Customer Account Leader

Standard Aero•Richmond, BC

12d•Onsite

About The Position

As a Customer Account Leader, you will serve as the primary liaison between customers and internal teams, ensuring seamless execution of product transactions across operations, engineering, materials, and sales. You will drive customer satisfaction while balancing business objectives, cost management, and operational performance within a fast-paced, regulated aviation environment.

Requirements

Minimum of 2+ years of experience in a customer-facing, operations, supply chain, or account management role
Minimum of 2+ years of experience managing customer orders or service transactions, including order processing, quoting, or invoicing
Minimum of 1+ year of experience interpreting contracts, purchase orders, or technical documents and applying requirements to business processes
Minimum of 1+ year of experience analyzing cost, pricing, or performance data to support decision-making
Demonstrated experience managing multiple concurrent priorities and meeting established deadlines in a professional environment
Experience collaborating with cross-functional teams (e.g., operations, engineering, supply chain, sales) to achieve business objectives
Experience resolving customer issues or complaints, including identifying root cause and implementing corrective actions
Demonstrated ability to communicate effectively in English, both written and verbal, in a professional business environment
Legally authorized to work in Canada without current or future employer sponsorship

Nice To Haves

Diploma in Business Administration, Commerce, or a related field with a minimum of 2 years of relevant experience, or a Bachelor’s degree in a related field, or an equivalent combination of education and experience
Experience in aerospace, manufacturing, MRO, or other regulated/technical industries
Experience supporting contractual and/or transactional customers (e.g., PBTH, field service, long-term agreements)
Knowledge of inventory management, logistics coordination, or production planning
Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma)
Understanding of export compliance and regulatory requirements

Responsibilities

Act as the primary point of contact for customers, coordinating across operations, engineering, materials, and sales to ensure accurate and timely execution of orders and services
Manage end-to-end order lifecycle, including order intake, validation, work scope changes, estimates, invoicing, and delivery coordination
Interpret customer contracts and technical documentation to ensure compliance with agreed terms, pricing, and regulatory requirements
Monitor cost performance, analyze estimate-to-invoice variances (EIVA), and proactively identify and resolve cost overruns
Provide customers with updates on pricing, scheduling, delivery timelines, and alternative solutions, managing expectations throughout the service cycle
Lead resolution of customer concerns, including root cause analysis, cost impact assessment, and recommended solutions
Coordinate warranty claims, credits, and debits, ensuring accurate and timely resolution
Apply project management principles to plan work scopes, manage timelines, assess risks, and implement mitigation strategies
Maintain accurate data in CRM/Salesforce and internal systems, ensuring compliance with company, customer, and regulatory requirements
Build and maintain strong relationships with internal and external stakeholders while supporting continuous improvement initiatives and team performance