Customer Service Manager

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

Benefits offered by this job

Medical

Dental

Vision

Long-term Disability

Employee Assistance Program

401(K) – 3% Match

Holiday Pay

Job summary

Valence in West Springfield, MA is seeking a Customer Service & Shipping Manager to act as the main point of contact for aerospace customers, overseeing order status, delivery schedules, and technical inquiries. The role involves coordinating communications across planning, production, and quality teams to ensure customer satisfaction and compliance with aerospace standards.

The ideal candidate will lead customer issue resolution efforts, maintain relationships, and oversee shipping activities to meet compliance with all regulatory requirements.

Qualifications

• Experience in customer service and shipping management in the aerospace sector.
• Strong problem-solving skills and ability to resolve customer issues.
• Understanding of aerospace quality standards including AS9100 and Nadcap.

Responsibilities

• Serve as the primary contact for aerospace customer inquiries.
• Oversee all shipping and receiving activities.
• Coordinate with Planning and Operations on customer expectations.
• Ensure compliance with quality standards and regulations.
• Supervise and develop customer service personnel.

Skills

Customer relationship management

Shipping logistics

Quality assurance

Production planning

Job description

Customer Service & Shipping Manager

• 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 corrective actions to mitigate negative trends.
• Participate in customer audits, business reviews, and operational meetings as required.

Shipping & Logistics Management

• Oversee all shipping and receiving activities to ensure compliance with customer, regulatory, and aerospace requirements.
• Ensure all shipments are properly packaged, labeled, documented, and certified in accordance with customer specifications.
• Review and approve shipping documentation prior to shipment as applicable.
• Coordinate freight carriers, transportation providers, and customer logistics requirements.
• Manage daily shipping priorities to ensure on-time delivery performance objectives are achieved.
• Investigate and resolve shipping discrepancies, documentation errors, and transportation issues via root cause and corrective actions.
• Monitor freight costs and implement cost‑saving initiatives without impacting delivery performance.
• Maintain compliance with export control, hazardous material, and customer‑specific shipping requirements where applicable.

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.

Benefits

• Medical
• Dental
• Vision
• Long‑term Disability
• Employee Assistance Program
• 401(K) – 3% Match
• Holiday Pay
• COMPENSATION RANGE: $85,000 – $90,000