Aerospace Customer Service Manager

Crane Company; Elyria (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Crane Aerospace & Electronics Elyria, OH is seeking a Manager of Customer Service Administration to lead the contract administration, order fulfillment, and end-to-end customer support function. You will mentor the Customer Service Administration team, manage KPI-driven metrics, and ensure process consistency and customer satisfaction across the order-to-delivery cycle.

This role requires strong leadership, cross-functional collaboration, and a commitment to continuous improvement within a

Qualifications

• 5+ years of related experience
• 3+ years of previous management experience
• Knowledge of Aerospace and Defense Order Management, Contract terms, Manufacturing, People Management, Operational Excellence and lean office
• Knowledge of ERP systems (preferably Oracle)
• Demonstrated ability to plan and accomplish goals with strong leadership and communication

Responsibilities

• Lead, mentor, and develop the Customer Service Administration team with KPI-driven goals
• Manage metrics to support the annual operating plan and drive productivity and customer satisfaction
• Allocate customer assignments to balance workload and ensure timely order administration
• Drive standardization and end-to-end order-to-delivery process improvements
• Champion continuous improvement initiatives and serve as escalation point for the team
• Collaborate with stakeholders to communicate Voice of the Customer and drive actions

Skills

Leadership

People management

Project management

Cross-functional collaboration

Communication

Education

BS in Business or related field

Tools

Oracle ERP

Job description

Crane Aerospace and Electronics has an exciting opportunity for a Customer Service Manager. This position is based out of the Elyria, OH location.

About Crane:

Crane Aerospace & Electronics supplies critical systems and components to the aerospace and defense markets. You'll find Crane Aerospace & Electronics in some of the toughest environments: from engines to landing gear; from satellites to medical implants and from missiles to unmanned aerial systems (UAS).

Our Crane Aerospace & Electronics Elyria facility has been a bedrock in the community-friendly town of Elyria, Ohio, for more than a century. Known for our excellence in pumping technology, our Elyria site produced the first‑ever positive displacement pump for high‑performance piston engine aircraft and even supplied pumps for Charles Lindbergh in the 1930s. We have more than 150,000 fuel and lubrication pumps in service today and are proud to offer custom thermal management system solutions for a range of next‑gen applications. Start the next chapter of your career with Crane Aerospace & Electronics!

Job Summary:

The Manager of Customer Service Administration is a key leadership role serving as champion for our customers and a key driver of operational excellence to support customer and business needs. This position is responsible for leading a high‑performing Customer Service team responsible for contract administration, order fulfillment, and end‑to‑end customer support. The Manager of Customer Service Administration serves as the customer advocate with responsibility for managing the customer relationship as it relates to order management and has responsibility for capturing and communicating the "Voice of the Customer" to drive improvements in our business that enhance customer satisfaction. Through strong leadership, disciplined process management, and a deep commitment to customer satisfaction, the Manager ensures our business processes are executed with consistency, quality, and efficiency, and the annual operating plan is supported.

Essential Functions:

• Lead, mentor, and develop the Customer Service Administration team; ensure clear communication of goals and expectations; utilize KPI‑driven standard work to monitor progress, identify gaps, and drive actions that achieve performance objectives.
• Identify and manage metrics to support the annual operating plan, increase productivity, drive customer satisfaction and ensure compliance with Crane policies and procedures.
• Allocate customer assignments across the team to balance workload, enhance responsiveness, and ensure timely, accurate execution of order administration activities.
• Drive standardization, efficiency, and customer satisfaction across the entire order‑to‑delivery process.
• Champion continuous improvement initiatives that elevate team productivity, process compliance, and customer experience.
• Serves as an escalation point for the Customer Service team providing guidance, direction and timely resolution.
• Any other task assigned by supervisor or management.

Qualifications:

• Experience: 5+ years' related experience. 3+ years of previous management experience.
• Knowledge: Knowledge of Aerospace and Defense Order Management, Contract terms, Manufacturing, People Management, Operational Excellence and lean office. Knowledge of ERP systems (preferably Oracle systems)
• Skills/Abilities: Demonstrated ability to plan and accomplish goals based on extensive experience and judgment. Demonstrated ADVANCED skills in all the following responsibilities: employee development, team building, business acumen, continuous improvement, systems and tools, project management and Communication (written and verbal). Proficient working and leading cross functional teams as well as demonstrated ability to solve problems. Strong communication skills and the ability to maintain relationships with internal and external customers. Experience presenting and communicating results with various stakeholders across the business.
• Education/Certification: BS in Business or related field.
• Eligibility Requirement: This position may require access to Controlled Data or Information. Where the position requires such access only US Persons will be considered. As a US Department of Defense contractor, we are bound by International Traffic in Arms Regulations (ITAR).

Working Conditions:

• Standard office environment
• Work requires substantial visual concentration on detail
• Office working conditions are normal for a manufacturing environment
• Onsite manufacturing operations may require the use of safety equipment to include but not limited to eye safety glasses, gowning, masks, hearing protectors, heel/wrist straps and any other required PPE
• Office workers may be exposed to unusual environmental conditions such as loud noises, cold temperatures, confined spaces, dust or fumes
• Requires regular travel (25-50%) to visit Crane Aerospace & Electronics' business sites
• Standing: 10% *percentage is approximate and may vary depending on wo