Customer Service Manager

Crane Aerospace & Electronics, Inc.; Elyria (OH); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health care, dental or life insurance

15 days PTO and 12 holidays per year

401(k) with company match

Education reimbursement after 6 months

Job summary

Crane Aerospace & Electronics in Elyria, OH is seeking a Manager of Customer Service Administration to lead a high-performing team responsible for contract administration, order fulfillment, and end-to-end customer support. You will champion continuous improvement, manage metrics, and act as a customer advocate to drive satisfaction while ensuring processes align with ITAR and aerospace standards.

The role requires 5+ years of related experience, 3+ years in management, a BS in Business, and

Qualifications

• 5+ years of related experience in customer service or operations.
• 3+ years of prior management experience in a leadership role.
• Knowledge of Aerospace and Defense Order Management, Contract terms, Manufacturing, People Management, Operational Excellence.
• Experience presenting and communicating results with stakeholders across the business.

Responsibilities

• Lead, mentor, and develop the Customer Service Administration team and set clear goals.
• Manage metrics to support the operating plan and drive customer satisfaction.
• Allocate assignments to balance workload and ensure timely order administration.
• Drive standardization and continuous improvement across the order-to-delivery process.
• Serve as escalation point delivering guidance and timely resolutions.
• Collaborate with cross-functional teams to align processes with business objectives.

Skills

People management

Lean & process improvement

Cross‑functional leadership

Strong communication

Project management

Education

BS in Business or related field

Tools

Oracle ERP

Job description

## Customer Service ManagerApply: Onsite: Elyria, Ohio: Full time: Posted Today: JR102354**Crane Aerospace and Electronics** has an exciting opportunity for a **Customer Service Manager** at our **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 work task* Sitting: 90% \\*percentage is approximate and may vary depending on work task* Lifting (in pounds): up to 10 pounds; Pushing (in pounds): up to 10 pounds* Mental/Visual: use of computer and basic office equipment* Workspace: office/desk**Top Benefits:**As a team member at Crane Aerospace and Electronics, you’ll enjoy:* **Benefits:**Health care, dental or life insurance starting the first day of the month* **Time Off:**15 days of paid time off that start accruing your first day at Crane and 12 paid holidays per year.* **401k Retirement Plan:**401k plan with company match* **Education Reimbursement:**eligible after 6 months of employmentYou can see a list of our benefits at https://www.craneae.com/company/careers or visit our website at www.CraneAE.com for more information on our company and great opportunities.We are committed to operational excellence and world class processes. We employ Lean manufacturing techniques to optimize manufacturing efficiency and accuracy on all product lines. Our products are known for their technical strength, proven reliability and overall value.In our efforts to maintain a safe and drug-free workplace, Crane Aerospace & Electronics requires that candidates complete a satisfactory background check. FAA sensitive positions require employees to participate in a random drug test pool.#LI-JJ1 #CAE*This description has been designed to indicate the general nature and level of work being performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.**Crane Company. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, sexual orientation, general identity, national origin, disability or veteran status.*