Customer Account Representative I

About the Role

Key Responsibilities

• Receive, review, and process customer purchase orders via manual entry into PAC ERP system, EDI transmissions, and/or customer-owned systems/supplier portals.
• Process and handle AOG (Aircraft On Ground) customer purchase orders and track to delivery.
• Communicate and distribute reports and trend analysis for order and delivery status to internal/external customers as required.
• Maintain all relative order transaction data in PAC's system of record per SOX and internal compliance requirements.
• Analyze and resolve customer account discrepancies working with customers and accounting.
• Coordinate product deliveries with Customs group and third-party suppliers to ensure on-time delivery of customer orders per PAC commitment dates.
• Ensure all FAA/Conformity requirements are adhered to, pursuant to customer and PAC Quality requirements.
• Monitor and analyze supply/demand schedules to support company sales commitments and maintain scheduling accuracy of 95% or greater.
• Troubleshoot and resolve backorder and backlog orders to ensure order fulfillment within established on-time delivery tolerances.
• Facilitate flow of orders and product expedites through PAC's Supply Chain to meet customer and field requirements.
• Coordinate replacement, exchanges, and reverse logistics of defective or lost products.
• Continuously audit and maintain Customer Profile, Freight Directives, and ensure accuracy of Commercial Terms on open orders.
• Manage Holds Clearing of customer purchase orders to prevent impact on deliveries and on-time trends.
• Track and issue customer incentives, credits, and concessions as required by contract.
• Apply customer-specific price lists during demand scheduling to ensure billing accuracy.
• Support Finance with AR collections, troubleshoot product rejections, conformity issues, incorrect shipments, Proof-of-Delivery, and QA documentation.
• Report KPIs to management, including Holds Clearing, Scheduling, Past Due Lines, etc.
• Attend and facilitate Supply Chain meetings, report on program health, statuses, and issues, and establish corrective actions.

Requirements

• Good understanding of the full Just-In-Time (JIT) supply chain process.
• Excellent communication skills to interact with a diverse multi-level organization and global customer base.
• Outgoing, self-motivated, well-organized, and detail-oriented.
• Creative problem solver with conflict resolution skills.
• Intermediate working knowledge of computers and software packages (Windows, Excel, Word, PowerPoint), with emphasis on Excel and Access.
• Oracle or ERP system experience highly desired.
• Ability to work independently and make decisions with minimum supervision.
• Ability to understand and interpret technical and contractual language.
• Ability to travel domestically and internationally up to 5%.
• Ability to sit for extended periods working at a PC using repetitive motion.
• Minimum 4 years' work experience in a customer service and supply chain environment.
• Minimum 2 years' work experience in aircraft or electronics industry highly desired.
• In-flight entertainment experience highly desired.
• Ability to work in a fast-paced environment and handle multiple priorities.

Nice to Have

• Experience with aircraft or electronics industry.
• Experience with in-flight entertainment industry.
• Experience with Oracle or ERP systems.

Qualifications

• Minimum 4 years' work experience in a customer service and supply chain environment.
• Minimum 2 years' work experience in aircraft or electronics industry highly desired.

Benefits & Perks

• Highly competitive, comprehensive, and flexible benefits program.
• Paid time off: flexible personal and vacation days, 14 vacation days, 7 sick days, 3 personal days, 11 company paid holidays.
• Health Insurance: Medical, Dental, Vision options.
• 401K with 50% match on up to 8% contribution, fully vested from day 1.
• Additional offerings include wellness programs, counseling, FSA & HSA, life insurance, disability, critical illness, accident insurance, legal assistance, pet insurance, identity theft protection, education assistance, commuter program, employee purchase program, and service awards.
• Office closures during holidays and additional compensation for holiday work where applicable.
• Pre-employment drug testing required for safety-sensitive positions.