PDC Customer Account Representative

Date Posted:

2025-07-22

Country:

United States of America

Location:

PW116: Muskegon, MI 4905 Stariha Drive, Muskegon, MI, 49441 USA

Position Role Type:

Onsite

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position.​ The company will not seek an export authorization for this role.

Security Clearance:

None/Not Required

Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious. Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

What You Will Do:

We have an exciting opportunity to join our team in Muskegon as a Customer Account Representative. In this role, you will be the main point of contact for our customers and be a resource for them to solve a variety of challenges that may arise. The person in this role should be highly attentive to detail and a self-starter. You will be customer focused and solution oriented while maintaining high levels of professionalism to meet the needs of our customers.

Key Responsibilities:

• Serving as key Customer-facing liaison, responsible for regular internal and external communication, building strong Customer relationships and managing Customer mood – making escalations infrequent, and improving overall health of assigned Customer accounts for New Spares and Repairs
• Providing oversight, guidance, and mentoring of the Frontline Customer Support Representative (CSR) teams for New Spares and Repairs to build community and to improve throughput, productivity, and overall Customer Experience
• Acting as Customers’ first escalation point to resolve problems – internal and external – when issues are not able to be resolved in a timely manner by the Frontline CSR teams for New Spares and Repairs 
• Resolving shortage issues by making sure to explore all options and ensuring “voice of the Customer” is at the forefront of all conversations and decisions
• Managing assigned Customer Open Order Reports and special assigned internal accounts, i.e. Return Material Authorization - Miscellaneous, Return Material Authorization – No Certificate, External Stock, eStock, Warranty, etc., by working proactively with assigned Frontline CSRs to resolve blocking issues in a timely manner
• Achieving mastery of assigned Customers’ requirements and flowing down information including but not limited to key contractual information, discount structure, etc. 
• Developing and communicating accurate sales forecasts to Management and Inventory & Planning Team
• Establishing and validating key performance indicators
• Making process improvements to enhance the overall Customer Experience
• Actively growing knowledge of parts, engine models, aircraft, and fleets
• Travelling as required

 

What You Will Learn:

• PWC Programs structure as well as the interworking’s of how intercompany involvement assists the program.
• PWCS’s involvement in successful aftermarket support ensuring on time delivery and service level performance indicators are achieved.
• How to develop strategic sales plans to position product offerings to maximize inventory turns and revenue.

Qualifications You Must Have: 

• Bachelor’s degree in a related field with 2 years prior experience in a customer service/sales environment, OR an Associate’s Degree and 4+ years relevant experience.

Qualifications We Prefer:

• Previous experience in an aviation or manufacturing environment with a high volume of customers
• Strong interpersonal skills and ability to communicate across multiple levels of the organization

What is my role type? In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment.

This role is:

• Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all producti