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Account Manager - Customer Service

Customer Support/Client Care Jobs
Aero Controls, Inc.

Job Summary

Full Time
Posted on
August 15, 2018
Aero Controls, Inc.
Auburn, WA
Years of Experiences
1 - 3
3 - 5
5 - 10
> 10
Career Level
Experienced (Non-Manager)
Education Level
High School or equivalent, Certification, Some College Coursework Completed , Associate Degree, Bachelor's Degree, Master's Degree
starting at $50k

About Aero Controls, Inc.

Aero Controls, Inc. is a minority-owned, FAA certified repair station #IU6R626N headquartered in the beautiful Pacific Northwest. Founded in 1984, Aero Controls, Inc. has built a reputation based on quality products and services. We are committed to provide the best possible value to our customers and continually work to set the standard in aerospace technologies. Specializing in overhaul repairs and component sales, our breadth of services and inventory has enabled us to serve some of the biggest names in the airline industry.

Contact name
Human Resources

Job description

POSITION:           Account Manager – Customer Service

 Status:                  Exempt

 Location:             Auburn, Washington

 Department:      Customer Service



This position is responsible for the customer account management for all assigned customer accounts by meeting customer contract obligations and relevant Company and Customer KPI’s, develop strategy to increase business opportunity,  on-going relationship building, processing repair quotes and flat exchange sales orders, market research, trades and cold-calling. This position also backs up other team members with different customer accounts to provide seamless customer service support. The position fosters strong customer relationships through interpersonal skills and professional, timely and accurate communication to meet or exceed customer expectations and Company objectives. This position reports to the Director of Customer Service. The position is highly visible and has a significant impact on the organization’s earnings, operations and reputation.


  • Manage customer report cards, status reports and internal KPI’s that affect each account.

  • Develop business strategies to increase win-win opportunities.

  • Accounts as designated by the Director of Customer Service, will be visited or teleconferenced on a regular quarterly basis with travel inclusive.

  • Report monthly on performance metrics and business updates that are relevant to our business relationship, i.e. fleet growth, new routes, retiring aircraft, new contacts, RFP’s, etc.

  • Active role with accounting and all credit processes inclusive of analysis of financial health.

  • Develop and create information flyers that solicit repair capability by fleet commonality.

  • After hour and offsite communications will be required utilizing Company supplied equipment.

  • Actively review open customer accounts and process orders, requests or inquiries in a timely, accurate and cost effective manner. Provide detailed and accurate information to internal and external customers in a timely manner.

  • Identify, analyze, and present options to internal and external customers to maintain or increase sales opportunities and promote total customer satisfaction.

  • Provide support and assist the Company as necessary for Airplane on Ground (AOG), Request for Proposal (RFP) and other assigned processes.

  • Follow established customer service guidelines and protocols.

  • Resolve or assist or with dispute resolution.

  • Be a team player to assist the department and company reach financial and performance goals

  • Execute repairs strategy to meet or exceed revenue targets.

  • Establish, maintain and follow-up communication with internal and external customers.

  • Perform general office administration duties including tracking and coordination of shipping parts, preparing monthly reports for internal tracking of goals, copying, faxing and filing.

  • Provide customer feedback to help support customer requirements.

  • Report to work on a regular and consistent basis.



  • Deliver financial and targeted results.

  • Provide customer assistance in a timely manner.

  • Build alliances, partnerships and collaboration with co-workers in a tactful, professional and respectful manner. Be a team player with strong interpersonal skills.

  • Demonstrate excellent presentation, verbal and written communication skills (face-to-face, via email and over the telephone) including listening to others attentively and retaining and processing information.

  • Effectively negotiate and problem solve to close sales transactions.

  • Arrange competing priorities to meet goals and deadlines.

  • Proficiently utilize MS Office and internal software.

  • Commit to passionately and consistently promoting a professional culture that is trustworthy, honest, and socially responsible while championing an energetic and positive work culture.

  • Promote and carry out the objectives of the organization in a positive and professional manner.

  • Build commitment to team, company, mission and customer through direct communication and positive role modeling.



  • High School diploma or equivalent.

  • A minimum of three (3) years of working in a sales and/or customer service capacity.

  • Any combination of education and experience to demonstrate proficiency.


  • Bachelor’s degree in business, marketing, or related field from an accredited institution.

  • Five (5) or more years in a sales and/or customer service position.

  • Five (5) or more years in purchasing position.

  • Familiarity with aviation industry, aircraft knowledge and technical documents.


  • Frequent work in an office environment.

  • Use of Company mobile devices, computer programs and systems.

  • Occasional local and regional travel.



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