Customer Service Manager

We are partnered with a well-established aerospace and defense manufacturer that is strengthening the commercial leadership team within one of its US manufacturing operations.

The business designs and manufactures highly engineered components and systems used across commercial and military aerospace applications, supporting major aircraft OEMs, prime contractors and Tier 1 customers within a highly regulated manufacturing environment.

The organisation operates with a strongly performance-driven culture built around accountability, urgency, continuous improvement and developing high-potential individuals into increasingly senior leadership positions.

The leadership team is now looking to appoint a Customer Service Manager who will take ownership of customer-facing commercial operations within a key business unit, leading a team of up to 9 direct reports, while acting as a critical link between customers, Sales, Operations, Supply Chain and Finance.

Importantly, this position is designed as a development pathway into Business Unit Manager. The Customer Service Manager operates as the right hand to the Business Unit Manager, gaining direct exposure to the commercial, operational and leadership responsibilities involved in running a business unit. High performers are expected to develop toward future Business Unit Manager opportunities and, longer term, broader senior leadership positions within the organisation.

• Lead, manage and develop a team of up to 8 to 9 customer service and contract administration professionals
• Take ownership of day-to-day customer order execution and ensure commitments are communicated and delivered accurately
• Act as the primary escalation point for customer service, delivery and commercial issues
• Build and maintain strong relationships with key aerospace and defense customers
• Partner closely with Operations, Supply Chain and Finance to align customer requirements with manufacturing capacity and commercial priorities
• Oversee quotations, pricing, order entry, warranty claims and wider customer service activity
• Ensure customer requirements are clearly communicated internally and issues are resolved with urgency
• Drive accountability, execution and customer satisfaction across the team
• Coach and develop team members through clear expectations, performance management and ongoing feedback
• Support new customer onboarding and wider commercial initiatives
• Identify opportunities to improve customer service processes, internal communication and operational execution
• Work closely with the Business Unit Manager across wider commercial and operational priorities
• Build the leadership, commercial and operational experience required to progress toward future ownership of a business unit

• Experience with in customer service, account management, commercial operations, contracts or sales administration within a manufacturing environment
• Proven experience directly managing and developing a team
• Approximately three or more years of people management experience would be preferred
• Aerospace and defense experience would be advantageous but is not essential
• Experience with in automotive, industrial manufacturing, medical devices or another regulated technical manufacturing environment would also be considered
• Strong customer-facing communication and relationship management skills
• Ability to manage customer expectations while balancing operational and commercial priorities
• Strong analytical, critical thinking and problem-solving capability
• Comfortable operating within a fast-paced, highly accountable manufacturing environment
• Strong sense of urgency and willingness to take ownership of issues through resolution
• Ability to work effectively across Sales, Operations, Supply Chain,…