Customer Service Manager

Job Title: Customer Service Manager Job Description The Customer Service Manager leads customer service operations supporting aerospace OEM and aftermarket customers across multiple sites. This role provides shared oversight of California and Arizona operations, partnering closely with an on-site supervisor to align priorities, strengthen customer communication, and ensure consistent, high-quality service execution. The position combines people leadership, aerospace customer relationship management, and operational improvement, offering broad ownership over order management, delivery performance, and customer satisfaction. Responsibilities Provide shared leadership of customer service operations across the California and Arizona locations, partnering with the on-site supervisor to align priorities, service standards, and daily execution. Lead, coach, and develop a team of approximately 1015 customer service employees, managing workloads, setting clear expectations, and establishing accountability for performance and service quality. Maintain consistent customer service standards across both locations by monitoring performance, addressing issues promptly, and reinforcing best practices. Oversee end-to-end order management activities, including order entry, quoting, backlog management, fulfillment, shipments, and expedites, ensuring accuracy and timeliness. Coordinate recovery plans for shortages, late deliveries, and other service disruptions, working cross-functionally to restore delivery performance and communicate realistic commitments. Manage customer relationships for aerospace OEM and aftermarket accounts by communicating order status, delivery risks, and recovery commitments clearly and proactively. Resolve customer escalations by investigating issues, coordinating internal stakeholders, and providing timely, well-documented resolutions. Organize and participate in customer reviews to discuss performance, delivery reliability, backlog status, and improvement actions. Partner with Sales, Operations, Production, Supply Chain, Quality, Finance, and Logistics to address customer needs and ensure aligned responses to complex issues. Track and report key performance indicators such as on-time delivery, customer satisfaction, quote turnaround time, response times, and escalation closure rates. Use ERP systems, Excel, and Power BI to improve visibility into orders, backlog, and delivery performance, and to support forecasting and KPI reporting. Drive process improvements within customer service by identifying recurring issues, streamlining workflows, and enhancing reporting and data accuracy. Support ERP and CRM adoption and optimization, ensuring that systems are used effectively to manage customer information, orders, and communication. Maintain CRM records to document customer interactions, track follow-up actions, and support consistent, transparent communication. Contribute to commercial and financial activities such as supporting strategic pricing discussions, competitive lead times, payment issue resolution, overdue account recovery, and book-to-bill tracking. Coordinate customer production-readiness reviews by organizing customer visits and aligning internal teams around demand, existing orders, and delivery readiness. Support multi-site coordination by working effectively with remote teams and site supervisors to maintain alignment on priorities, capacity, and customer commitments. Continuously seek opportunities to strengthen processes, improve reporting, and develop team capabilities to enhance overall customer experience and operational performance. Essential Skills 410 years of related experience and/or training in aerospace customer service, with strong exposure to OEM and aftermarket customer requirements and supply chain processes. Strong knowledge of aerospace customer requirements, supply chain operations, and OEM/aftermarket workflows, applied to managing relationships, delivery commitments, and escalations. Demonstrated ability to lead and coach customer service teams, with leadership capability essential and 3+ years of supervisory experience preferred. Proven experience managing order entry, quoting, backlog, fulfillment, shipments, and expedites using an ERP system such as SAP, Oracle, Infor LN, or an equivalent platform. Proficiency with Excel, including pivot tables, to support forecasting, analysis, and KPI reporting. Experience using Power BI or similar business intelligence tools to track delivery performance, backlog, and escalation resolution. Demonstrated ability to communicate proactively and clearly with customers regarding order status, delivery risks, and recovery plans. Strong judgment and ownership mindset in resolving customer issues and managing escalations to closure. Ability to partner effectively with cross-functional teams in Sales, Operations, Production, Supply Chain, Quality, Finance, and Logistics. Experience in continuous improvement within customer service or operations, focusing on workflow optimization and service quality. Bachelors degree in business or a technical discipline. Additional Skills & Qualifications MBA or other advanced degree is desirable. Three or more years of leadership or supervisory experience is preferred. CRM proficiency, including maintaining customer visibility, documenting interactions, and supporting consistent follow-up. Experience driving process improvement and supporting digital transformation initiatives, particularly related to ERP and CRM enhancements. Commercial and financial acumen to support strategic pricing discussions, competitive lead-time analysis, payment issue resolution, overdue-account recovery, and book-to-bill tracking. Experience coordinating customer production-readiness reviews, including planning customer visits and aligning internal teams around demand and delivery readiness. Prior experience supporting remote teams or partnering with site supervisors to maintain alignment across multiple locations. Strong analytical skills, with the ability to interpret data from ERP, Excel, and Power BI to identify risks, trends, and improvement opportunities. Effective delegation and workload management skills to balance priorities across teams and locations. Excellent written and verbal communication skills, with the ability to present information clearly to customers and internal stakeholders. Job Type & Location This is a Permanent position based out of valencia, CA. Pay and Benefits The pay range for this position is $130000.00 - $200000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Medical, dental, vision, 401k Medical, dental, vision, 401k Job Type & Location This is a Permanent position based out of valencia, CA. Application Deadline This position is anticipated to close on Oct 31, 2026. Workplace Type This is a fully onsite position in valencia,CA. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io (%View email address on click.appcast.io) for other accommodation options. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr