As the Customer Service Manager, you will lead a high performing Customer Service organization that supports aerospace, defense, and industrial customers.
You will oversee a team of 7 people responsible for quoting, order management, issue resolution, and customer communication, ensuring accuracy, compliance, and exceptional service delivery.
This role requires manufacturing experience, strong leadership, proven process improvement capability, and the ability to navigate regulated environments (including U.S. Export Regulations). You will partner closely with Sales, Operations, and Program Management to drive customer satisfaction and operational excellence.
KEY RESPONSIBILITIES
Lead, coach, and develop the Customer Service team; manage hiring, performance management, and career growth. Create, execute, and monitor performance metrics that ensure accountability, responsiveness, and high quality output.
Ensure compliance with U.S. Export Regulations and customer contractual requirements. Oversee all customer service functions, including quoting, purchase order review, order entry, order maintenance, customer portal management, and escalated issue resolution.
Partner with Sales and internal teams to align service delivery with customer expectations and company objectives. Develop and optimize processes to improve efficiency, accuracy, and overall customer experience.
Build strong relationships with key customers and territories through proactive communication and support. Establish and maintain customer service policies, procedures, and feedback/complaint mechanisms; leverage insights to drive continuous improvement. Identify issues early and implement practical, effective solutions; manage escalations professionally to restore customer confidence. Champion a culture of service excellence through communication clarity, ownership, and problem-solving.
REQUIREMENTS FOR CONSIDERATION COMPANY :
Bachelor’s degree in Marketing, Business, or a related field (or equivalent experience).
3–5 years of management experience in a manufacturing environment (REQUIRED).
Experience supporting regulated products, aerospace/defense customers, or export controlled programs strongly preferred.
Strong verbal and written communication skills and the ability to work cross functionally.
Proactive, customer focused mindset with a track record of improving processes or service performance.
Strong organizational and problem solving skills, with the ability to manage multiple priorities in a fast-paced environment.
Proficiency in MS Office; Oracle experience highly preferred.
Demonstrated ability to remain calm, professional, and effective when handling pressure or customer escalations.
Pay: $115,000.00 - $150,000.00 per year
Benefits:
Work Location: In person
