Customer Account Representative

Customer Account Representative

The Customer Account Representative owns and supports a portfolio of customer accounts while building strong, long-term relationships. In this role, you process and manage purchase orders and sales orders, maintain accurate data in ERP/MRP systems, and serve as a key point of contact for order status, shipments, availability, and scheduling. You resolve complex customer issues, coordinate closely with internal teams, and proactively communicate updates to ensure a smooth and positive customer experience.

This position offers a four-day work week, meaningful ownership of customer accounts, and opportunities for growth and advancement within an international organization.

• Own and manage assigned customer accounts, serving as the primary point of contact for all order and service-related inquiries.
• Process and manage customer purchase orders and sales orders from initial entry through fulfillment.
• Maintain accurate and up-to-date customer, order, and shipment information within internal ERP/MRP systems.
• Monitor order activity and provide customers with timely and accurate updates on order status, shipment details, product availability, and scheduling.
• Resolve complex customer issues and product-related questions by investigating root causes and providing clear, actionable solutions.
• Proactively communicate with customers via email, phone, and virtual meetings to share updates, clarify requirements, and strengthen relationships.
• Partner with production, operations, planning, sales, and other internal groups to obtain information, align priorities, and resolve customer needs.
• Escalate and follow through on delayed orders, scheduling conflicts, and other customer concerns, ensuring issues are addressed promptly.
• Assist with departmental reporting and tracking against key performance indicators (KPIs) to support continuous improvement and transparency.
• Identify opportunities to improve processes and enhance the overall customer experience, and share recommendations with the team.
• Manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
• Coordinate internally on shipment delays, delivery dates, expedites, and customer escalations, ensuring customers receive clear and consistent communication.
• Support the management of an order book, including monitoring open orders, backlogs, and changes to customer requirements.
• Use Microsoft Excel and ERP/MRP tools to analyze data, create reports, and support decision-making related to customer accounts.

• Demonstrated experience in customer account management, customer operations, or a closely related role.
• Hands-on experience with order management and order processing, including handling purchase orders (POs) and sales orders.
• Strong customer-facing communication skills, with the ability to explain order details, timelines, and issues clearly and professionally.
• Proven ability to resolve issues and manage escalations, ensuring customer concerns are addressed promptly and thoroughly.
• Practical experience using ERP or MRP systems to enter, update, and track orders and customer information.
• Proficiency in Microsoft Excel for basic data entry, tracking, and reporting.
• Experience coordinating cross-functionally with production, operations, planning, sales, or similar internal teams.
• Ability to prioritize tasks effectively in a fast-paced environment with multiple competing deadlines.
• Strong attention to detail and follow-through, ensuring accurate order entry and consistent customer communication.

• Experience with SAP, Oracle, or comparable ERP/MRP platforms is highly preferred.
• Background in manufacturing, aerospace, industrial, distribution, or supply chain customer service is strongly beneficial.
• Experience managing an order book, including monitoring open orders, backlogs, and changes to customer requirements.
• Proven experience handling shipment delays, delivery date changes, expedites, and customer escalations.
• Intermediate Microsoft Excel skills, including experience with Pivot Tables and VLOOKUP, are a plus.
• Prior roles such as Customer Account Representative, Customer Service Representative, Inside Sales Representative, Order Management Specialist, Customer Account Specialist, Sales Coordinator, or Customer Operations Specialist align well with this position.
• Track record of owning customer accounts in a manufacturing or distribution environment and…