Commercial Account Administrator

The Commercial Account Administrator acts as the primary point of contact for customer commercial teams, managing day-to-day account activities and supporting customer commitments. Working closely with the Site Sales Manager, this role acts as the "voice of the customer" internally coordinating cross-functionally with Sales, Quality, Engineering, Operations, and Production Planning to ensure delivery performance, resolve issues, and drive customer retention and account growth.

Key Responsibilities:

1. Customer Account & Order Management

• • Customer Contact: Handle daily inquiries, requests, and account updates; build strong client relationships to drive satisfaction and account retention.
  • Order Processing: Accurately process purchase orders, amendments, and transactions in Epicor (ERP) and CompliantPro (QMS).
  • Delivery & Systems Tracking: Monitor WIP, order status, and customer portals to provide accurate delivery schedules and manage delivery risks.

2. Cross-Functional Coordination & Problem Resolution

• • Internal Collaboration: Partner with Operations, Quality, Engineering, and Production Planning to meet customer requirements and align client needs with plant capacity.
  • Issue Escalation: Identify risks to quality or lead times early, drive root-cause resolutions, and track corrective actions to completion.

3. Commercial & Financial Support

• • Credit Control: Track customer payment status and follow up on overdue invoices per credit terms.
  • Account Support: Assist the Site Sales Manager with pricing requests, quotations, customer presentations, site visits, and audits.

4. Continuous Improvement & Customer Voice

• • Service Enhancement: Gather customer feedback to share with leadership, recommending process improvements to enhance service, quality, and delivery metrics.

Key Qualifications & Requirements

• • Education & Experience: Associate’s or Bachelor’s degree in Business, Engineering, Manufacturing Technology, or equivalent practical experience in account management/customer service within a manufacturing environment.
  • Systems Proficiency: Strong Microsoft Office skills (Excel, Word, PowerPoint); hands-on experience with ERP (Epicor) and QMS (CompliantPro) preferred.
  • Industry Knowledge: Basic understanding of manufacturing processes (preferably investment casting) and their impact on planning, quality, and lead times.
  • Soft Skills: Excellent relationship-building, organizational, and cross-functional communication skills with a strong customer-centric mindset.

Doncasters Structural Castings of Groton is a specialized precision casting facility located in Groton, Connecticut, that manufactures high-performance superalloy components. The site primarily serves major original equipment manufacturers across the aerospace and industrial gas turbine sectors by producing safety-critical, heat-resilient structural parts.