Customer Service Manager

West Springfield, Town of, MA 01089, USA Customer Service Full-Time Requisition #: CUSTO005319 Description Customer Service & Shipping Manager 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. Coordinate with Planning, Production, Quality, and Engineering to provide accurate and timely updates to customers. Lead 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 Coordinate freight carriers, transportation providers, and customer logistics requirements. Manage daily 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. Monitor freight costs and implement cost-saving initiatives without impacting delivery performance. 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. Assist with customer audits and supplier assessments as required. Promote a culture of quality, compliance, and customer satisfaction throughout the organization. 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 This position requires access to knowledge and technical data regulated by the International Traffic in Arms Regulations (ITAR). Valence Surface Technologies is required to verify that applicants meet ITAR requirements prior to employment for this role. Qualifications Education Preferred Associates or better in Business Administration or related field. Experience Preferred Minimum 5 years of experience in customer service, logistics, operations, or account management within aerospace manufacturing, metal finishing, or special process environments. Minimum 2 years of supervisory or leadership experience preferred. Experience working with aerospace customers such as OEMs, Tier 1 suppliers, or defense contractors preferred. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr