Customer Service Manager (Aerospace)

ADP, Inc.; Adelanto (CA); On-site; USD 90,000 - 105,000; Full time

Job summary

MK Magnetics is seeking a customer service leader to oversee the department, coordinating with internal teams to deliver timely, professional support aligned with company goals.

The role requires steering quotations, pricing, and orders while ensuring adherence to terms, regulatory requirements, and cross-functional processes to optimize delivery and customer satisfaction.

Qualifications

• Requires a Bachelor’s degree or equivalent in Business, Customer Service, Operations or related field.
• Minimum of 5+ years of progressive customer service experience in a manufacturing environment with supervisory responsibilities.
• Familiarity with ITAR/EAR/DFARS and government-related flow-down requirements is preferred.

Responsibilities

• Develop, implement, and maintain customer service procedures, priorities, workflows, and performance standards.
• Supervise, train, coach, and evaluate customer service personnel.
• Oversee quotations, orders, pricing, and customer communications for accuracy and timeliness.
• Ensure compliance with terms, ITAR/EAR/DFARS, and review by legal or quality departments when needed.
• Coordinate cross-functional communication to resolve issues and support sales and production.

Skills

Leadership

Customer service

MRP systems

Quotations

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Tools

JobBOSS

CRM systems

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Salary Range: $90,000.00 To $105,000.00 Annually

Job Overview

This role provides leadership to the customer service team while coordinating closely with internal cross-functional teams to deliver timely, and professional support to customers in alignment with company objectives.

Responsibilities:

• Develop, implement, and maintain Customer Service Department procedures, priorities, workflows, and performance standards to support operational efficiency and customer satisfaction.
• Supervise, train, coach, motivate, and evaluate customer service personnel, ensuring adherence to company procedures, quality standards, and performance expectations.
• Oversee the timely and accurate preparation and processing of quotations, customer orders, acknowledgments, pricing, and customer communications.
• Ensure Customer Service follows company procedures for handling customer terms and conditions, ITAR/EAR/DFARS-related requirements, CUI/customer-sensitive documents, and other customer flow-down obligations, while escalating matters requiring legal, quality, engineering, or management review.
• Prepare, review, and approve pricing and lead-time recommendations within established company guidelines and approval authority.
• Develop and maintain pricing programs, customer pricing records, and related tools to support accurate and consistent quoting practices.
• Coordinate closely with Production Control and Operations to verify lead times, support production scheduling, and ensure customer delivery commitments can be met.
• Provide guidance to subordinates, including setting performance goals and monitoring performance
• Coordinate customer-facing communication related to RMAs, corrective actions, quality concerns, and customer complaints, while ensuring technical, quality, and root-cause responses are reviewed by the appropriate internal departments before release.
• Support sales representatives and distributors by providing timely quotation support, order status updates, customer follow-up, pricing coordination, and escalation of customer concerns.
• Collaborate with Purchasing, Quality, Engineering, Accounting, IT, and Management to resolve customer-impacting issues and support effective cross-functional communication.
• Trade show activities including staffing booths, marketing coordination, promotional activities, and other customer-facing business development efforts.
• Ensure accurate entry and maintenance of customer, quotation, pricing, order, and acknowledgment records within the MRP system.
• Compile reports, customer satisfaction survey data, and related analyses for management review and continuous improvement initiatives.
• Provide backup and overflow support to Customer Service Representatives as needed to maintain departmental responsiveness and service levels.
• Foster and maintain a professional work environment that promotes teamwork, accountability, quality, and positive employee morale.

Qualifications:

• Bachelor’s degree or equivalent experience in Business, Customer Service, Operations, or a related field or equivalent experience.
• Minimum of 5+ years of progressive customer service experience in a manufacturing environment required, including supervisory or leadership responsibilities
• Knowledge of tape wound cores is strongly preferred
• Strong knowledge of customer service operations, quotation processes, order entry, pricing administration, and MRP system documentation practices.
• Demonstratable computer and software proficiency, Microsoft Office suite, MRP systems.
• Understanding of manufacturing processes, production scheduling, and customer flow-down requirements
• Excellent interpersonal and communication skills with a focus on respect, ethics, professionalism, teamwork, open and honest communications at all levels
• Familiarity with CUI handling requirements, NIST SP 800-171, ITAR, EAR, DFARS, and other government or defense-related customer flow-down requirements required.
• Strong leadership, organizational, problem-solving, and conflict-resolution skills with the ability to manage multiple priorities in a fast-paced environment.
• Provide guidance to subordinates, including setting performance goals and monitoring performance
• Excellent written and verbal communication skills with a professional and customer-focused approach.
• Excellent presentation skills are required
• Experience with JobBOSS or a similar manufacturing MRP system preferred; familiarity with CRM systems or customer relationship management tools preferred
• Ability to exercise sound judgment, maintain confidentiality, and effectively communicate with employees, customers, and management at all levels of the organization.
• Ability and willingness for domestic and international travel and staffing trade show booths and related activities
• Be open to constructive criticism and make appropriate adjustments

MK Magnetics is an Equal Employment Opportunity employer