Account Manager

ACCOUNT MANAGER

The Account Manager plays a key role in supporting the commercial success of the business segment by partnering closely with the Segment Manager to achieve bookings, sales, and new business targets. This role focuses on delivering excellent day-to-day customer management, ensuring that all routine activities, requests, and communications are handled with accuracy, urgency, and professionalism. The Account Manager serves as the primary daily point of contact for assigned customer accounts, maintaining smooth operational flow and strong customer satisfaction.

The Account Manager oversees the customer orderbook, including date alignments, status updates, material availability checks, and proactive communication of changes. Daily or weekly status calls are expected to ensure alignment on priorities, open issues, and delivery expectations. When challenges arise, the Account Manager develops and manages recovery plans, coordinating actions across internal teams.

The role also requires gathering detailed customer inputs-such as tag approvals, ship windows, drawings, and specification updates-to ensure internal teams have the information needed for success. The Account Manager acts as a central coordinator, engaging planning, operations, quality, engineering, and leadership to ensure the customer receives timely and well-supported service.

Key Responsibilities

• Support the Segment Manager in meeting bookings, sales, and new business goals.
• Own daily customer account management and communication.
• Lead weekly/daily status calls to review priorities and resolve issues.
• Maintain the customer orderbook, including date alignment and status updates.
• Develop and track recovery plans when required.
• Collect customer requirements such as tags, drawings, and ship windows.
• Coordinate multiple internal resources (sales, engineering, supply chain, production) to ensure strong customer support and execution of project activities.
• Manage routine RFQs and ensure timely, accurate quotations.
• Review customer purchase order contract packages for accuracy and compliance to company terms and conditions.
• Raise questionable terms and conditions for resolution to management.
• Manage and coordinate the resolution to all customer order complaints and/or non-compliant purchase order issues.
• Monitor and report progress on specific activities, as required by management and/or purchase order requirements.
• Receive, research and process customer return requests.
• Assist customer with resolving issues related to product availability and delivery.
• Gain/establish a working knowledge of company functions, product and manufacturing processes for Kirkhill.
• All other duties as assigned.

Qualifications

• Knows and understands the needs of internal and external customers.
• Strong customer communication skills with excellent responsiveness and customer focus.
• Proficient in Microsoft Office software programs
• Presentation skills required. Will present to Customer Management and Kirkhill Senior Management teams.
• Results oriented and works hard to consistently provide exceptional service.
• Excellent verbal and written communication skills in English.
• Ability to work effectively in an environment where tact, sensitivity, respect, tenacity, persuasive ability, and decisiveness are required for success.
• Ability to communicate professionally via written and verbal with customer to understand needs and concerns.
• Ability to handle and prioritize multiple issues simultaneously.
• Use creative thinking and prior experience to resolve non-standard problems.
• High level of motivation and sense of urgency; prioritizes and follows up accordingly.
• Ability to meet critical deadlines and work in fast paced environment.

Education/Previous Experience Requirements

• Bachelor's degree required, preferably in Engineering or Business.
• 2 years of experience in the Aerospace Industry highly preferred.
• Prior experience in a cross-functional management structure is strongly preferred.