Customer Service Specialist

Kingdom Services Group; Fareham; On-site; GBP 32,000 - 46,000; Full time

Job summary

Kingdom Services Group is supporting an aerospace manufacturing business in Fareham seeking a Customer Service Specialist to own a portfolio of key customer accounts and act as the main contact for enquiries, orders and delivery updates.

You will collaborate with Planning, Production, Supply Chain, Engineering and Quality to ensure accurate ERP data, contractual compliance and delivery performance while driving continuous improvement and AS9100 adherence.

Qualifications

• Experience in Customer Services, Customer Account Management or Sales Order Process.
• Experience with ERP data and order processing.
• Knowledge of AS9100 quality standards is a plus.

Responsibilities

• Manage a portfolio of aerospace customer accounts.
• Build strong, long-term customer relationships.
• Act as the primary contact for customer enquiries, orders and delivery updates.
• Develop understanding of customer products, contracts, forecasts and manufacturing requirements.
• Represent the voice of the customer across the business.
• Review forecasts against ERP demand and balance with production capacity.
• Manage order books and drive on-time delivery; monitor overdue orders.
• Maintain accurate customer master data and ERP data integrity.
• Support Lean, Continuous Improvement and audits; ensure traceability of communications.

Skills

Customer service

Account management

Forecast & demand planning

Data analysis

Tools

ERP software

AS9100 knowledge

Job description

Are you an experienced Customer Service Specialist, Customer Account Coordinator or Customer Account Manager with a background in aerospace or manufacturing?

Do you enjoy building strong customer relationships, managing customer demand and working closely with production and supply chain teams to deliver exceptional service?

We're supporting a leading aerospace manufacturing business in Fareham who are looking to recruit a Customer Service Specialist to join their growing Customer Services team.

This is a fantastic opportunity to become the trusted point of contact for key customer accounts, helping to drive customer satisfaction while supporting business performance across Quality, Delivery and Operational Excellence.

What's the role all about?

As a Customer Service Specialist, you'll take ownership of a portfolio of aerospace customer accounts, acting as the primary point of contact for customer enquiries, forecasts, orders and delivery performance.

Working closely with Planning, Production, Supply Chain, Engineering and Quality teams, you'll ensure customer requirements are understood, communicated and delivered while maintaining accurate ERP data and contractual compliance.

This is a highly collaborative role that would suit someone who enjoys customer interaction, analysing data and working in a fast-paced manufacturing environment.

Key responsibilities

Customer Account Management

• Manage a portfolio of key aerospace customer accounts
• Build strong, long-term customer relationships based on trust and communication
• Act as the primary point of contact for customer enquiries, orders and delivery updates
• Develop a detailed understanding of customer products, contracts, forecasts and manufacturing requirements
• Represent the voice of the customer across the business

Forecast & Demand Planning

• Review and validate customer forecasts against ERP demand
• Analyse forecast trends and identify potential risks or anomalies
• Challenge forecast changes using historical demand data and operational analysis
• Work closely with Planning and Production to balance customer demand with manufacturing capacity
• Proactively identify and escalation delivery risks

Order Book Management

• Manage customer order books to ensure accuracy and on-time delivery
• Coordinate backlog management and recovery plans
• Conduct regular order book reviews
• Monitor overdue orders and drive recovery actionsMaintain accurate customer schedules and order information

ERP & Data Management

• Process customer orders accurately within the ERP system
• Maintain high levels of data integrity across customer accounts
• Ensure contractual requirements are reflected correctly within the ERP system
• Perform Sales Order Reviews and maintain accurate customer master data
• Produce reports and analyse customer performance data

Continuous Improvement & Compliance

• Support Lean Manufacturing and Continuous Improvement initiatives
• Identify opportunities to improve customer service processes and ERP accuracy
• Ensure compliance with AS9100, customer requirements and company procedures
• Support internal and external audits
• Maintain complete traceability of customer communications and transactions
• Support engineering changes, New Product Introduction (NPI) projects and customer improvement initiatives

What you'll need

To be successful in this role, you'll have:

• Previous experience within Customer Services, Customer Account Management or Sales Order Process