Customer Account Specialist

Description

Duties and Responsibilities:

Customer Relationship Management: 

• Build and maintain strong relationships with customers
• Serve as the primary point of contact for customer inquiries, providing timely communication and resolution of issues
• Address all customer inquiries, concerns, and requests
• Develop and maintain a thorough understanding of customer’s products, processes, portals, and key contacts Collaborate with internal teams to resolve customer issues related to delays, quality, and billing issues
• Investigate customer concerns, identify solutions, and communicate outcomes to ensure satisfaction
• Engage and meet with customers regularly
• Manage customer portals to provide updates and retrieve data

Order Processing and Coordination:

• Receive and process purchase orders and purchase order changes ensuring accuracy, alignment with contractual terms, and quality requirements
• Assist in quoting activities with customers such as Aircraft on Ground (AOG), expedite requests, and cancellations
• Coordinate Return Merchandise Authorization (RMA) activities with Quality, Finance, and Production
• Update milestone charts, status updates, and progress reports according to customer requirements.

Sales Support and Key Performance Indicator Reporting:

• Analyze industry trends and market demands to help identify growth opportunities
• Identify new business opportunities with existing and potential customers
• Maintain records of customer interactions and resolutions for customer satisfaction reporting

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Activities, duties, or responsibilities may change at any time with or without notice.

Requirements

Qualifications:

• Proven experience in inside sales, account management, or a related role.
• Strong communication, negotiation, and relationship-building skills.
• Excellent organizational skills and attention to detail.
• Strong organizational and time-management skills
• Ability to work independently and collaboratively in a fast-paced environment
• Proficient with Microsoft Office Suite and related software  

Wage Range:

The pay range for this role considers several factors, including but not limited to required experience, skill level, prior training, education, and other business needs.

Physical Requirements/Work Environment:

• The physical requirements described below are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions.
• Consistent use of computer. 
• Consistent use of hands and fingers to reach, manipulate, handle, and hold material.
• Consistent use of vision abilities including close vision, distance vision, color vision, depth perception, and spatial relationship.
• Consistent use of hearing ability to receive detailed information through oral communication.
• Consistent use of speaking ability to express or exchange ideas, communicate detailed information, or convey instructions.
• Frequent lifting of 5 or 10 pounds, with occasional lifting to 35 pounds.
• Occasional exposure to manufacturing shop floor, requiring use of Safety Glasses.
• Occasional exposure to excess noise levels, occasionally necessitating the use of Hearing Protection.

 Benefits Offered:

• 401(k) with a percentage company-match contribution
• Medical, dental, vision, voluntary life & ADD, accident, and critical illness insurances
• Company-paid life, ADD, and long term disability insurance
• Paid holidays
• Paid time off
• Employee Assistance Plan

ITAR – US Person Status: 

Due to Orion Industries’ participation in the defense industry, International Traffic in Arms Regulations (ITAR) requires that access to sensitive information and material pertaining to defense and military related technologies may only be accessed, viewed, or shared by US Persons as defined by law. A “US Person” can be a US citizen; a lawful permanent legal resident or an individual who has been admitted as a refugee or asylee. 

Pre-Employment Drug and Background Screenings:

Orion Industries is a Drug-Free workplace. Pre-employment drug screen required, including for the presence of marijuana and cannabis metabolites, due to the safety-sensitive nature of our business. Any applicant selected for this position will be required to submit to a background screening.