Commercial Account Administrator

At Doncasters we have an exciting opportunity for a Commercial Account Administrator to join our team in Groton. Why join us? Did you know that every time you take a flight, drive somewhere, or switch on a light, there’s a chance Doncasters played a part in making that happen? We are a specialist manufacturer of complex precision cast components for aerospace engines and industrial gas turbines, supporting leading OEM programs. We excel in turning metals into motion, working in alloys and manufacturing complex product designs to offer an unparalleled range of solutions for high performance and specialist applications. We employ more than 3,000 people across 14 core manufacturing facilities globally, providing the scale and expertise required to serve leading aerospace engine and IGT OEMs. At Doncasters, we believe in doing things the right way. That means acting with integrity, delivering with commitment, and working as one team to achieve more, together. Whether you're developing precision-engineered components, running world-class manufacturing operations, or supporting our people and processes, your role is part of something much bigger. Join us and contribute to a legacy built on performance, precision, and the values that drive us forward - excellence, commitment, integrity, and teamwork. What we can offer you: An interesting and varied field to work in An environment where you can learn and grow through constant development opportunities PTO Competitive 401K Competitive medical insurance The Role The Commercial Account Administrator serves as the primary point of contact for customers' commercial teams, managing day-to-day account activities and supporting the delivery of customer commitments. Working closely with the Site Sales Manager, this role is responsible for maintaining strong customer relationships, coordinating order execution, communicating delivery performance, and supporting customer satisfaction and retention. Acting as the voice of the customer within the Site, the Commercial Account Administrator works cross functionally with Sales, Quality, Engineering, Operations, and Production Planning to resolve issues, improve service performance, and align customer requirements with Site and Company objectives. The role also supports the identification of opportunities to strengthen customer relationships and develop existing accounts. Responsibilities include but not limited to: Customer Account Management Serve as the primary point of contact for day-to-day commercial customer inquiries, requests, and account-related matters. Build and maintain effective customer relationships through proactive communication, timely responses, and consistent follow-through. Understand customer requirements, priorities, and expectations, ensuring these are communicated effectively to the relevant internal stakeholders. Support customer retention and account development by identifying service improvement opportunities and communicating potential commercial opportunities to the Site Sales Manager. Order Management and Delivery Performance Accurately and promptly process customer purchase orders, order amendments, and related transactions within Epicor (ERP) and CompliantPro (Quality Management System), in accordance with applicable procedures. Monitor order status, work-in-progress (WIP), and delivery commitments to provide customers with accurate and timely updates on short- and long-term delivery schedules. Proactively identify potential delivery risks, order discrepancies, and changes in customer requirements, coordinating appropriate actions with internal stakeholders. Maintain accurate customer order information and ensure relevant systems and records reflect the latest agreed requirements and commitments. Enroll in the customer designated portals to facilitate the exchange of PO/schedule updates and transfer of commercial/technical documents. Cross-Functional Coordination and Issue Resolution Coordinate activities across Sales, Quality, Engineering, Operations, and Production Planning to address customer issues, resolve delivery challenges, and support adherence to customer commitments. Facilitate timely communication and escalation of issues that may affect customer satisfaction, delivery performance, quality, or commercial commitments. Follow through on corrective actions and customer requests, ensuring clear ownership, appropriate communication, and timely resolution. Represent the customer's interests internally while balancing customer expectations with Site capacity, operational priorities, and Company objectives. Commercial and Financial Support Monitor customer payment status and follow up on overdue invoices in accordance with agreed payment terms and established credit control procedures. Support the preparation of commercial information, account reviews, customer presentations, and supporting materials for on-site customer visits. Coordinate commercial inquiries, quotations, pricing requests, and other account-related documentation with the Site Sales Manager, as applicable. Support internal and external audits by providing relevant commercial records, customer documentation, and account information. Identify and communicate opportunities to improve account performance, customer service, and commercial processes. Customer Experience and Continuous Improvement Act as the voice of the customer within the Site, providing regular feedback to the Site Sales Manager and Management Team on customer expectations, concerns, satisfaction, and emerging requirements. Recommend improvements to processes, communication, and cross-functional collaboration to strengthen customer satisfaction and Site performance. Contribute to the achievement of relevant customer service, delivery, quality, and commercial performance objectives. Perform other related duties as assigned by the Site Sales Manager. Interested? If you have any of the below skills, we would love to talk to you about your next career move: Associate's or Bachelor's degree in Business, Engineering, Manufacturing Technology, or a related field preferred. Equivalent practical experience in customer account management, commercial support, customer service, or a manufacturing environment may be considered in lieu of formal qualifications. Strong customer relationship management and communication skills, with the ability to engage professionally with customer representatives and internal stakeholders. Commercial awareness and an understanding of how customer requirements, delivery performance, quality, and service levels affect customer retention and business performance. Strong problem-solving, organizational, and prioritization skills, with exceptional attention to detail and accuracy. Ability to manage multiple priorities, respond effectively to changing requirements, and work to deadlines in a fast-paced manufacturing environment. Effective cross-functional coordination skills, including the ability to influence stakeholders, resolve issues, and drive actions to completion. Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint. Ability to use ERP and quality management systems, preferably Epicor and CompliantPro. General understanding of manufacturing processes, preferably investment casting, and their impact on production planning, quality, lead times, and delivery commitments. Ability to interpret customer requirements and translate them into clear, actionable internal priorities To Apply Apply online. We’ll be in touch with you quickly after receiving your application. Equal opportunities Doncasters is committed to achieving workforce diversity and we pride ourselves on creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, national origin, race, age, sex, gender identity, disability- physical or hidden, sexual orientation, veteran status, religious belief, or any other characteristics protected by law. We provide a fully inclusive and accessible recruitment process. We encourage all applicants to reach out if they require any support or accommodations to enable them to thrive throughout our recruitment process. Please contact careers@doncasters.com .