Customer Service Manager

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Long term Disability

Employee Assistance Program

401(K)-3% Match

Holiday Pay

Job summary

Valence Surface Technologies is seeking a senior customer service leader to act as the primary contact for aerospace customers, managing order status, delivery schedules, and technical inquiries. You will coordinate with Planning, Production, Quality, and Engineering to ensure timely updates and proactive issue resolution.

The role emphasizes building strong customer relationships, monitoring satisfaction, and leading a team of customer service and shipping staff to improve on-time delivery and

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Logistics

Operations leadership

Aerospace industry

Customer relations

Education

Associates in Business Administration

Job description

• 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.
• 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.

• 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.
• Manage expedite requests and prioritize customer-critical orders.
• 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.

Leadership & Continuous Improvement

• 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

• Medical
• Dental
• Vision
• Long term Disability
• Employee Assistance Program
• 401(K)-3% Match
• Holiday Pay

• COMPENSATION RANGE: $85,000 - $90,000

Experience

Preferred

• 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.

Education

Preferred

• Associates or better in Business Administration or related field

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

This position requires access to knowledge and technical data regulated by the International Traffic in Arms Regulations (ITAR). Valence Surface Technologies is required to verify that applicants meet ITAR requirements prior to employment for this role.