Customer Service Manager
Overview
An established global industrial services organization is seeking a Customer Success Manager & Supply Chain Coordinator to support customer accounts, service operations, and supply chain activities within a fast-paced technical service environment.
This highly visible role serves as a key link between customers, operations, logistics, and leadership teams. The ideal candidate is customer-focused, organized, proactive, and capable of managing multiple priorities while ensuring excellent communication and operational efficiency.
Key Responsibilities
Customer Relationship Management
- Serve as a primary point of contact for customer inquiries, service requests, and account management activities.
- Provide timely updates regarding order status, approvals, shipment readiness, and potential delays.
- Maintain consistent communication with customers throughout the service lifecycle.
- Monitor service tickets and customer requests, ensuring timely follow-up and resolution.
- Coordinate customer approvals, documentation requests, and issue escalation when necessary.
- Support customer satisfaction initiatives and maintain strong customer relationships.
- Manage customer accounts while ensuring accurate information is maintained within company systems.
Supply Chain & Operations Support
- Prepare customer quotes and pricing information.
- Support sourcing activities, vendor communication, and material tracking.
- Coordinate with operational teams to ensure efficient workflow from intake through shipment.
- Assist with urgent customer requirements and operational priorities.
- Support inventory, logistics, and supply chain activities to maintain operational continuity.
- Monitor lead times and supplier performance to support customer commitments.
Process & Workflow Management
- Follow established processes, procedures, and operational standards.
- Maintain accurate records and documentation within business systems.
- Ensure visibility of open orders, customer requests, and operational activities.
- Support continuous improvement initiatives focused on efficiency, communication, and customer service.
- Assist with reporting and operational performance tracking.
Cross-Functional Collaboration
- Partner with operations, logistics, supply chain, and leadership teams to resolve issues and support customer needs.
- Communicate effectively with internal and external stakeholders.
- Work collaboratively within a team-oriented environment while maintaining the ability to work independently.
- Support a professional and customer-focused culture.
Qualifications
Required
- Experience in customer service, customer success, account management, operations coordination, supply chain, or service coordination.
- Strong communication, organization, and follow-up skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Professional phone, email, and customer interaction skills.
- Strong problem-solving abilities and ownership mentality.
- Proficiency with Microsoft Office Suite.
- Ability to work independently while following established processes and procedures.
Preferred
- Experience within aviation, aerospace, manufacturing, industrial services, maintenance, repair, or technical service environments.
- Experience using SAP, ERP systems, ticketing systems, or workflow management platforms.
- Experience supporting international customers or global operations.
- Experience participating in process improvement initiatives.
- Familiarity with customer account management and service ticket monitoring.
Key Competencies
- Customer Relationship Management
- Communication & Stakeholder Management
- Problem Solving & Accountability
- Team Collaboration
- Organization & Prioritization
- Process Management & Attention to Detail
Benefits
Our comprehensive benefits package is designed to support employees and their families and includes:
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA) and Flexible Spending Account (FSA) Options
- Employee Assistance Program and Mental Health Resources
- Paid Parental Leave
- Company-Paid Long-Term Disability Coverage
- 401(k) with Employer Match
- Floating Holiday
- Tuition Reimbursement Program
- Paid Time Off and Additional Employee Benefits
Why Join Us?
This position offers an excellent opportunity to build customer relationships, support critical operations, and contribute to the success of a growing technical services organization. If you enjoy problem-solving, customer interaction, and working across multiple business functions, we encourage you to apply.
