Customer Account Analyst (Hybrid)

Customer Account Analyst

At our Phoenix Maintenance, Repair, and Overhaul (MRO) facility, we specialize in the repair and support of critical electronic components that keep aircraft operating safely and efficiently around the world. As a Customer Account Analyst, you will serve as a liaison between our customers and internal operations teams, ensuring repair orders move seamlessly through the process while delivering an exceptional customer experience.

What You Will Do

• Serve as a point of contact for customers, providing timely communication and exceptional service throughout the repair process.
• Manage a high volume of repair orders, overseeing 200+ active orders at any given time while maintaining accuracy and responsiveness.
• Coordinate daily with cross-functional teams including Operations, Planning, Engineering, Quality, and Finance to support customer requirements and delivery commitments.
• Administer commercial and military repair orders from receipt through completion, including order entry, quoting, status updates, issue resolution, and invoicing support.
• Review, interpret, and execute customer contractual requirements to ensure compliance and customer satisfaction.
• Proactively identify and mitigate risks that could impact on-time delivery performance, customer commitments, or financial outcomes.
• Investigate and determine warranty claim validity and appropriate disposition.
• Effectively prioritize competing demands in a dynamic, deadline-driven environment.
• Ensure compliance with Global Trade regulations and company policies throughout all customer transactions.
• Utilize business systems and reporting tools to manage order status, customer communications, and performance metrics.

Qualifications You Must Have

• Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field.
• Procurement, buying, or supplier management experience within aerospace, manufacturing, or another highly regulated industry.

Qualifications We Prefer

• SAP proficiency
• Experience supporting Maintenance, Repair, and Overhaul (MRO) operations.
• Government Repair Contract Administration experience.
• Working knowledge of Federal Acquisition Regulations (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS).
• Experience utilizing Commercial Asset Visibility (CAV).
• Experience with Procurement Integrated Enterprise Environment (PIEE).
• Familiarity with military and government customer requirements and contracting processes.

What We Offer

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance,?critical illness?insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• And more!