Senior Account Representative (Account Management)

At ACE Thermal Systems, we design, engineer, manufacture, and support high-performance environmental control systems (ECS) and components for extreme temperature and operating conditions and reliable everyday use.

As your single source, dedicated supplier for bleed air systems, air conditioning systems, cabin pressure control systems, components, and more, the ACE team acts as a key extension of your team, providing intelligent innovation and proven design methodologies to deliver safe, reliable, air control technologies and systems for aircraft.

Our mission is to be the trusted source of mission critical products and services for Aerospace and Defense customers. We do this by exceeding customer expectations through innovative products and processes. We are committed to fostering a dynamic, collaborative environment that encourages professional growth and innovation.

Position Summary:

The Senior Account Representative is an important member of the Customer Relations team. In this role you’ll be the first line of communication with ACE’s high-level aerospace business customers. You’ll provide proactive support to our clients for incoming orders, through the production cycle while working with operations, quality, and other key departments, to handle requests, order production challenges, and resolve customer concerns.

The main responsibility of the Senior Account Representative is to manage key customer accounts. This includes building strong relationships with customer contacts, maintaining proper documentation, entering accurate data in company database systems, troubleshooting customer service issues, and responding to customer concerns. As the Senior Account Representative, you’ll also coach and guide other account reps on the team.  Additional responsibilities include...

• Maintain strong relationships and manage customer expectations related to production and operational indicators.
• Develop and maintain long-term order forecasts for all assigned customer accounts.
• Coach and guide team members and serve as a point of escalation for less experienced team members.
• Troubleshoot customer service issues and address challenges with internal departments, to completion.
• Enter orders into ERP and maintain customer records in Salesforce.
• Lead daily and weekly reports for the Customer Support team.
• Be a key assistant to the department manager for collecting, maintaining, and reporting department metrics.
• Lead special projects as required.
• Provide coverage for team members when needed.