Inside Sales /Customer Service Manager

About the role

Serve as the primary point of contact for aerospace customers, managing relationships to achieve new business wins and profitability objectives. Oversee customer service operations, pricing negotiations, and the New Business Integration (NBI) process while ensuring high service standards and customer satisfaction.

Responsibilities

• Qualify new customer accounts and manage current customer relationships to meet Site-level New Business Wins expectations.
• Track and review pricing updates to meet or exceed profitability objectives.
• Monitor key metrics such as conversion rates, customer satisfaction scores, and sales volume trends.
• Negotiate pricing and terms and conditions when applicable.
• Manage the Customer Service team to drive customer satisfaction and site performance.
• Resolve escalated complaints and maintain high service standards to retain customer loyalty.
• Oversee the New Business Integration (NBI) process, acting as the liaison between customers, the customer service team, and operations.
• Manage incoming Request for Quotes (RFQ) using CRM tools and prioritize estimating team activities.
• Promote and educate customers on Valence’s processes and approvals.
• Proactively manage accounts with quotation follow-up and relationship building.
• Serve as backup for the customer service team during high call volumes or absences.
• Perform in a fast-paced environment, collaborating with customers, internal customer service, planning, and production teams.
• Monitor orders from receipt through completion and shipment, managing communications related to purchase orders, schedule changes, expedites, and delivery commitments.
• Coordinate with Planning, Production, Quality, and Engineering to provide accurate and timely updates to customers.
• Lead resolution efforts for customer issues, including late deliveries and quality concerns.
• Develop and maintain strong customer relationships through proactive communication and exceptional service.
• Monitor customer satisfaction feedback, escalate trends to leadership, and assist in driving corrective actions.
• Participate in customer audits, business reviews, and operational meetings as required.
• Conduct customer meetings and business reviews as needed.
• Other duties as assigned.

Requirements

• This position requires access to EAR or ITAR controlled technologies.
• Applicants must be eligible for employment under U.S. export control laws and meet the requirement of being a “U.S. Person.”

Benefits

• Medical, Dental, and Vision coverage
• Long-term Disability and Employee Assistance Program
• 401(K) with 3% company match
• Holiday Pay