Customer Service Manager

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 corrective actions to mitigate negative trends.
• Participate in customer audits, business reviews, and operational meetings as required.

• 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.

• 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.

• 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.

• 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.

• Medical
• Dental
• Vision
• Long‑term Disability
• Employee Assistance Program
• 401(K) – 3% Match
• Holiday Pay
• COMPENSATION RANGE: $85,000 – $90,000