Aerospace Customer Success Leader (Delivery & Quality)

Valence; West Springfield (MA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Long-term Disability

Employee Assistance Programme

401(K) Match

Holiday Pay

Job summary

Valence Surface Technologies in West Springfield, MA, is seeking a senior customer service and scheduling professional to serve as the primary contact for aerospace customers regarding order status, delivery schedules, and technical inquiries. You will coordinate with Planning, Production, Quality, and Engineering to provide accurate updates and secure customer commitments.

The role emphasizes leading issue resolution, maintaining strong customer relationships, and supporting audits and

Responsibilities

• Primary point of contact for aerospace customers on order status, delivery schedules, quality concerns, and technical inquiries
• Manage communications related to purchase orders, schedule changes, expedites, and delivery commitments
• Coordinate with Planning, Production, Quality, and Engineering for accurate, timely updates
• Lead customer issue resolution, including late deliveries and quality concerns
• Develop and maintain strong customer relationships through proactive communication and exceptional service
• Monitor customer satisfaction feedback and drive corrective actions to mitigate negative trends
• Participate in customer audits, business reviews, and operational meetings
• Work with Planning and Operations to align customer expectations with production capacity
• Manage expedite requests and prioritize customer-critical orders
• Monitor work-in-process and communicate potential delivery risks
• Support capacity planning with customer demand forecasts and schedule visibility
• Participate in daily production meetings to ensure alignment between commitments and execution
• Promote a culture of quality, compliance, and customer satisfaction across the organization
• Lead continuous improvement initiatives focused on customer experience, shipping accuracy, and operational efficiency
• Foster collaboration between Customer Service, Shipping, Quality, Planning, and Operations teams

Job description

Valence Surface Technologies in West Springfield, MA, is seeking a senior customer service and scheduling professional to serve as the primary contact for aerospace customers regarding order status, delivery schedules, and technical inquiries. You will coordinate with Planning, Production, Quality, and Engineering to provide accurate updates and secure customer commitments.

The role emphasizes leading issue resolution, maintaining strong customer relationships, and supporting audits and