Sr. Account Rep

Senior Inside Account Rep

The Senior Inside Account Representative is responsible for managing complex customer accounts and serving as the primary operational owner for customer execution and issue resolution. In addition to performing order and quote management activities, the Sr. Inside Account Representative proactively identifies risks, coordinates cross-functional solutions, leads escalations, and drives successful customer outcomes through advanced technical, operational, and business knowledge.

• Process customer orders, order changes, cancellations, and scheduling requests accurately and efficiently.
• Process customer quote requests and coordinate with internal stakeholders to ensure timely quote delivery.
• Monitor quote activity and support follow-up activities as required.
• Maintain ownership of assigned customer accounts and ensure successful execution of customer commitments.
• Monitor account performance and proactively identify potential customer risks.
• Lead resolution of complex customer issues involving delivery, quality, engineering, production, or commercial concerns.
• Serve as the primary escalation point for assigned accounts.
• Develop and coordinate recovery plans when customer commitments are at risk.
• Communicate business impacts, risks, and mitigation plans to customers and internal stakeholders.
• Drive action plans involving cross‑functional internal teams.
• Facilitate internal meetings focused on customer performance, delivery recovery, engineering changes, and issue resolution.
• Ensure accountability and follow‑through on customer‑related commitments.
• Analyze customer demand, backlog, forecast trends, and delivery performance.
• Identify opportunities to improve responsiveness, service levels, and operational efficiency.
• Support customer business reviews and account strategy activities in partnership with Account Management.
• Coordinate customer‑facing activities related to engineering changes, drawing revisions, deviations and waivers.
• Ensure customer requirements are effectively communicated throughout the organization.
• Lead process improvement initiatives that positively impact customer satisfaction and operational performance.
• Serve as subject matter expert for customer operations processes.

* Other duties as required in support of the department and the company*

This position does not have any supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or GED. Prefer an associate degree. Four (4) years' work experience in business-to-business work environment preferred in a manufacturing environment. Two (2) years of experience managing large account portfolios preferred. Experience in the aerospace, military, and defense industry, or cable assembly business preferred.

Ability to read, write, speak, and understand English. Proficient written and verbal communication skills. Bilingual preferred.

Experience with CRM software (e.g., Salesforce). Knowledge of ERP systems, SAP preferred. Knowledge of automation tools, such as Esker, Innowera, and SAP mass tools preferred. Proficient computer skills with the ability to learn new software. Proficient in Microsoft Office suite (Outlook, Word, Excel, Teams). Excellent communication (written and verbal) skills including active listening. Excellent phone etiquette. Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.

Understanding of sales performance metrics. Experience delivering client‑focused solutions to customer needs. Service‑oriented and able to resolve customer grievances. Excellent negotiation skills.

While performing the duties of this job, the employee must be able to be stationary for prolonged periods working on a computer. The employee is…