Customer Accounts Manager

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Program Management Full Time - Employee Professional Rockford, Rockford, MI, US

RTCA is a precision aerospace and defense manufacturing group built on decades of hands-on machining expertise, with roots spanning more than 50 years. We support mission-critical commercial and government aerospace programs across North America through four U.S. Centers of Excellence operating as an integrated platform with 200+ CNC machines and a team of 500+ professionals.

Unlike large organizations where roles can be narrow, RTCA offers hands-on ownership and real visibility – you understand how your work supports the team, the operation, and the end customer. Our flat structure allows employees to take initiative, grow their skills, and have their contributions recognized, while still providing the stability, advanced technology, and meaningful work of an established aerospace manufacturer.

At RTCA, we believe in teamwork, excellence, and delivering with pride.
One Team! One Mission!

The Customer Accounts Manager (CAM) owns the customer relationship for assigned accounts and leads customer service activities from RFQ and order intake through delivery. As the customer’s primary point of contact, the CAM works across RTCA’s teams and divisions, including Sales, Contracts, Estimating, Planning, Operations, Engineering, Quality, Supply Chain, and Shipping, to align customer expectations with internal execution, protect on-time delivery, and strengthen customer satisfaction.

CAMs own a range of accounts, from smaller and intercompany (interco) accounts to larger, more complex customers.

• Serve as the primary point of contact and relationship owner for assigned customer accounts.
• Oversee customer service activities for assigned accounts, including RFQs, order intake, PO changes, acknowledgements, and customer portals.
• Set and communicate delivery commitments; report account status to customers and leadership.
• Work with cross-functional teams and divisions (Planning, Operations, Engineering, Quality, Supply Chain, and Shipping) to align customer requirements with production plans and delivery commitments.
• Support contract reviews and flow-down requirements, and work with Estimating and Sales on quotes.
• Monitor account performance, including on-time delivery, backlog, past due orders, and open issues.
• Lead escalations and recovery plans for late or at-risk orders, including cross-division work.
• Set job priorities and expedite orders to protect customer delivery dates, partnering with Production Control and Operations where those functions are in place.
• Manage customer change requests and schedule changes through resolution.
• Lead resolution of customer complaints, shipment discrepancies, and quality concerns in partnership with Quality and Operations.
• De-escalate frustrated customers, listen to their concerns, and drive issues to resolution with clear, timely communication.
  
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• Coordinate intercompany (interco) work and orders between RTCA divisions.
• Maintain account trackers and milestone reports.
• Improve processes related to order entry, customer communication, and account management.
• Guide, train, and support Customer Service Associates where applicable.
• Performs other duties as assigned.

• Bachelor’s degree in Business, Supply Chain, Engineering, or related field, or equivalent experience in aerospace manufacturing.
• 4+ years of customer service, account management, or program management experience in aerospace,…