Senior Customer Service Leader — Ops & Compliance

Advanced-Ground-Systems-Engineering; Santa Fe Springs (CA); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Advanced Ground Systems Engineering in Santa Fe Springs, CA seeks a Customer Service Manager to lead the customer service team, oversee quote processing, order management, and contract compliance for AGSE and Westmont.

This hands-on leadership role directs performance metrics, continuous improvement, export compliance, ERP data integrity, and cross-functional collaboration with sales and operations.

Formación

• Bachelor’s degree or the equivalent combination of education and/or experience.
• Minimum 10 years of experience related to customer service, including quote and order data entry, interpretation of customer and contractual requirements and coordination with internal cross-functional organizations in a manufacturing environment.

Responsabilidades

• Manage the day-to-day operations of the customer service team for both AGSE and Westmont in Santa Fe Springs, California, ensuring all commercial customer account activities (quote processing, sales order processing, contract review, export compliance, customer returns, customer complaints, open order management, scorecard analysis, and customer satisfaction surveys) are handled accurately, professionally, and within established turnaround time goals.
• Implement the customer service strategy and standards set by the Customer Service Director, tailored to AGSE and Westmont's commercial operations.
• Foster a customer-centric culture within the team that delivers consistent, high-quality service across both entities.
• Ensure alignment between company-wide customer service standards and day-to-day execution within the department.
• Serve as the primary escalation point for complex customer conflicts, disputed contracts, and unresolved account issues; negotiate outcomes and manage escalation procedures.
• As a working manager, can personally perform quote processing, sales order processing, complaint handling, rework/repair management, and account paperwork as needed to maintain service continuity and support team capacity.

Conocimientos

Verbal communication

Written communication

Organizational skills

Time management

Planning

Problem solving

Educación

Bachelor's Degree

Descripción del empleo

Advanced Ground Systems Engineering in Santa Fe Springs, CA seeks a Customer Service Manager to lead the customer service team, oversee quote processing, order management, and contract compliance for AGSE and Westmont.

This hands-on leadership role directs performance metrics, continuous improvement, export compliance, ERP data integrity, and cross-functional collaboration with sales and operations.