Inside Sales /Customer Service Manager

Valence•West Springfield, MA

3d•Onsite

About The Position

Serve as the primary point of contact for aerospace customers regarding order status, delivery schedules, quality concerns, and technical inquiries. Monitor orders from receipt through completion and shipment. Manage customer communications related to purchase orders, schedule changes, expedites, and delivery commitments. Coordinate with Planning, Production, Quality, and Engineering to provide accurate and timely updates to customers. Lead customer issue resolution efforts, including late deliveries, quality concerns etc. Develop and maintain strong customer relationships through proactive communication and exceptional service. Monitor customer satisfaction feedback and flow to leadership and assist in driving corrections actions to mitigate negative trends. Participate in customer audits, business reviews, and operational meetings as required. Conduct customer meetings and business reviews as required. Other duties as assigned.

Requirements

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 “U.S. Persons”.

Responsibilities

Qualify new customer accounts and manage current customer relationships to achieve Site level New Business Wins expectations
Track and review pricing for updates as necessary to meet or exceed profitability objectives
Track metrics like conversion rates, customer satisfaction scores, and sales volume trends
Negotiate pricing and terms and conditions when applicable
Manage the Customer Service team members to drive customer satisfaction and site performance
Resolve escalated complaints and maintain high service standards to keep customers loyal
Manage New Business Integration (NBI) process for new business. Act as the liaison between the customer, customer service team and operations
Manage incoming Request for Quotes (RFQ) using CRM tools and prioritize estimating teams activities
Promotion and customer education on the Valence’s extensive processes and approvals
Proactively manage accounts with quotation follow-up and relationship building
Backup customer service team during times of high sales calls or absences
Perform in a fast-paced work environment among various groups including customers, internal customer service, planning, and production
Monitor orders from receipt through completion and shipment.
Manage customer communications related to purchase orders, schedule changes, expedites, and delivery commitments.
Coordinate with Planning, Production, Quality, and Engineering to provide accurate and timely updates to customers.
Lead customer issue resolution efforts, including late deliveries, quality concerns etc.
Develop and maintain strong customer relationships through proactive communication and exceptional service.
Monitor customer satisfaction feedback and flow to leadership and assist in driving corrections actions to mitigate negative trends.
Participate in customer audits, business reviews, and operational meetings as required.
Conduct customer meetings and business reviews as required.