Customer Service Manager

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.

Leadership & Continuous Improvement

• 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

Equal Opportunity Employer
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