Customer Account Manager, Military & Defense

Customer Account Manager, Military & Defense
Mason, Ohio
Reports to: Director- Military

This role is limited to U.S. citizens and lawful permanent residents, in accordance with applicable legal and regulatory requirements.

RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses – Rhinestahl and HYDRO Systems – we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, and Biberach, Germany. For further details visit RHAero.com.

Make an impact as the commercial and operational point of contact for assigned U.S. Government, military, and major defense OEM customers. Coordinate quotations, orders, documentation, and delivery updates from initial request through fulfillment.

Gain exposure across the customer order lifecycle, partnering with Sales, Order Fulfillment, Supply Chain, Finance, Quality, Engineering, Logistics, and Service. Build dependable customer relationships, communicate clear updates, and help resolve issues that keep customer commitments on track.

• QUOTING & INSIDE SALES SUPPORT
  • Serve as the primary commercial and operational point of contact for assigned U.S. Government, military, and major defense OEM customers.
  • Manage customer requests, RFQs, transactional quotations, bids, and follow-up from receipt through submission.
  • Coordinate pricing, lead-time, technical, compliance, and availability inputs with internal stakeholders; prepare quotations in SAP or coordinate with Pricing Specialists.
  • Create and maintain opportunities and sales-funnel information in Salesforce, and support supplier questionnaires and compliance documentation.
• ORDER ENTRY & PROCESSING
  • Review and process customer purchase orders against quotations, pricing, delivery commitments, and contractual requirements, ensuring applicable FAR, DFARS, contractual flowdowns, and customer-specific government requirements are identified and appropriately coordinated. Support required government documentation and customer portal activities, including WAWF and interactions associated with DCMA requirements, as applicable.
  • Create and maintain accurate sales orders in SAP, or coordinate entry through the appropriate specialist, and issue order acknowledgements within established turnaround expectations.
  • Maintain accurate customer, pricing, delivery, billing, shipping, and order information; support pre-payment, pro-forma invoice, payment-plan, stock-availability, and advance-release activities.
• CUSTOMER ORDER SUPPORT
  • Partner with Order Fulfillment to obtain line-level production, lead-time, and delivery updates and consolidate them into accurate, consistent customer status reports.
  • Provide scheduled and ad hoc updates on open orders, proactively communicating delays, risks, changes, and required customer actions.
  • Coordinate shipment issues, training, commissioning, acceptance testing, complaints, repair requests, spare-parts inquiries, and other fulfillment activities as applicable.
  • Escalate unresolved customer or order issues to the appropriate owners and track actions through closure.
• ACCOUNT ADMINISTRATION
  • Maintain accurate customer, opportunity, quotation, order, and communication records across ERP, CRM, and customer portals.
  • Coordinate across Sales, Order Fulfillment, Supply Chain, Engineering, Quality, Finance, Logistics, Service, and external partners to support customer meetings, account reviews, and commercial execution.
  • Follow up on outstanding invoices and payments with Finance, while Sales leadership retains accountability for negotiations and disputed-payment resolution.

• Experience supporting U.S. Government, Department of Defense (DoD), military customers, or major defense OEMs.
• Working knowledge and practical experience with FAR, DFARS, contractual flowdowns, and customer-specific government requirements, with the ability to identify requirements that impact quotation, order processing, documentation, and fulfillment.
• Knowledge of or experience working with Wide Area Workflow (WAWF) and Defense Contract Management Agency (DCMA) requirements/processes in support of government or defense customer orders.
• Direct experience preparing or submitting quotations and pricing, reviewing purchase orders, entering orders, and communicating order status for U.S. Government or major defense OEM customers.
• Experience using government and customer portals to support quotation, order, documentation, invoicing, or status-management activities.
• Experience in customer account management, inside sales, order management, sales operations, or commercial operations within aerospace, defense, aviation, manufacturing, MRO, or another regulated technical environment, including coordinating customer requests from quotation through order fulfillment and post-order support.
• Experience coordinating pricing, lead-time, technical, quality, shipping, and billing inputs across internal teams; identifying discrepancies between customer requests, quotations, and purchase orders; and engaging the appropriate owners to resolve them.
• Strong attention to detail with the ability to manage multiple customer accounts, contractual requirements, priorities, and deadlines while ensuring accurate and timely execution.
• Experience preparing open-order or backlog reports, consolidating line-level production and delivery updates, and clearly communicating delays, risks, changes, and required actions to customers. Strong written and verbal communication skills and dependable follow-through are essential.
• Experience managing customer escalations, shipment issues, order changes, or invoice discrepancies through cross-functional coordination, maintaining clear action records, and following issues through resolution while balancing multiple accounts and deadlines.
• Experience using ERP, CRM, and Microsoft Office tools to maintain accurate customer, opportunity, quotation, and sales-order records and support reporting; SAP, Epicor, Salesforce, and Excel experience is advantageous.
• Commitment to company values and business ethics.
• This role is based in Mason, Ohio.
• Candidates must be U.S. citizens.

We offer a comprehensive benefits package designed to support our team’s health, financial security, and overall well-being. The company offers competitive medical, dental, and vision plans, HSA and FSA plans, Mental health resources, and employee assistance programs. We offer Paid Parental Leave, Company Paid Long Term Disability, competitive 401k employer match, floating holiday, tuition reimbursement program, amongst other benefits.

We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. The company participates in E-Verify as required by law.