Customer Service Manager

Serving Customers

Serve as the primary point of contact for aerospace customers regarding order status, delivery schedules, quality concerns, and technical inquiries.

Manage customer communications related to purchase orders, schedule changes, expedites, and delivery commitments.

Cook up customer issue resolution efforts, including late deliveries, quality concerns etc.

Develop and maintain strong customer relationships through proactive communication and exceptional service.

Monitor customer satisfaction feedback and flow to leadership and assist in driving corrections actions to mitigate negative trends.

Participate in customer audits, business reviews, and operational meetings as required.

Shipping & Logistics Management

Oversee all shipping and receiving activities to ensure compliance with customer, regulatory, and aerospace requirements.

Ensure all shipments are properly packaged, labeled, documented, and certified in accordance with customer specifications.

Review and approve shipping documentation prior to shipment as applicable

Cook up shipping priorities to ensure on-time delivery performance objectives are achieved.

Investigate and resolve shipping discrepancies, documentation errors, and transportation issues via root cause and corrective actions.

Maintain compliance with export control, hazardous material, and customer-specific shipping requirements where applicable.

Production & Scheduling Coordination

Work closely with Planning and Operations to align customer expectations with production capacity.

Manage expedite requests and prioritize customer-critical orders.

Monitor work-in-process and proactively communicate potential delivery risks.

Support capacity planning activities by providing customer demand forecasts and schedule visibility.

Participate in daily production meetings to ensure alignment between customer commitments and operational execution.

Quality & Compliance

Ensure compliance with aerospace quality standards including AS9100, Nadcap, customer specifications, and internal procedures.

Support corrective and preventive action activities related to customer complaints and delivery performance.

Ensure all certifications and documentation packages meet customer and regulatory requirements.

Absorb customer audits and supplier assessments as required.

Promote a culture of quality, compliance, and customer satisfaction throughout the organization.

Leadership & Continuous Improvement

Supervise and develop customer service and shipping personnel.

Establish departmental goals, metrics, and performance expectations.

Lead continuous improvement initiatives focused on customer experience, shipping accuracy, and operational efficiency.

Develop standardized processes and work instructions to improve consistency and performance.

Foster collaboration between Customer Service, Shipping, Quality, Planning, and Operations teams.

Company Benefits

• Medical
• Dental
• Vision
• Long term Disability
• Employee Assistance Program
• 401(K)-3% Match
• Holiday Pay

Compensation Range

• $85,000 - $90,000