Customer Service Manager - Connectors Business Unit

Customer Service Manager - Connectors Business Unit

As the Customer Service Manager, you will lead a customer-facing team that supports aerospace and defense customers with rugged connectors, cable assemblies, and interconnect solutions. You will be responsible for overseeing order management, customer support, and aftermarket service activities while building strong partnerships with customers and cross-functional teams. This role requires an understanding of aerospace and defense supply chains, customer requirements, and regulatory considerations (ITAR/EAR, DFARS).

You will work closely with Sales, Engineering, Operations, Quality, and Supply Chain teams to improve service levels, resolve customer concerns, and deliver an exceptional customer experience.

You will lead a team of customer service professionals supporting customer service, order management, technical support, and aftermarket/repair functions. The team collaborates daily with commercial, engineering, operations, and supply chain partners to support mission-critical aerospace and defense programs.

Lead the day-to-day operations of the customer service team, including order management, customer support, returns, and repair activities.

Coach, develop, and support team members while fostering a culture of continuous improvement and customer focus.

Monitor and improve customer-facing performance metrics, including On-Time Delivery (OTD), order cycle time, response time, case resolution time, and customer satisfaction.

Manage customer escalations related to delivery, technical inquiries, and service-related concerns.

Partner with Sales and Applications Engineering to ensure a seamless customer experience from quote through delivery.

Support repair depot and RMA processes, including repair turnaround times and customer communications.

Ensure compliance with applicable aerospace and defense requirements, including ITAR/EAR, AS9100, and DFARS regulations.

Collaborate with Operations and Supply Chain teams to proactively address demand fluctuations, material shortages, and delivery challenges.

Drive continuous improvement initiatives that enhance customer satisfaction, improve efficiency, and reduce cycle times.

Lead customer service reviews and support customer scorecard and service-level agreement discussions.

Support contract execution by coordinating with Sales, Pricing, Legal, and Operations teams on service-related requirements.

Bachelor's degree in Business, Supply Chain, Engineering, or a related field.

At least 5 years of experience in customer service, order management, account support, or related functions within aerospace, defense, manufacturing, or industrial environments.

At least 2 years of leadership or supervisory experience.

Experience supporting complex products such as connectors, cable assemblies, electromechanical components, or other engineered solutions.

Working knowledge of aerospace and defense quality and regulatory requirements, including AS9100 and ITAR/EAR.

Experience managing customer service KPIs, including OTD, response times, customer satisfaction, and order fulfillment metrics.

Experience utilizing ERP and CRM systems such as SAP, Oracle, Net Suite, Salesforce, Microsoft Dynamics, or similar platforms.

Strong communication, problem-solving, and cross-functional collaboration skills.

Experience supporting aerospace and defense customers.

Familiarity with MIL-DTL connector families such as MIL-DTL-38999 or MIL-DTL-26482.

Experience with aftermarket services, repair depot operations, or RMA management.

Lean Six Sigma certification or demonstrated continuous improvement experience.

Experience leading process improvements utilizing automation, reporting tools, or customer service technology.

Knowledge of government contracting requirements, including DFARS and defense supply chain expectations.

Aerospace & Defense Solutions Division With a legacy of over six decades (formerly Air Born), Molex's Aerospace & Defense Solutions Division is committed to engineering and manufacturing excellence. Our mission-critical products operate in the most demanding environments—from fighter jets and submarines to Mars and beyond. We take pride in…