Aerospace Customer Success & Operations Lead

Valence Surface Technologies, LLC; West Springfield (MA); Vor Ort; USD 85.000 - 90.000; Vollzeit

Benefits dieser Stelle

Medical

Dental

Vision

401K Match

Holiday Pay

Zusammenfassung

Valence Surface Technologies, LLC in West Springfield, MA seeks a Customer Service Manager to serve as the primary contact for aerospace customers, handling order status, delivery schedules, quality concerns, and technical inquiries.

You will lead cross-functional coordination with Planning, Production, Quality and Engineering, drive issue resolution, nurture customer relationships, monitor satisfaction, and support audits and continuous improvement while supervising customer service and

Qualifikationen

• Minimum 5 years of experience in customer service, logistics, operations, or account management within aerospace manufacturing, metal finishing, or special process environments.
• Minimum 2 years of supervisory or leadership experience preferred.
• Experience working with aerospace customers such as OEMs, Tier 1 suppliers, or defense contractors preferred.

Aufgaben

• 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 corrections actions to mitigate negative trends.
• Participate in customer audits, business reviews, and operational meetings as required.
• Production & Scheduling Coordination: Work closely with Planning and Operations to align customer expectations with production capacity.
• 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.
• Quality & Compliance: 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.
• Company Benefits: Medical, Dental, Vision, Long term Disability, Employee Assistance Program, 401(K)-3% Match, Holiday Pay

Kenntnisse

Customer service leadership

Aerospace industry knowledge

Ausbildung

Associates or better in Business Administration or related field

Jobbeschreibung

Valence Surface Technologies, LLC in West Springfield, MA seeks a Customer Service Manager to serve as the primary contact for aerospace customers, handling order status, delivery schedules, quality concerns, and technical inquiries.

You will lead cross-functional coordination with Planning, Production, Quality and Engineering, drive issue resolution, nurture customer relationships, monitor satisfaction, and support audits and continuous improvement while supervising customer service and