Customer Service Manager

Role Overview

Valence Surface Technologies is hiring a Customer Service & Shipping Manager in West Springfield, MA to oversee customer communications, shipping operations, scheduling coordination, and quality-focused service for aerospace accounts.

Customer Service Responsibilities

• Act as the main contact for aerospace customers on order progress, delivery timing, technical questions, and quality-related concerns.
• Handle communication around purchase orders, schedule revisions, rush requests, and delivery commitments.
• Work with Planning, Production, Quality, and Engineering to keep customers informed with accurate, timely updates.
• Own escalation and resolution of customer problems such as late shipments and quality issues.
• Build long-term customer relationships through proactive updates and strong service delivery.
• Track customer satisfaction signals, share concerns with leadership, and support corrective actions to address negative trends.
• Take part in customer audits, business reviews, and operational meetings when needed.

Shipping & Logistics Responsibilities

• Manage shipping and receiving activities to ensure alignment with customer, regulatory, and aerospace requirements.
• Confirm that shipments are packaged, labeled, documented, and certified according to customer specifications.
• Review shipping paperwork and approve it before dispatch where applicable.
• Coordinate with freight carriers, transport providers, and customer logistics teams.
• Set daily shipping priorities to support on-time delivery goals.
• Investigate shipment discrepancies, documentation mistakes, and transport issues, then drive root-cause and corrective action follow-up.
• Watch freight spend and pursue savings opportunities without reducing delivery performance.
• Maintain compliance with export control rules, hazardous material requirements, and customer-specific shipping instructions where relevant.

Production & Scheduling Coordination

• Partner with Planning and Operations to match customer expectations with available production capacity.
• Manage expedite requests and prioritize orders that are critical to the customer.
• Monitor work-in-process and alert stakeholders early when delivery risk appears.
• Support capacity planning by sharing customer demand forecasts and schedule visibility.
• Join daily production meetings to keep customer commitments aligned with shop-floor execution.

Quality, Compliance, and Leadership

• Ensure work follows aerospace quality requirements, including AS9100, Nadcap, customer specifications, and internal procedures.
• Support corrective and preventive actions tied to complaints and delivery performance issues.
• Make sure certification and documentation packages meet customer and regulatory expectations.
• Assist with customer audits and supplier assessments as needed.
• Promote a strong culture of quality, compliance, and customer satisfaction across the organization.
• Supervise and develop customer service and shipping team members.
• Set team goals, key metrics, and performance expectations.
• Lead improvement projects that enhance customer experience, shipping accuracy, and operational efficiency.
• Create standard processes and work instructions to improve consistency.
• Encourage strong collaboration among Customer Service, Shipping, Quality, Planning, and Operations.

Compensation & Benefits

The salary range for this role is $85,000 to $90,000 annually. Benefits include medical, dental, and vision coverage, long-term disability, an employee assistance program, a 401(k) with 3% match, and holiday pay.

Experience Required

Preferred candidates should have at least 5 years of experience in customer service, logistics, operations, or account management within aerospace manufacturing, metal finishing, or special process environments. Prior supervisory or leadership experience of 2 years or more is preferred. Experience working with aerospace customers such as OEMs, Tier 1 suppliers, or defense contractors is also preferred.

Education

An associate degree or higher in Business Administration or a related discipline is preferred.

Equal Opportunity Notice

Valence Surface Technologies is an equal opportunity employer. Applicants are entitled to federal employment rights information, including the Department of Labor's Know Your Rights notice.