Customer Service Mgr-BLR

Commercial Operations & Customer Support Manager Who are we?

Founded in 1849, Ducommun is the oldest company in California. Starting as a hardware supply store during the California Gold Rush and eventually assisted in the birth of the aerospace industry in Southern California by providing aircraft aluminum to early aerospace pioneers like Lindbergh, Douglas and Lockheed.

Today Ducommun is a global provider of innovative manufacturing solutions for customers in the aerospace, defense and industrial markets. We specialize in electronic and structural systems, producing complex products and components for commercial aircraft platforms, mission‑critical military and space programs, and sophisticated industrial applications.

BLR Aerospace is seeking a highly organized, data‑driven, and customer‑focused Sales Operations & Customer Support Manager. This role serves as the operational backbone of the sales organization, ensuring efficient quote‑to‑order‑to‑delivery processes, exceptional customer experiences, accurate reporting, and continuous process improvement.

• Manage and optimize the quote‑to‑order‑to‑delivery process to ensure speed, accuracy, and customer satisfaction.
• Support sales leadership with forecasting, pipeline management, and sales performance analytics.
• Maintain customer data integrity and drive adoption of sales processes and best practices.
• Coordinate and manage sales documentation with customers on pricing, purchase orders and other customer agreements.
• Partner with Finance, Operations, Supply Chain, and Logistics to ensure alignment and execution of customer orders.

• Lead customer service activities including order status, issue resolution, returns, warranty claims, and escalations.
• Ensure timely and professional responses to customer inquiries.
• Analyze customer feedback and identify opportunities to improve customer experience.
• Coordinate with internal departments to resolve customer issues and drive root‑cause corrective actions.
• Create and maintain customer communication processes and support documentation.
• Manage customer onboarding and account maintenance activities.

• Bachelor's degree in Business, Engineering, Operations, Marketing, Sales, or related field.
• 5–7 years of experience in Sales Operations, Customer Support, Customer Success, or Commercial Operations.
• Working knowledge of fixed‑wing, general aviation, and rotary‑wing aircraft.
• Working knowledge of FAA STC's and associated STC requirements, documentation, and STC maintenance.
• Understanding of foreign STC validation processes a plus.
• Proficiency with Microsoft Office products and reporting tools.
• Demonstrated ability to analyze data and provide actionable recommendations.
• Excellent organizational, communication, and interpersonal skills.
• Proven ability to manage multiple priorities in a fast‑paced environment.
• Strong problem‑solving and process improvement skills.

• Experience in manufacturing, industrial products, aerospace, technical services, distribution, or related industries.
• Experience with ERP systems (Oracle, SAP, Net Suite, Epicor, or similar).
• Experience leading customer service or sales support teams.

The successful candidate will:

• Be highly analytical and detail‑oriented.
• Demonstrate exceptional customer service instincts.
• Thrive in a high‑volume, transaction‑intensive environment.
• Communicate effectively across all levels of the organization.
• Drive accountability, process discipline, and continuous improvement.
• Balance operational rigor with a strong sense of urgency and customer focus.

Travel: 10%

Bonus:
Compensation includes a base salary and eligibility for a performance‑based bonus. Bonus awards, if any, are discretionary in nature.

Base Compensation: USD  –
Paid Salaried

Equal Opportunity Employer
Veterans/Disabled

11002 29th Ave W, Bldg C‑19
Everett, Washington, 98204
United States