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 Programme

401(K) Match

Holiday Pay

Job summary

Valence Surface Technologies in West Springfield, MA, is seeking a senior customer service and scheduling professional to serve as the primary contact for aerospace customers regarding order status, delivery schedules, and technical inquiries. You will coordinate with Planning, Production, Quality, and Engineering to provide accurate updates and secure customer commitments.

The role emphasizes leading issue resolution, maintaining strong customer relationships, and supporting audits and

Responsibilities

• Primary point of contact for aerospace customers on order status, delivery schedules, quality concerns, and technical inquiries
• Manage communications related to purchase orders, schedule changes, expedites, and delivery commitments
• Coordinate with Planning, Production, Quality, and Engineering for accurate, timely updates
• Lead customer issue resolution, including late deliveries and quality concerns
• Develop and maintain strong customer relationships through proactive communication and exceptional service
• Monitor customer satisfaction feedback and drive corrective actions to mitigate negative trends
• Participate in customer audits, business reviews, and operational meetings
• Work with Planning and Operations to align customer expectations with production capacity
• Manage expedite requests and prioritize customer-critical orders
• Monitor work-in-process and communicate potential delivery risks
• Support capacity planning with customer demand forecasts and schedule visibility
• Participate in daily production meetings to ensure alignment between commitments and execution
• Promote a culture of quality, compliance, and customer satisfaction across the organization
• Lead continuous improvement initiatives focused on customer experience, shipping accuracy, and operational efficiency
• Foster collaboration between Customer Service, Shipping, Quality, Planning, and Operations teams

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

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

• 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:

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

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.