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