Job DescriptionCustomer Account LeaderLocation: Richmond BC, Canada
Position OverviewAs a
Customer Account Leader, you will serve as the primary liaison between customers and internal teams, ensuring seamless execution of product transactions across operations, engineering, materials, and sales. You will drive customer satisfaction while balancing business objectives, cost management, and operational performance within a fast-paced, regulated aviation environment.
What You'll Do- Act as the primary point of contact for customers, coordinating across operations, engineering, materials, and sales to ensure accurate and timely execution of orders and services
- Manage end-to-end order lifecycle, including order intake, validation, work scope changes, estimates, invoicing, and delivery coordination
- Interpret customer contracts and technical documentation to ensure compliance with agreed terms, pricing, and regulatory requirements
- Monitor cost performance, analyze estimate-to-invoice variances (EIVA), and proactively identify and resolve cost overruns
- Provide customers with updates on pricing, scheduling, delivery timelines, and alternative solutions, managing expectations throughout the service cycle
- Lead resolution of customer concerns, including root cause analysis, cost impact assessment, and recommended solutions
- Coordinate warranty claims, credits, and debits, ensuring accurate and timely resolution
- Apply project management principles to plan work scopes, manage timelines, assess risks, and implement mitigation strategies
- Maintain accurate data in CRM/Salesforce and internal systems, ensuring compliance with company, customer, and regulatory requirements
- Build and maintain strong relationships with internal and external stakeholders while supporting continuous improvement initiatives and team performance
Basic Qualifications- Minimum of 2+ years of experience in a customer-facing, operations, supply chain, or account management role
- Minimum of 2+ years of experience managing customer orders or service transactions, including order processing, quoting, or invoicing
- Minimum of 1+ year of experience interpreting contracts, purchase orders, or technical documents and applying requirements to business processes
- Minimum of 1+ year of experience analyzing cost, pricing, or performance data to support decision-making
- Demonstrated experience managing multiple concurrent priorities and meeting established deadlines in a professional environment
- Experience collaborating with cross-functional teams (e.g., operations, engineering, supply chain, sales) to achieve business objectives
- Experience resolving customer issues or complaints, including identifying root cause and implementing corrective actions
- Demonstrated ability to communicate effectively in English, both written and verbal, in a professional business environment
- Legally authorized to work in Canada without current or future employer sponsorship
Preferred Qualifications- Diploma in Business Administration, Commerce, or a related field with a minimum of 2 years of relevant experience, or a Bachelor's degree in a related field, or an equivalent combination of education and experience
- Experience in aerospace, manufacturing, MRO, or other regulated/technical industries
- Experience supporting contractual and/or transactional customers (e.g., PBTH, field service, long-term agreements)
- Knowledge of inventory management, logistics coordination, or production planning
- Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma)
- Understanding of export compliance and regulatory requirements
Benefits That Make Life Better- Comprehensive Healthcare
- Pension/Retirement Savings Plans
- Paid Time Off & Holidays
- Career Development & Training Opportunities
- Employee Assistance Program
- Inclusive & Collaborative Work Environment
