Customer Account Manager - Aerospace/Defense, Space

What Nortech Offers

• Competitive compensation
• Outstanding benefits package including medical, dental and vision insurance for employee & family, including a 100% company-paid base medical plan for employees; 401k with company match; tuition reimbursement and PTO
• A diverse and inclusive workplace fostering responsible social engagement
• Training and opportunity for advancement

Primary Responsibilities:

• Build and maintain relationships with and represent Company products and services to assigned customers; handle primary negotiation as needed; develop new business and expand current product lines.
• Participate in Business Development and Quote Administration activities; anticipate, communicate, and plan for customer support needs to facilitate positive customer onboarding experiences.
• Assist with leading and facilitating new product introductions (NPI) or product change requests by engaging internal partners as needed to promote positive outcomes for Nortech and its customers.
• Responsible for key account metrics (OTD, Quality, Profitability, Inventory, etc.)
• Monitor, track and report on customer inquiries and concerns from initial contact through resolution; maintain open communication lines with internal partners and customers as appropriate, ensuring prompt attention and follow-up.
• Identify, track, and report patterns of concern with product quality, packaging, delivery, parts, invoicing, or other Company operational or service components; actively and constructively contribute to continuous improvement efforts.
• Oversee and ensure timely and accurate data entry into Company systems; assist with Customer Account Representative training and development, monitor progress and provide performance input.
  May supervise others.
• Assist with or handle escalated customer inquiries and concerns from Customer Account Representatives as needed including shipping and delivery, quality, invoice, payment, and other issues; coordinate resources and track investigation of issues through to mutually acceptable resolution.
• Assist with ensuring customer forecasts, master plans and schedule are in sync; develop and recommend solutions to program problems and engage internal partners as appropriate to resolve problems.
• Participate in managing P& L aspects by customer, including revenue/sales, costing and pricing activities for margin and efficiency.
• Drive and facilitate the use of Company software tools for quoting, forecasting, customer interactions, and customer complaints or corrective actions; communicate as appropriate to Company personnel.
• Deliver monthly/quarterly updates on performance metrics and delivery of Company value to customers as outlined in Nortech’s customer strategic planning and/or agreements.
• Monitor contract performance to guarantee compliance with specific defense mandates, including cybersecurity (CMMC).
• Review and communicate complex aerospace and defense customer requirements, quality standards, and technical specifications to internal teams and subcontractors.
• Participate in and contribute to customer planning, contract proposals and negotiation, and onboarding activities as assigned.
• Demonstrate and support Nortech’s Mission, Core Values, policies and procedures at all times.
• May perform other duties and responsibilities as assigned including travel such as to customer or plant work sites.

What We’re Looking For:

• Strong relationship-building and communication skills.
• Experience in manufacturing and aerospace and defense environments.
• Strategic thinker with strong business acumen.
• Proven problem solving and decision making abilities.
• Ability to lead cross-functional initiatives and influence outcomes.
• Data driven approach to managing customer success and business growth.
• Continuous improvement and results oriented mindset.

Education & Background: