Aerospace Customer Service Manager

Crane Company•Burbank, CA

3d•$144,100 - $193,200•Onsite

About The Position

The Manager of Customer Service Administration is a leadership role responsible for championing customers and supporting operational excellence. The position leads a high-performing Customer Service team responsible for contract administration, order fulfillment, and end-to-end customer support. It manages customer relationships relating to order management and captures and communicates the Voice of the Customer to drive improvements that enhance customer satisfaction. Through disciplined process management and a commitment to customer satisfaction, the manager ensures consistent, high-quality, efficient business processes that support the annual operating plan. The position is based on-site in Burbank, California, in a standard office environment associated with manufacturing operations. Regular travel to Crane Aerospace & Electronics business sites is estimated at 25%. Work may involve exposure to loud noises, cold temperatures, confined spaces, dust, or fumes. On-site manufacturing operations may require safety equipment and other PPE. Work is approximately 90% sitting and 10% standing, with lifting and pushing up to 10 pounds, and requires visual concentration and use of a computer and basic office equipment. The salary range is $144,100 to $193,200 annually. Some roles may be eligible for performance-based bonuses. Benefits include health care, dental or life insurance starting the first day of the month; 15 days of paid time off accruing from the first day of employment; 12 paid holidays; a 401(k) plan with company match; and education reimbursement eligibility after six months of employment. A satisfactory background check is required. Access to Controlled Data or Information may be required; where it is, only US Persons will be considered under ITAR requirements.

Requirements

At least 5 years of related experience.
At least 3 years of previous management experience.
Knowledge of aerospace and defense order management, contract terms, manufacturing, people management, operational excellence, and lean office practices.
Knowledge of ERP systems, preferably Oracle systems.
Advanced skills in employee development, team building, business acumen, continuous improvement, systems and tools, project management, and written and verbal communication.
Ability to plan and accomplish goals based on extensive experience and judgment.
Proficiency working with and leading cross-functional teams, and demonstrated problem-solving ability.
Strong communication skills and ability to maintain relationships with internal and external customers.
Experience presenting and communicating results to stakeholders across the business.
Bachelor of Science degree in Business or a related field.
May need to qualify as a US Person if the position requires access to Controlled Data or Information under ITAR.
Satisfactory background check required.

Responsibilities

Lead, mentor, and develop the Customer Service Administration team; communicate goals and expectations and use KPI-driven standard work to monitor progress, identify gaps, and drive performance actions.
Identify and manage metrics supporting the annual operating plan, productivity, customer satisfaction, and compliance with Crane policies and procedures.
Allocate customer assignments across the team to balance workload, improve responsiveness, and ensure timely, accurate order administration.
Drive standardization, efficiency, and customer satisfaction across the order-to-delivery process.
Champion continuous improvement initiatives that improve team productivity, process compliance, and customer experience.
Serve as an escalation point for the Customer Service team, providing guidance, direction, and timely resolution.
Manage customer relationships relating to order management and capture and communicate the Voice of the Customer to drive business improvements.
Perform other tasks assigned by a supervisor or management.