01.2020 - 07.2021
Industrial Account Manager
Normist Townsville
04.2019 - 12.2019
Retail Sales/Store Manager
Total Tools
03.2011 - 04.2019
Retail Sales
Bunnings Warehouse
01.2008 - 03.2011
Shed Erector
Sheds Plus
07.2007 - 01.2008
High School Diploma -
Toowoomba State High School
Certificate 3 in Cabinet Making -
Toowoomba State High School