Customer Service Manager

Valence Surface Technologies is a full-service surface finishing company specializing in the commercial aerospace, defense, space and satellite industries. With ten strategically located sites across the United States, Valence provides a start to finish solution from NDT and chemical processing, to paint and sub-assembly.

Position Summary:

Responsible for managing all customer relationships, overseeing order fulfillment processes, and ensuring exceptional service delivery to the customers.

Responsibilities

• Ensure timely and accurate communication with customers regarding order status, delivery timelines, and service issues.
• Build and maintain strong relationships with aerospace clients, ensuring satisfaction and retention.
• Collaborate with production, planning, and quality teams to align customer expectations with operational capabilities.
• Monitor and manage order flow, pricing accuracy, and contract compliance.
• Analyze customer trends and feedback to identify opportunities for service enhancements.
• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Lead, coach, and develop the customer service team to ensure high performance and professional growth.
• Establish clear performance metrics and conduct regular evaluations.
• Foster a culture of accountability, responsiveness, and continuous improvement.
• Serve as the primary escalation point for key customer accounts.
• Develop and maintain reporting tools to track service performance, order accuracy, and customer satisfaction.
• Ensure compliance with industry standards, customer requirements, and internal policies.

Qualifications

• Bachelor’s degree in Business, Operations, or a related field preferred.
• 3+ years of experience in a program management or customer service leadership role, in aerospace or manufacturing.
• Strong understanding of aerospace processing requirements and customer expectations.
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency in ERP systems
• Demonstrated ability to lead cross-functional teams and drive results.

Export Compliance Requirement

This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a US Person.