Customer Service Manager

HarcoSemco LLC; Branford (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

HarcoSemco in Branford, CT, is seeking a results-driven Customer Service Manager to lead the Customer Account Managers, manage order entry, and align backlogs with production and shipping schedules. You will own quoting processes, price lists, and customer requirements, partnering with Sales, Operations, Engineering, Finance, and Supply Chain to balance service with cost and margin objectives.

Travel up to 20%.

Qualifications

• BS degree in Business Administration or related discipline required.
• 3–5 years’ management experience in manufacturing.
• 3+ years in customer service for build-to-order manufacturing.
• Experience with international customers and high-regulated industries.
• Aerospace industry experience preferred.

Responsibilities

• Lead and develop the team of Customer Account Managers.
• Align the backlog with production build and ship schedules.
• Own quoting processes, price lists, and customer requirements.
• Collaborate cross-functionally with Sales, Operations, Engineering, Finance, and Supply Chain.
• Improve order entry processes and ERP usage.
• Provide routine reports to support planning and performance metrics.
• Travel up to 20% internationally and/or domestically.

Skills

Customer service leadership

Cross-functional collaboration

ERP systems

MS Office

Communication skills

Problem solving

Education

BS degree in Business Administration or related discipline

Tools

ERP systems

MS Office

Job description

HarcoSemco is a Custom Aerospace Components Manufacturer. We have achieved great success in developing advanced manufacturing techniques for the design and fabrication of temperature sensors, thermocouple systems, interconnect cable‑harness assemblies, probes, and sensors. For over 70 years, we have successfully supplied these products to the commercial, business, military jet, rotor, and spacecraft markets. Located in Branford, CT, we have an opportunity for a results‑driven and growth‑oriented Customer Service Manager (CSM). The CSM oversees customer service operations within HarcoSemco. The CSM leads a team of Customer Account Managers (CAMs) to ensure the delivery of high‑quality customer service, customer satisfaction, and strong commercial execution. Key responsibilities include daily leadership of order entry activities; alignment of the customer backlog with internal production build and ship schedules; ownership of quoting processes, price lists, and customer‑specific commercial requirements; and resolution of escalated customer issues, in strict adherence to company policies and procedures. The CSM works cross‑functionally with Sales, Operations, Engineering, Finance, and Supply Chain to balance customer commitments with operational efficiency, cost control, and margin objectives. In this role, the CSM plays a critical part in streamlining customer account management, developing financial and operational awareness, and contributing to revenue performance, cost management, and profitability outcomes. The position provides increasing exposure to business planning, customer portfolio performance, and cross‑functional decision‑making, building the leadership, commercial ownership, and P&L mindset required for growth within the organization. HarcoSemco is proud to be a Federal contractor and supplier of material to the US Department of Defense.

This position must meet Export Control compliance requirements; therefore, a “US Person” as defined by 22 CFR 120.62, 15 CFR 734.2(b)(2)(ii), 10 CFR 810.3, 8 U.S.C. 1324b(a)(3) is required. “US Person” includes a US Citizen, lawful permanent resident, refugee, or asylee. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

The following duties are considered essential to the role. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions:

Key Responsibilities & Focus Areas

• Demonstrates commitment to HarcoSemco values and shares the organizational commitment to ensuring quality products and processes.
• Participates as a member of the management team and contributes to establishing the company's strategic direction based on subject‑matter expertise, including taking on stretch assignments to facilitate growth.
• Manage and provide daily direction, training, and development to the team of Customer Account Managers, working closely with the Business Unit manager on priorities.
• Develop and maintain effective cross‑functional relationships to promote root cause problem‑solving, responsive communication, and initiatives that continuously improve customer service.
• Lead development, implementation, and improvement of processes, procedures, and methods related to order entry, order status notes, acknowledgements, quotes, and all customer service activities to ensure quality, efficiency, and cost‑effectiveness while facilitating responsiveness to customer requests.
• Exploit the ERP system and/or other information technology to minimize manual tasks and process/report on related information.
• Provide account management for designated customers as appropriate to support business.
• Ensure adherence to quality management systems, including the development, implementation, and oversight of customer service‑related work instructions and business processes.
• Develop, implement, and manage processes to ensure effective documentation of customer specifications, requirements, contact information, and other customer‑related information.
• Provide routine or ad‑hoc reports as appropriate or as requested to support business development; achieve service goals; support monthly, quarterly, and annual planning; report on and manage performance metrics.
• Provides assistance to the accounting/finance department in regard to credit and collections.
• Develop standardized quoting processes to streamline response to customers.
• Implement standardized program naming for quotes and orders to identify end user, aircraft platforms, and end applications for products sold to customers.
• Support the BUMs and Sales Engineers with any special projects appropriate to managing the business development, sales, and related functions.
• Participate in Training as directed.
• Must be able to travel both internationally and domestically up to 20%.
• Performs other job‑related activities, projects, or tasks as assigned by leadership with minimal supervision.

Job Knowledge, Skills, and Abilities

• Exceptional interpersonal and communication skills to develop and maintain multi‑level relationships, lead, and work effectively with a team, and function on an independent basis.
• Business‑oriented, with ability to understand and apply cross‑functional business concepts and make ethical decisions in the mutual best interest of the customer and the company.
• Highly responsive and driven to ensure cross‑functional collaboration that supports world‑class customer service.
• Strong detail orientation, organizational, and prioritization skills to effectively manage quality‑critical information and overlapping priorities in a fast‑paced environment.
• Proficient computer skills with strong knowledge of ERP systems, MS Office.
• Ability to understand and interpret detailed customer specifications and requirements.
• Strong root‑cause problem‑solving and ability to develop and implement corrective actions.
• Knowledge of manufacturing, engineering, supply chain, and technical systems as related to customer service.
• Knowledge of applicable laws and regulations regarding employees and products.
• Open to professional development geared towards growth in the organization.

Qualifications & Experience

• BS degree in Business Administration or related discipline preferred, with 3 years of Management Experience recommended.
• A minimum of 3–5 years’ experience, preferably in a manufacturing environment and/or equivalent.
• A minimum of 3 years' customer service experience in a build‑to‑order manufacturing environment with exposure to complex products preferred.
• A minimum of 3 years' experience in high regulated industry with exposure to quality certification environments preferred.
• Experience working with international customers.
• Aerospace industry experience preferred.

This position requires either a US Person (as defined in applicable export regulations) or a non‑US Person who is eligible to obtain the required export authorization. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

To learn more about HarcoSemco, including the benefits we offer and to apply online, please visit us at https://harcosemco.com/careers/ HarcoSemco provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, gender identity, age, sexual orientation, national origin, disability, veteran status, pregnancy, or any other characteristic protected by state, federal, or local law. HarcoSemco takes affirmative action to ensure that applicants and employees are treated fairly without regard to any protected characteristics. Discrimination of any type will not be tolerated.