Aerospace Customer Service Manager

Crane Company•Burbank, CA

1d•$144,100 - $193,200•Onsite

About The Position

Crane Aerospace and Electronics is hiring a Customer Service Manager for an on-site role in Burbank, California. This leadership position champions customers and operational excellence by leading the Customer Service team responsible for contract administration, order fulfillment, and end-to-end customer support. The manager oversees customer relationships related to order management and captures and communicates the Voice of the Customer to help improve the business and enhance customer satisfaction. Through effective leadership and disciplined process management, the manager ensures processes are carried out consistently, with quality and efficiency, in support of the annual operating plan. The role requires regular travel, estimated at 25%, to Crane Aerospace & Electronics business sites. It is based in a standard office environment within a manufacturing setting, with possible exposure to noise, cold temperatures, confined spaces, dust, or fumes. Onsite manufacturing operations may require personal protective equipment. Work is approximately 90% sitting and 10% standing, with lifting and pushing up to 10 pounds. The job involves substantial visual concentration and use of a computer and basic office equipment. The position may require access to Controlled Data or Information. Where such access is required, only US Persons will be considered, consistent with ITAR requirements. Candidates must complete a satisfactory background check; FAA-sensitive positions require participation in a random drug test pool. The annual salary range is $144,100 to $193,200. Some roles may be eligible for performance-based bonuses.

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; Oracle systems are preferred.
Demonstrated ability to plan and accomplish goals based on extensive experience and judgment.
Advanced skills in employee development, team building, business acumen, continuous improvement, systems and tools, project management, and written and verbal communication.
Proficiency in working with and leading cross-functional teams, along with 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.
Must be a US Person if the position requires access to Controlled Data or Information.

Responsibilities

Lead, mentor, and develop the Customer Service Administration team, communicating goals and expectations and using KPI-driven standard work to monitor progress, identify gaps, and drive performance.
Identify and manage metrics supporting the annual operating plan, productivity, customer satisfaction, and compliance with company 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 throughout the order-to-delivery process.
Champion continuous improvement initiatives to increase team productivity, process compliance, and customer experience.
Serve as an escalation point for the Customer Service team, providing guidance and timely resolution.
Capture and communicate the Voice of the Customer to drive business improvements.
Perform other tasks assigned by a supervisor or management.