Customer Account Representative
About The Position
The Customer Account Representative owns and supports a portfolio of customer accounts, builds long-term relationships, and serves as a primary contact for order and service-related inquiries. The role processes and manages purchase and sales orders from entry through fulfillment, maintains accurate customer, order, and shipment records in ERP/MRP systems, and communicates information about order status, shipments, availability, and scheduling. The representative investigates and resolves complex customer issues, coordinates with internal teams, and follows through on escalations to help ensure a positive customer experience. This permanent position is based onsite in McMinnville, Oregon. The schedule is a four-day work week with 10-hour shifts, typically approximately 6:30 a.m. to 4:30–5:00 p.m., with a 30-minute to one-hour lunch break. Overtime opportunities are available on Fridays, when the office is closed, through work-from-home arrangements. The role is in a collaborative, cubicle-style professional office and offers account ownership, teamwork, and opportunities for internal transfers and career advancement within an international aerospace organization.
Requirements
- Demonstrated experience in customer account management, customer operations, or a closely related role.
- Hands-on experience managing and processing orders, including purchase orders and sales orders.
- Strong customer-facing communication skills and the ability to explain order details, timelines, and issues clearly and professionally.
- Ability to resolve issues and manage escalations promptly and thoroughly.
- Practical experience using ERP or MRP systems to enter, update, and track orders and customer information.
- Proficiency in Microsoft Excel for basic data entry, tracking, and reporting.
- Experience coordinating across production, operations, planning, sales, or similar internal teams.
- Ability to prioritize effectively in a fast-paced environment with competing deadlines.
- Strong attention to detail and follow-through, including accurate order entry and consistent customer communication.
Nice To Haves
- Experience with SAP, Oracle, or comparable ERP/MRP platforms.
- Background in manufacturing, aerospace, industrial, distribution, or supply chain customer service.
- Experience managing an order book, including open orders, backlogs, and changes to customer requirements.
- Experience handling shipment delays, delivery date changes, expedites, and customer escalations.
- Intermediate Microsoft Excel skills, including PivotTables and VLOOKUP.
- Prior experience in a role such as Customer Account Representative, Customer Service Representative, Inside Sales Representative, Order Management Specialist, Customer Account Specialist, Sales Coordinator, or Customer Operations Specialist.
- Experience owning customer accounts in manufacturing or distribution and processing purchase orders or sales orders through an ERP system.
- Experience communicating directly with customers about deliveries, delays, and order changes and coordinating with operations or production teams.
Responsibilities
- Own and manage assigned customer accounts and serve as the primary point of contact for order and service-related inquiries.
- Process and manage customer purchase orders and sales orders from initial entry through fulfillment.
- Maintain accurate, up-to-date customer, order, and shipment information in internal ERP/MRP systems.
- Monitor order activity and provide timely, accurate updates about order status, shipments, product availability, and scheduling.
- Investigate root causes of complex customer issues and product-related questions, and provide clear, actionable solutions.
- Communicate proactively with customers by email, phone, and virtual meetings to share updates, clarify requirements, and strengthen relationships.
- Coordinate with production, operations, planning, sales, and other internal groups to gather information, align priorities, and address customer needs.
- Escalate and follow through on delayed orders, scheduling conflicts, and other customer concerns.
- Assist with departmental reporting and KPI tracking to support continuous improvement and transparency.
- Identify process improvement and customer experience opportunities and share recommendations with the team.
- Manage competing priorities in a fast-paced environment while maintaining accuracy and attention to detail.
- Coordinate internally on shipment delays, delivery dates, expedites, and customer escalations, providing customers with clear and consistent communication.
- Support order-book management, including monitoring open orders, backlogs, and changes to customer requirements.
- Use Microsoft Excel and ERP/MRP tools to analyze data, create reports, and support account-related decisions.
Benefits
- Comprehensive health coverage, including medical, dental, and vision.
- Retirement savings plans with company participation.
- Paid time off and paid holidays.
- Parental leave and family-friendly benefits.
- Flexible work arrangements aligned to role and customer needs.
- Professional development and training within a global aerospace organization.
- Four-day work week.
- Overtime opportunities on Fridays through work-from-home arrangements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
