Inside Sales​/Customer Service Manager

West Springfield, Town of, MA 01089, USA

• Full-Time
• Requisition #: INSID
  005624

Qualify new customer accounts and manage current customer relationships to achieve Site level New Business Wins expectations

• Track and review pricing for updates as necessary to meet or exceed profitability objectives
• Track metrics like conversion rates, customer satisfaction scores, and sales volume trends
• Negotiate pricing and terms and conditions when applicable
• Manage the Customer Service team members to drive customer satisfaction and site performance
• Resolve escalated complaints and maintain high service standards to keep customers loyal
• Manage New Business Integration (NBI) process for new business. Act as the liaison between the customer, customer service team and operations
• Manage incoming Request for Quotes (RFQ) using CRM tools and prioritize estimating teams activities
• Promotion and customer education on the Valence’s extensive processes and approvals
• Proactively manage accounts with quotation follow-up and relationship building
• Backup customer service team during times of high sales calls or absences
• Perform in a fast-paced work environment among various groups including customers, internal customer service, planning, and production Serve as the primary point of contact for aerospace customers regarding order status, delivery schedules, quality concerns, and technical inquiries.
• Monitor orders from receipt through completion and shipment.
• 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.
• Conduct customer meetings and business reviews as required.
• Other duties as assigned

• Medical
• Dental
• Vision Long term Disability
• Employee Assistance Program
• 401(K)-3% Match
• Holiday Pay

This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a “U.S. Persons”.

Bachelors or better in Business Administration or related field.

Excellent interpersonal, communication, and presentation skills. Ability to interact with all levels of the organization (internally and externally). Business knowledge of Aerospace Defense customers and requirements. Knowledge of surface treatment solutions and how to align with Customers’ drivers. Ability to motivate account managers and operations resulting in aggressive growth of business. Direct sales, operations or sales management experience. Critical thinking skills and solution focused

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.