Manager, Customer Service

ITT Inc. - English US•Valencia, CA

17h•$122,900 - $183,300

About The Position

The Customer Service Manager leads customer service and inside sales activities related to order management, delivery, and shipment of ITT Aerospace Controls products to customers worldwide. Reporting to the Director(s) of Sales, this role provides leadership, direction, and coaching to customer service teams to promote strong performance, customer satisfaction, and operational excellence. The manager builds long-term customer relationships and supports effective order execution and demand fulfillment. The role serves as a liaison between customers and internal teams, coordinating with Sales, Operations, Supply Chain, Engineering, Quality, and Finance. It helps ensure stakeholders understand customer needs, order status, delivery commitments, risks, and growth opportunities while supporting business objectives and customer success. The manager also leads customer support operations and continuous improvement, monitors service performance, and supports ERP, CRM, and digital transformation initiatives.

Requirements

Bachelor’s degree in business or a technical field.
4 to 10 years of related experience and/or training.
Strong understanding of aerospace systems, components, and regulatory environments.
Strong leadership and team development skills.
Excellent customer relationship management capabilities.
Exceptional communication and conflict-resolution skills.
Strong analytical and problem-solving abilities.
Knowledge of aerospace aftermarket operations and supply chain processes.
Experience with ERP systems such as SAP, Oracle, LN, or similar.
Proficiency in Microsoft Office, including Excel with pivot tables and Power BI.
Must be a U.S. person within the meaning of ITAR: U.S. citizen, U.S. permanent resident, political asylee, or refugee.

Nice To Haves

MBA.
3 or more years of leadership or supervisory experience.

Responsibilities

Build customer trust through consistent communication, realistic commitments, accurate information, and positive results.
Represent the voice of the customer internally and track customer scorecards.
Lead customer production readiness reviews and coordinate customer visit requests related to existing orders and demand.
Maintain proactive communication about order status, risks, and resolutions.
Handle emotionally charged customer interactions constructively and communicate unwelcome news sensitively and objectively.
Identify and negotiate solutions that meet customer needs while supporting ITT strategy and business goals.
Collaborate with internal and external partners to resolve issues and communicate customer impact to internal teams.
Support strategic pricing and planning to meet corporate profit goals, and provide customer insights to Sales to strengthen relationships and identify opportunities.
Drive continuous improvement in customer service and related processes.
Oversee order entry, fulfillment, backlog management, and shipment execution; ensure quotes, order entry, and issue resolution are prompt, accurate, and compliant.
Prepare order forecasts as requested and proactively identify and mitigate risks affecting customers or ITT.
Support payment issue resolution and bad debt recovery.
Use customer and market knowledge to identify sales opportunities and provide competitive pricing and lead times.
Improve on-time delivery, response times, and customer satisfaction; monitor and report customer service KPIs.
Lead recovery plans for late deliveries, material shortages, and service disruptions.
Support ERP, CRM, and digital transformation initiatives affecting customer service operations.
Lead and manage the customer support team and develop support strategies aligned with business goals and regulatory requirements.
Communicate ITT’s vision, motivate employees, and foster a collaborative, accountable, and empowered team culture.
Promote team accomplishments, support others’ success, champion innovative approaches, and adhere to commitments with integrity.
Align organizational structure, processes, and work environment with business objectives and ITT values.
Monitor performance indicators including OTD, CSAT, order book-to-bill, backlog, quote turnaround, expedite resolution, customer response, escalation closure, and team productivity.