Customer Service Mgr-BLR

Job Summary

BLR Aerospace is seeking a highly organized, data-driven, and customer-focused Sales Operations & Customer Support Manager. This role serves as the operational backbone of the sales organization, ensuring efficient quote-to-order-to-delivery processes, exceptional customer experiences, accurate reporting, and continuous process improvement.

Required Skills And Qualifications

• Manage and optimize the quote-to-order-to-delivery process to ensure speed, accuracy, and customer satisfaction.
• Support sales leadership with forecasting, pipeline management, and sales performance analytics.
• Maintain customer data integrity and drive adoption of sales processes and best practices.
• Cook up and manage sales documentation with customers on pricing, purchase orders and other customer agreements.
• Partner with Finance, Operations, Supply Chain, and Logistics to ensure alignment and execution of customer orders.
• Lead customer service activities including order status, issue resolution, returns, warranty claims, and escalations.
• Ensure timely and professional responses to customer inquiries.
• Analyze customer feedback and identify opportunities to improve customer experience.
• Coordinate with internal departments to resolve customer issues and drive root-cause corrective actions.
• Create and maintain customer communication processes and support documentation.
• Manage customer onboarding and account maintenance activities.

Required Experience And Education

• Bachelor’s degree in Business, Engineering, Operations, Marketing, Sales, or related field.
• 5-7 years of experience in Sales Operations, Customer Support, Customer Success, or Commercial Operations.
• Working knowledge of fixed-wing, general aviation and rotary-wing aircraft.
• Working knowledge of FAA STC’s and associated STC requirements, documentation, and STC maintenance.
• Understanding foreign STC validation processes a plus.
• Proficiency with Microsoft Office products and reporting tools.
• Demonstrated ability to analyze data and provide actionable recommendations.
• Excellent organizational, communication, and interpersonal skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and process improvement skills.

Preferred Qualifications

• Experience in manufacturing, industrial products, aerospace, technical services, distribution, or related industries.
• Experience with ERP systems (Oracle, SAP, NetSuite, Epicor, or similar).
• Experience leading customer service or sales support teams.
• Success Profile - The Successful Candidate Will Be highly analytical and detail-oriented.
• Demonstrate exceptional customer service instincts.
• Thrive in a high-volume, transaction-intensive environment.
• Communicate effectively across all levels of the organization.
• Drive accountability, process discipline, and continuous improvement.
• Balance operational rigor with a strong sense of urgency and customer focus.

Paid Salaried

Equal Opportunity Employer Veterans/Disabled

11002 29th Ave W, Bldg C-19 Everett, Washington, 98204 United States