Customer Service Manager

West Springfield, Town of, MA 01089, USA

• Customer Service
• Full-Time
• Requisition #: CUSTO005907

Description

Customer Service 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.

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
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