Senior Customer Service Leader – Aerospace & DPAS

MW Components; Fairfield (NJ); On-site; USD 100,000 - 130,000; Full time

Job summary

Accurate Screw Machine in Fairfield, NJ is seeking a Customer Service Manager to lead the CS department, drive performance, and implement continuous improvements. You will liaise between customers and internal teams, ensuring commitments are met and processes are optimized for growth.

The role requires building strong relationships with strategic accounts, managing escalation, and guiding the team to meet KPIs, backlog and on-time delivery. Domestic travel may be required.

Qualifications

• Associate or bachelor's degree in Business Administration, Management, Supply Chain, Operations, or related field preferred; equivalent experience considered.
• 5-7 years progressive customer service, account management, order management, or related experience.
• Minimum of 2+ years direct department, functional, or team-management experience.
• Experience managing employees, setting expectations, providing performance feedback, and developing team members.
• Experience with KPIs, departmental performance, and escalations.
• Experience cross-functionally with Manufacturing, Operations, Planning, Quality, Purchasing, Shipping, Finance, and Sales.
• Manufacturing experience strongly preferred; aerospace/defense experience preferred.

Responsibilities

• Lead and oversee all Customer Service Department activities, including order management, quoting support, workload management, workflow, prioritization, staffing coverage, and delegation of responsibilities.
• Establish and review departmental performance, KPIs, open orders, past-due orders, backlog, customer issues, quote activity, and other data to identify trends and opportunities.
• Develop and implement corrective actions and sustainable process improvements when performance falls short.
• Maintain accountability within the Customer Service Team with clear responsibilities, expectations, and follow-up.
• Provide hands-on customer service support for strategic accounts, critical orders, escalations, and complex situations.
• Coach and develop Customer Service Representatives to improve performance.
• Maintain departmental procedures, work instructions, training documentation, and checklists.
• Provide regular performance feedback and conduct reviews per company requirements.
• Oversee complete order-management from receipt to production, shipment, and delivery.
• Review purchase orders for part numbers, pricing, delivery, and requirements.
• Maintain accurate open-order reporting and timely status updates to customers.
• Identify orders at risk of past-due and work with Planning, Manufacturing, Quality, Purchasing, and Shipping on recovery plans.
• Reduce past-due orders through follow-up, escalation, prioritization, and communication.
• Oversee DPAS-rated and other priority customer orders.
• Ensure CS personnel understand responsibilities for DPAS orders.
• Support Quality Management System and aerospace/customer requirements.
• Monitor quote activity, aging, and follow-up to address customer requests.
• Ensure inquiries and RFQs are assigned, tracked, and completed.
• Identify recurring quote activity and opportunities to support account growth.
• Collaborate with Sales and management for appropriate commercial follow-up on major opportunities.
• Directly manage escalated customer concerns and ensure resolution.
• Serve as a management-level contact for key customers and issues.
• Develop strong relationships with key customers to support retention and growth.
• Travel to key domestic customers as needed to resolve issues and strengthen relationships.

Skills

Leadership

Customer service management

KPIs and metrics

Cross-functional collaboration

DPAS knowledge

Aerospace/defense familiarity

Education

Associate or Bachelor's degree in Business Administration or related

5-7 years customer service/account management

2+ years direct department or team-management

Experience with order management and quotes

Job description

Accurate Screw Machine in Fairfield, NJ is seeking a Customer Service Manager to lead the CS department, drive performance, and implement continuous improvements. You will liaise between customers and internal teams, ensuring commitments are met and processes are optimized for growth.

The role requires building strong relationships with strategic accounts, managing escalation, and guiding the team to meet KPIs, backlog and on-time delivery. Domestic travel may be required.