Customer Service Manager

Canyon Aeroconnect • Prescott, AZ

2d • Onsite

About The Position

Canyon AeroConnect is a leading supplier of avionic-standard aircraft communications, navigation, and audio/intercom systems. The Customer Service Manager, reporting to the VP of Sales and Marketing, is responsible for leading and developing the customer service team that supports both new sales and repair activities. This role oversees daily customer service operations, ensuring consistent responsiveness, accuracy, professionalism, and execution in all customer interactions and order management. The manager will establish customer service standards, drive team performance, and ensure efficient and accurate processing of customer requests, quotations, and orders. Collaboration with Sales Managers, Business Unit Managers, engineering, operations, and other cross-functional teams is key to resolving customer issues and maintaining high customer satisfaction. This leadership role involves training, mentoring, coaching, and developing customer service personnel, while also driving continuous improvement in customer responsiveness, communication, and operational execution.

Requirements

• Strong leadership, coaching, and team development skills
• Strong customer-focused mindset with the ability to professionally manage customer concerns, priorities, and escalations
• Strong organizational and prioritization skills with the ability to manage multiple customer requests and operational activities simultaneously
• Ability to establish accountability and performance expectations within a customer service environment
• Strong verbal, written, and interpersonal communication skills
• Strong attention to detail and commitment to operational accuracy
• Ability to collaborate effectively across engineering, operations, sales, finance, and other functional teams
• Ability to identify process improvement opportunities and drive operational consistency
• Strong analytical and problem-solving skills
• Ability to operate effectively in a fast-paced manufacturing and customer-driven environment
• Proficient command of English operational and business language, written and verbal
• Proficient with Microsoft Office, ERP systems, and CRM software
• Must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, or asylee.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Nice To Haves

• Experience in aerospace manufacturing, repair operations, or technical product environments preferred
• Bachelor’s degree or higher from an accredited university or college preferred
• 5+ years of customer service, account management, sales operations, or business operations experience in the aerospace and defense industry
• Prior leadership or supervisory experience preferred
• Experience working within manufacturing, repair, or engineering-driven environments preferred

Responsibilities

• Lead, develop, and manage Customer Service Representatives supporting both new sales and repair activities
• Establish and maintain customer service standards, processes, and performance expectations across the organization
• Define customer service processes, documentation standards, and transactional accuracy requirements
• Provide coaching, training, and guidance to customer service personnel to improve responsiveness, communication quality, and operational accuracy
• Coordinate account assignments and workload balancing to support customer responsiveness and operational efficiency
• Partner closely with Sales Managers and Business Unit teams to support resolution of customer escalations and operational issues
• Monitor and improve customer response times, quote turnaround time, order entry accuracy, and overall customer service performance
• Ensure customer quotations, orders, and related transactions are processed accurately and in a timely manner
• Drive accountability within the customer service team to meet established performance metrics and customer expectations
• Collaborate with engineering, operations, sales, and finance teams to support customer requirements and business objectives
• Identify process improvement opportunities and implement standard work to improve efficiency, consistency, and customer satisfaction
• Analyze customer service performance metrics, trends, and operational data to identify risks and improvement opportunities
• Support implementation and effective utilization of ERP and CRM systems within customer service operations
• Participate in customer meetings, internal reviews, and cross-functional discussions as required
• Other duties as assigned, consistent with the scope and level of the role

Benefits

• Equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.
• Affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager