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