Customer Account Representative

Customer Account Representative

The Customer Account Representative resolves complex customer issues while managing product and service orders in a fast-paced, aerospace-focused environment. This role partners closely with customers and internal teams to ensure accurate order entry, timely fulfillment, and exceptional service, while maintaining strict compliance with company policies, procedures, and applicable consumer laws.

• Deliver excellent customer service through clear communication, proactive problem resolution, and timely follow-up.
• Resolve complex customer issues by applying detailed knowledge of customer accounts, products, and services.
• Maintain up-to-date and accurate account information, ensuring all customer details and interactions are properly documented.
• Ensure all customer complaints are resolved effectively and in compliance with consumer laws, company policies, and established procedures.
• Collaborate with internal departments, including operations, production, and sales, to meet customer needs and maintain strong customer relationships.
• Utilize ERP and CRM systems daily to organize customer information, manage orders, track status, and document activities.
• Generate, process, and manage customer orders, including order entry, pricing, quoting, and timeline coordination for multiple customers.
• Monitor and manage order timelines to ensure on-time delivery and alignment with customer expectations.
• Develop and implement improvement plans in response to customer survey feedback and industry trends to enhance overall customer experience.
• Coordinate with internal departments to resolve and close actions within a web-based database portal, ensuring adherence to company procedures.
• Exercise consistent independent judgment when addressing customer issues, making decisions, and prioritizing tasks.
• Maintain timely and professional email communication with customers and internal stakeholders, ensuring thorough follow-up on all open items.
• Support inside sales activities by identifying opportunities, assisting with quotes, and contributing to customer retention and growth.
• Adhere to all export compliance and applicable U.S. government contracting eligibility requirements associated with the role.
• Perform other related duties as assigned to support the broader customer service and account management function.

• 24 years of relevant experience in customer service, order entry, inside sales, or order processing, including 23 years of experience managing multiple customers, orders, timelines, pricing, and quoting.
• Demonstrated ability to provide expertise in resolving complex customer issues using sound judgment and standard practices.
• Daily working experience with ERP systems; SAP experience is preferred or other comparable ERP experience.
• Experience using CRM systems for customer and account management;
  Salesforce CRM experience is preferred.
• Strong attention to detail with a high level of accuracy in order entry, documentation, and follow-up.
• Highly organized with the ability to multitask and manage multiple priorities in a fast-paced environment.
• Proven ability to work collaboratively with others and ensure accountability to drive tasks and actions to completion.
• Ability to analyze information, identify problems, and solve issues of a more complex nature using specialized knowledge and standard practices.
• Excellent verbal and written communication skills, with strong interpersonal skills to build relationships and influence outcomes.
• Proficiency with Microsoft applications (such as Outlook, Excel, Word) and database management tools.
• Thorough understanding of standard customer account concepts, practices, and procedures.
• A Secondary Certificate/High School Diploma is required.

• Post-secondary degree is a plus.
• Experience in the aerospace industry is a plus.
• Familiarity with aerospace customer requirements, timelines, and quality expectations is beneficial.
• Experience working with organized production or manufacturing environments is advantageous.
• Demonstrated ability to interpret customer feedback and industry trends to develop improvement plans.
• Comfort working with web-based database portals and internal workflow systems.
• Eligibility to meet applicable U.S. export compliance and/or U.S. government contracting citizenship requirements associated with this role.

This role operates within a global aerospace engineering and manufacturing setting that features an…