Customer Accounts Manager

Customer Accounts Manager

RTCA is a precision aerospace and defense manufacturing group built on decades of hands-on machining expertise, with roots spanning more than 50 years. We support mission-critical commercial and government aerospace programs across North America through four U.S. Centers of Excellence operating as an integrated platform with 200+ CNC machines and a team of 500+ professionals.

Unlike large organizations where roles can be narrow, RTCA offers hands-on ownership and real visibility – you understand how your work supports the team, the operation, and the end customer. Our flat structure allows employees to take initiative, grow their skills, and have their contributions recognized, while still providing the stability, advanced technology, and meaningful work of an established aerospace manufacturer.

At RTCA, we believe in teamwork, excellence, and delivering with pride. One Team! One Mission!

How You'll Make an Impact:

The Customer Accounts Manager (CAM) owns the customer relationship for assigned accounts and leads customer service activities from RFQ and order intake through delivery. As the customer's primary point of contact, the CAM works across RTCA's teams and divisions, including Sales, Contracts, Estimating, Planning, Operations, Engineering, Quality, Supply Chain, and Shipping, to align customer expectations with internal execution, protect on-time delivery, and strengthen customer satisfaction. CAMs own a range of accounts, from smaller and intercompany (interco) accounts to larger, more complex customers.

What You'll Be Doing as a Customer Accounts Manager:

• Serve as the primary point of contact and relationship owner for assigned customer accounts.
• Oversee customer service activities for assigned accounts, including RFQs, order intake, PO changes, acknowledgments, and customer portals.
• Set and communicate delivery commitments; report account status to customers and leadership.
• Work with cross-functional teams and divisions (Planning, Operations, Engineering, Quality, Supply Chain, and Shipping) to align customer requirements with production plans and delivery commitments.
• Support contract reviews and flow-down requirements, and work with Estimating and Sales on quotes.
• Monitor account performance, including on-time delivery, backlog, past due orders, and open issues.
• Lead escalations and recovery plans for late or at-risk orders, including cross-division work.
• Set job priorities and expedite orders to protect customer delivery dates, partnering with Production Control and Operations where those functions are in place.
• Manage customer change requests and schedule changes through resolution.
• Lead resolution of customer complaints, shipment discrepancies, and quality concerns in partnership with Quality and Operations.
• De-escalate frustrated customers, listen to their concerns, and drive issues to resolution with clear, timely communication.
• Coordinate intercompany (interco) work and orders between RTCA divisions.
• Maintain account trackers and milestone reports.
• Improve processes related to order entry, customer communication, and account management.
• Guide, train, and support Customer Service Associates where applicable.
• Performs other duties as assigned.

Required Qualifications (Education, Skills and Experience):

• Bachelor's degree in Business, Supply Chain, Engineering, or related field, or equivalent experience in aerospace manufacturing.
• 4+ years of customer service, account management, or program management experience in aerospace, precision machining, or defense manufacturing.
• Experience independently owning customer accounts, including purchase orders, schedules, and customer communications, in a manufacturing environment.
• Proven ability to de-escalate customer complaints, develop resolutions, and work with other departments to resolve problems.
• Strong communication and relationship-building skills.
• Ability to work across cross-functional teams and resolve issues without direct authority.
• Proficiency with Microsoft Office and ERP/MRP systems.

Preferred Qualifications (Education, Skills and Experience):

• Familiarity with AS9100 quality systems.
• Knowledge of ITAR compliance requirements and aerospace contractual flow-down clauses (FAR/DFARS).
• Experience supporting customers across multiple sites or divisions.
• Exposure to quoting, estimating, or contract reviews.

Compensation and Benefits:

• Medical, dental, and vision insurance coverage.
• Choice of medical plan options, including a no-cost employee-only coverage plan
• HSA-eligible health plan with employer contributions
• Basic and supplemental life insurance
• Long-term disability coverage
• 401(k) plan with up to a 6% QACA company match
• Paid time off including vacation, sick time, and nine (9) paid company holidays
• Shift differentials for applicable off-shifts
• Discretionary bonus programs based on position and company performance

Please note 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. Duties, responsibilities, and activities may change at any time with or without notice.

This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22 C.F.R. § 120.15 is required.

RTCA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.