Customer Service Manager

ITP (International Talent Partnership); Kentucky; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

The opportunity is with a Northeast Ohio aerospace manufacturing business seeking a Customer Service Manager to own customer-facing commercial operations. You will lead a team of up to 9 and act as a bridge between customers, Sales, Operations, Supply Chain and Finance.

This role is designed as a development pathway toward future Business Unit Manager responsibilities. Relocation support is available for the right candidate.

Qualifications

• Experience in customer service, account management, commercial operations within a manufacturing environment.
• Proven experience directly managing and developing a team.
• Approximately three or more years of people management experience would be preferred.
• Aerospace and defense experience would be advantageous but is not essential.
• Experience within automotive, industrial manufacturing, medical devices or another regulated technical manufacturing environment would also be considered.

Responsibilities

• Lead, manage and develop a team of up to 8 to 9 customer service and contract administration professionals.
• Take ownership of day-to-day customer order execution and ensure commitments are communicated and delivered accurately.
• Act as the primary escalation point for customer service, delivery and commercial issues.
• Build and maintain strong relationships with key aerospace and defense customers.
• Partner with Operations, Supply Chain and Finance to align customer requirements with manufacturing capacity and priorities.
• Oversee quotations, pricing, order entry, warranty claims and wider customer service activity.
• Ensure customer requirements are clearly communicated internally and issues are resolved with urgency.
• Drive accountability, execution and customer satisfaction across the team.

Skills

People management

Customer service

Leadership

Cross-functional collaboration

Aerospace industry experience

Job description

We are partnered with a well-established aerospace and defense manufacturer that is strengthening the commercial leadership team within one of its US manufacturing operations.

The business designs and manufactures highly engineered components and systems used across commercial and military aerospace applications, supporting major aircraft OEMs, prime contractors and Tier 1 customers within a highly regulated manufacturing environment.

The organisation operates with a strongly performance-driven culture built around accountability, urgency, continuous improvement and developing high-potential individuals into increasingly senior leadership positions.

The leadership team is now looking to appoint a Customer Service Manager who will take ownership of customer-facing commercial operations within a key business unit, leading a team of up to 9 direct reports, while acting as a critical link between customers, Sales, Operations, Supply Chain and Finance.

Importantly, this position is designed as a development pathway into Business Unit Manager. The Customer Service Manager operates as the right hand to the Business Unit Manager, gaining direct exposure to the commercial, operational and leadership responsibilities involved in running a business unit. High performers are expected to develop toward future Business Unit Manager opportunities and, longer term, broader senior leadership positions within the organisation.

Key Responsibilities

• Lead, manage and develop a team of up to 8 to 9 customer service and contract administration professionals
• Take ownership of day-to-day customer order execution and ensure commitments are communicated and delivered accurately
• Act as the primary escalation point for customer service, delivery and commercial issues
• Build and maintain strong relationships with key aerospace and defense customers
• Partner closely with Operations, Supply Chain and Finance to align customer requirements with manufacturing capacity and commercial priorities
• Oversee quotations, pricing, order entry, warranty claims and wider customer service activity
• Ensure customer requirements are clearly communicated internally and issues are resolved with urgency
• Drive accountability, execution and customer satisfaction across the team
• Coach and develop team members through clear expectations, performance management and ongoing feedback
• Support new customer onboarding and wider commercial initiatives
• Identify opportunities to improve customer service processes, internal communication and operational execution
• Work closely with the Business Unit Manager across wider commercial and operational priorities
• Build the leadership, commercial and operational experience required to progress toward future ownership of a business unit

Ideal Background

• Experience within customer service, account management, commercial operations, contracts or sales administration within a manufacturing environment
• Proven experience directly managing and developing a team
• Approximately three or more years of people management experience would be preferred
• Aerospace and defense experience would be advantageous but is not essential
• Experience within automotive, industrial manufacturing, medical devices or another regulated technical manufacturing environment would also be considered
• Strong customer-facing communication and relationship management skills
• Ability to manage customer expectations while balancing operational and commercial priorities
• Strong analytical, critical thinking and problem-solving capability
• Comfortable operating within a fast-paced, highly accountable manufacturing environment
• Strong sense of urgency and willingness to take ownership of issues through resolution
• Ability to work effectively across Sales, Operations, Supply Chain, Finance and senior leadership
• Commercial awareness with an understanding of pricing, quotations, margins and customer commitments
• Strong leadership potential and the ambition to ultimately progress into broader business unit leadership
• Direct experience with the organisation's specific product portfolio is not required, and candidates from adjacent regulated or technical manufacturing sectors can be considered.

Why Consider This Opportunity?

• Enter a role specifically positioned as a stepping stone toward Business Unit Manager
• Work directly alongside the Business Unit Manager and gain exposure to how an aerospace manufacturing business unit is commercially and operationally managed
• Develop the people leadership, commercial judgment and operational experience required to progress into full business unit ownership
• Join an organisation with a strong track record of developing and promoting high performers into more senior leadership positions
• Build experience across customer management, pricing, operations, supply chain, finance and overall business performance
• Take ownership of a commercially important customer-facing function
• Lead and develop a team of up to 8 to 9 direct reports
• Gain exposure to major aerospace OEMs, prime contractors and Tier 1 customers
• Operate within a highly accountable and commercially focused culture
• Opportunity for progression beyond Business Unit Manager into broader leadership roles across the wider organisation
• Relocation support available for the right individual

The position is fully on-site in Northeast Ohio, and the business is open to supporting relocation for the right candidate.

This opportunity would particularly suit an ambitious customer service or commercial leader who wants to progress beyond functional management and ultimately run a business unit. The position offers a clear route to build the people leadership, commercial judgment, operational exposure and customer experience required to step into a future Business Unit Manager position.