Customer Account Specialist

Position Summary

We are seeking a detail-oriented and relationship driven Customer Account Specialist to join our team to manage complex customer relationships end-to-end, from initial quoting and order placement through delivery and post-sales support. In this role, you will ensure accurate and timely execution of customer requirements while consistently meeting key performance indicators (KPIs) for speed, accuracy, and on-time delivery; and serve as a primary liaison between customers and internal teams, driving cross-functional alignment, resolving issues efficiently, and enhancing overall customer satisfaction.

Key performance indicators include specified quotation, order, and technical inquiry turn-around-time, and customer on-time delivery.

Why Work Here

• Lead AGSE's global transportation and fulfillment strategy
• Manage worldwide logistics operations supporting customers and suppliers across multiple continents
• Work directly with Supply Chain, Operations, Procurement, Finance, and Customer Service teams
• Opportunity to influence transportation costs, delivery performance, and customer satisfaction
• Exposure to international trade compliance, customs operations, and global supply chain strategy
• Join a growing aerospace tooling and ground support equipment manufacturer with a global customer base
• Opportunity to build processes, improve performance, and make a measurable business impact

Key Responsibilities

1. Process customer Requests For Quotes (RFQs) by:
2. Ensuring customer requirements conform with company guidelines including terms and conditions, quality clauses, customer provided drawings & specifications.
3. Performing cost comparisons with previous quote activity and pricing analysis.
4. Preparing and delivering RFQ responses to customers by organizing internal review meetings to obtain management approval as required.
5. Recording pricing in ERP system and performing quote win-rate analysis.
6. Process customer sales orders by:
7. Reviewing purchase orders/contracts to ensure agreement with customer RFQ responses.
8. Resolving and documenting any discrepancies with customer prior to order acceptance.
9. Entering customer sales orders/purchase orders into ERP system and sending order acknowledgements.
10. Preparing weekly/monthly customer order status updates as required.
11. Process customer inquiries (calls, emails, and faxes) by:
12. Responding to inquiries regarding RFQ responses, orders, invoices, products information, technical concerns, and service questions. I
13. Investigating, validating, and resolving reported product damage (i.e., in transit or use), missing parts and hardware, and warranty requests.
14. Documenting/recording, tracking, and driving closure to all customer inquiries within established service levels.
15. Collaborating with Engineering and purchasing to maintain latest product documentation and associated costs in ERP System.
16. Developing and recording market pricing with the Sales Team.
17. Preparing monthly KPIs and determining corrective actions and/or continuous improvement projects.
18. Preparing/generating data needed to produce product pricing catalogs for specified customers.

Qualifications

1. Bachelor’s degree or a minimum of five years of related experience in a global customer service function.
2. Proficiency in Microsoft Office applications with ADVANCED Excel skills.
3. Effectively uses listening and influencing skills to communicate with others in a positive manner.
4. Strong mathematical, quantitative, and analytical skills are highly preferred.
5. Previous Aerospace Industry work experience is highly preferred.
6. Comprehensive understanding of ERP System or equivalent.
7. Resilient and adaptable to change while maintaining a positive outlook.

Compensation & Benefits

• Base Salary: $100,000 - $120,000
• Bonus: Up to 20% discretionary annual bonus
• Medical, dental, life, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Tuition reimbursement
• Referral program
• Career development opportunities

Compensation is based on experience, education, and qualifications.

Work Environment

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift twenty-five pounds.

Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions.

Employees work under typical office conditions, and the noise level is usually quiet to moderate. In certain assignments, an employee may work near moving equipment and be exposed to toxic or caustic chemicals, biological hazards, airborne fumes, outdoor weather conditions and loud, prolonged noise.