Customer Service Manager

A leading aerospace & defense manufacturing company is currently seeking a Customer Service Manager to lead a customer service and sales administration team while driving operational improvements across the business. This individual will serve as a key liaison between customers, sales, manufacturing, and operations, ensuring customer requirements are met while improving internal processes, team performance, and overall customer satisfaction.

Responsibilities for the Customer Service Manager:

• Lead, mentor, and develop a customer service and sales administration team, providing coaching, direction, and performance management.
• Establish, monitor, and improve KPIs related to quoting, order entry, customer service, and overall team performance.
• Partner closely with Operations, Manufacturing, Quality, and Sales teams to resolve customer issues and improve order fulfillment.
• Drive process improvement initiatives and implement changes that enhance efficiency, customer experience, and departmental effectiveness.
• Review customer requirements, contracts, and purchase orders to ensure compliance and operational feasibility.
• Manage escalated customer concerns and work cross-functionally to resolve complex service, delivery, and invoicing issues.
• Oversee customer portals, supplier scorecards, and reporting metrics to maintain strong customer relationships and service levels.
• Support annual budgeting, resource planning, and strategic initiatives related to customer service operations.

Requirements for the Customer Service Manager:

• Bachelor's degree preferred.
• 7+ years of customer service, sales administration, or related leadership experience within a manufacturing environment.
• Previous experience managing and developing customer service or inside sales teams.
• Strong background working cross-functionally with operations, manufacturing, supply chain, and commercial teams.
• Demonstrated success driving process improvements, implementing KPIs, and improving operational efficiency.
• Excellent communication, problem-solving, and leadership skills.
• Experience supporting both domestic and international customers is preferred.
• Defense, aerospace, electronics manufacturing, or other highly regulated industry experience is strongly preferred.
• Ability to work on-site five days per week in the Hauppauge, NY area.