Customer Service Supervisor/ Account Manager

Come join our well- established company, conveniently located near the 405 and 22 freeway in Westminster, CA. We offer a fun, business casual dress work environment with growth opportunities. This is a full-time position on-site.

We are custom plastic Thermoforming manufacturing company. A major part of our business is aerospace and medical products.

Position Summary:

The Customer Service Supervisor is a hands-on “working supervisor” responsible for overseeing daily customer service operations within a manufacturing environment. This role balances direct customer account management with team leadership, ensuring high levels of customer satisfaction, on-time delivery, and compliance with industry standards. The Supervisor actively manages key accounts while guiding the team in order entry, status updates, issue resolution, and cross-functional coordination.

Key Responsibilities:

• Supervision & Team Leadership
• Lead, coach, and develop a team of Customer Service Representatives (CSRs)

Account Management

• Serve as primary point of contact for assigned key customers
• Build and maintain strong customer relationships to support retention and growth
• Manage customer expectations related to lead times, and delivery schedules
• Review and manage contracts and customer-specific requirements
• Partner with Sales/Business Development to support account growth and opportunities

Customer Service Operations

• Oversee order entry, contract review, and order processing for accuracy and compliance
• Ensure timely communication of order status, delays, and resolutions
• Resolve escalated customer issues, including delivery, quality, and billing concerns
• Monitor KPIs such as on-time delivery (OTD), response time, and customer satisfaction
• Drive continuous improvement initiatives within the customer service function

Cross-Functional Coordination

• Collaborate with Production, Planning, Quality, Engineering, and Shipping to ensure alignment
• Participate in production meetings to communicate customer priorities and risks
• Support expediting efforts and problem-solving to meet customer commitments
• Ensure compliance with aerospace & medical standards

Process & Systems Management

• Maintain accurate records in Microsoft Dynamics Business Central system
• Identify and implement process improvements to enhance efficiency and service quality
• Ensure proper documentation and audit readiness for customer and regulatory requirements
• Serve as a “working supervisor” by actively managing customer accounts alongside the team
• Monitor workload distribution, productivity, and service levels
• Conduct performance reviews, provide ongoing feedback, and support employee development
• Ensure adherence to company policies, procedures, and quality standards

Qualifications:

Education & Experience

• Bachelor’s degree in business, Supply Chain, or related field preferred
• 3–5+ years of customer service experience in aerospace, plastics, or manufacturing environment
• 1–3+ years of supervisory or team lead experience
• Experience with account management or customer-facing roles required

Skills & Competencies

• Strong leadership and coaching skills with a hands-on approach
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment
• Strong problem-solving and conflict resolution abilities
• Knowledge of aerospace industry requirements and terminology preferred
• Proficiency in ERP/MRP systems and Microsoft Office Suite

Work Environment:

· Office and production floor environment

· Occasional time spent on the shop floor presence to support operations

· Cross-functional meetings with operations, quality, and other departments

· Manufacturing floor environment with exposure to heat, noise, and moving machinery.

· Use of PPE required (safety glasses, safety shoes, and hearing protection, etc.).

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Experience:

• aerospace: 3 years (Preferred)
• Manufacturing: 4 years (Required)
• Account management: 3 years (Required)
• Business Central D365: 3 years (Required)

Ability to Commute:

• Westminster, CA 92683 (Required)