Customer Service Manager

Crane Aerospace and Electronics has an exciting opportunity for a Customer Service Manager at our Auburn, CA location. About Crane: Crane Aerospace & Electronics supplies critical systems and components to the aerospace and defense markets. You'll find Crane Aerospace & Electronics in some of the toughest environments: from engines to landing gear; from satellites to medical implants and from missiles to unmanned aerial systems (UAS). Founded in 1968, Crane Aerospace & Electronics' Auburn, Calif., facility, owns a rich history of excellence in the design and manufacturing of multi-stage lubrication and gerotor pumps for aerospace and defense applications. Throughout the years, our Auburn team has developed a reputation for providing industry-leading complex, highly engineered flow control products for mission-critical engine/APU systems. Located in the Northern California foothills of the Sierra Nevada Mountain range at a new, state-of-the‑art 65,000 sq. ft. facility, start the next chapter of your career with Crane Aerospace & Electronics. Job Summary: The Manager of Customer Service Administration is a key leadership role serving as champion for our customers and a key driver of operational excellence to support customer and business needs. This position is responsible for leading a high‑performing Customer Service team responsible for contract administration, order fulfillment, and end‑to‑end customer support. The Manager of Customer Service Administration serves as the customer advocate with responsibility for managing the customer relationship as it relates to order management and has responsibility for capturing and communicating the "Voice of the Customer" to drive improvements in our business that enhance customer satisfaction. Through strong leadership, disciplined process management, and a deep commitment to customer satisfaction, the Manager ensures our business processes are executed with consistency, quality, and efficiency, and the annual operating plan is supported. Essential Functions: Lead, mentor, and develop the Customer Service Administration team; ensure clear communication of goals and expectations; utilize KPI‑driven standard work to monitor progress, identify gaps, and drive actions that achieve performance objectives. Identify and manage metrics to support the annual operating plan, increase productivity, drive customer satisfaction and ensure compliance with Crane policies and procedures. Allocate customer assignments across the team to balance workload, enhance responsiveness, and ensure timely, accurate execution of order administration activities. Drive standardization, efficiency, and customer satisfaction across the entire order‑to‑delivery process. Champion continuous improvement initiatives that elevate team productivity, process compliance, and customer experience. Serves as an escalation point for the Customer Service team providing guidance, direction and timely resolution. Any other task assigned by supervisor or management. Qualifications : Experience: 5+ years' related experience. 3+ years of previous management experience. Knowledge: Knowledge of Aerospace and Defense Order Management, Contract terms, Manufacturing, People Management, Operational Excellence and lean office. Knowledge of ERP systems (preferably Oracle systems) Skills/Abilities: Demonstrated ability to plan and accomplish goals based on extensive experience and judgment. Demonstrated ADVANCED skills in all the following responsibilities: employee development, team building, business acumen, continuous improvement, systems and tools, project management and Communication (written and verbal). Proficient working and leading cross functional teams as well as demonstrated ability to solve problems. Strong communication skills and the ability to maintain relationships with internal and external customers. Experience presenting and communicating results with various stakeholders across the business. Education/Certification: BS in Business or related field. Eligibility Requirement: This position may require access to Controlled Data or Information. Where the position requires such access only US Persons will be considered. As a US Department of Defense contractor, we are bound by International Traffic in Arms Regulations (ITAR). Working Conditions: Standard office environment Work requires substantial visual concentration on detail Office working conditions are normal for a manufacturing environment Onsite manufacturing operations may require the use of safety equipment to include but not limited to eye safety glasses, gowning, masks, hearing protectors, heel/wrist straps and any other required PPE Office workers may be exposed to unusual environmental conditions such as loud noises, cold temperatures, confined spaces, dust or fumes Requires regular travel (25-50%) to visit Crane Aerospace & Electronics' business sites Standing: 10% *percentage is approximate and may vary depending on work task Sitting: 9 #J-18808-Ljbffr Crane Company