Aftermarket Inside Account Lead

Baltimore Aircoil Company

21d•Onsite

About The Position

The Aftermarket Inside Account Lead serves as a critical connector across the Americas aftermarket function, owning the end-to-end customer support experience and enabling speed, alignment, and execution across the business. This role operates as the central point of accountability for customer and representative engagement, ensuring timely, accurate, and high-quality support that delivers a best-in-class customer experience. This position is responsible for orchestrating cross-functional collaboration to remove barriers, accelerate order execution, and resolve complex issues. By partnering closely with Applications, Engineering, Sales, Operations, Supply Chain, and Warranty, the Inside Account Lead ensures seamless coordination and alignment to meet customer commitments and business objectives. Reporting to the Market Leader, Aftermarket, this role is expected to evolve into a people leadership position, with increasing responsibility for team development, performance management, and capability building within the Inside Account function.

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience
7+ years of experience in customer service, account management, or customer relationship management
Demonstrated ability to own and elevate the customer experience for both internal and external stakeholders
Strong problem-solving capabilities with a high level of ownership, accountability, and follow-through
Proven ability to navigate and resolve complex issues within tight timelines
Excellent written and verbal communication skills, with the ability to influence, align, and manage multiple priorities
Strong negotiation and influencing skills, with the ability to drive alignment across functions
Mechanical and technical aptitude, with the ability to quickly develop deep product knowledge
Proficiency in Microsoft Office Suite
Demonstrated continuous improvement mindset with a focus on efficiency and operational excellence
Demonstrate a sense of urgency in responding effectively to sensitive issues.
Ability to motivate and influence effectively with multiple stakeholder groups to take the desired action.
Ability to solve advanced problems and deal with a variety of options in complex situations.

Nice To Haves

Advanced degree a plus
SAP experience preferred

Responsibilities

Act as the primary owner of the aftermarket customer experience across the Americas region, ensuring consistent, responsive, and high-quality support
Lead end-to-end communication from initial inquiry through resolution, driving clarity, accountability, and proactive updates
Deliver timely and accurate responses to customer and representative inquiries, including order status, lead times, and technical coordination
Build and strengthen strategic relationships with representatives to enhance responsiveness, trust, and overall customer satisfaction
Drive urgency and execution across the function by identifying bottlenecks, expediting orders, and aligning cross-functional teams
Own and lead exception management, including escalations, delays, and complex order issues, ensuring timely and effective resolution
Partner cross-functionally with Sales, Manufacturing, Engineering, Warranty, and Supply Chain to align priorities and deliver on customer commitments
Support achievement of the aftermarket sales plan through close collaboration with Aftermarket leadership and plant teams
Serve as a key facilitator of communication between internal stakeholders and external representatives to ensure seamless execution
Identify, prioritize, and implement process improvements that enhance speed, communication, and operational efficiency
Contribute to and help lead continuous improvement initiatives across the Aftermarket function