Customer Service Manager _ Inertial Aerospace

HEICO Corporation•Highland Heights, OH

9d•Onsite

About The Position

Inertial Aerospace, a HEICO company, is hiring a full-time Customer Service Manager at our Highland Heights, OH facility. With decades of aviation industry experience, Inertial Aerospace is a recognized leader in inertial navigation and avionics equipment repair. Since joining HEICO in 2001, the company has continued to support the industry through innovation, service excellence, and operational reliability. This is an excellent opportunity for a motivated professional who enjoys challenges, values continuous learning, and is seeking long-term growth within a successful organization.

Requirements

3+ years of experience in customer service, account management, or a related role, with prior leadership experience.
Strong leadership, coaching, and team development skills.
Excellent written and verbal communication skills with professional customer-facing presence.
Proficient in Microsoft Office, including Word, Excel, and Outlook.
Strong organizational, analytical, and problem-solving abilities.
Ability to prioritize competing demands and make sound decisions in a fast-paced environment.
Ability to build cross-functional partnerships and work effectively across departments.
High attention to detail and commitment to service quality and accuracy.
Excellent attendance, professionalism, and a positive leadership attitude.

Nice To Haves

Experience with ERP systems and customer documentation processes preferred.
Aviation, aerospace, manufacturing, or repair industry experience preferred.
Demonstrated ability to lead through change and continuously improve team performance.

Responsibilities

Lead, coach, and develop the customer service team.
Oversee and support daily quoting, order status, warranty support, invoicing, and customer communication.
Follow up on past-due orders and provide timely status updates.
Monitor workload, set priorities, and allocate resources as needed.
Resolve escalated customer concerns, service issues, and complex requests.
Coordinate with Production, Operations, Quality, and Sales to align customer commitments and business needs.
Review quotes per company and customer requirements.
Complete RFQs accurately and on time.
Maintain customer pricing lists for quote accuracy and contract compliance.
Support annual budget reviews and awareness activities.
Track customer service metrics, trends, and corrective actions.
Support customer scorecards and performance reviews.
Drive improvements in responsiveness, accuracy, and customer satisfaction.
Maintain ERP and customer records for documentation and audit readiness.
Support customer portal activity and keep portal information current.
Support hiring, onboarding, performance management, and training.
Communicate customer issues, service risks, and improvement opportunities to leadership.
Perform other duties and strategic initiatives as assigned.