Customer Service Manager

Job Title: Customer Service Manager

Location: Phoenix, AZ

Company: CAD Enterprises

About Us:

CAD Enterprises is a leading aerospace and defense machining company dedicated to providing high-quality precision components and services to our clients. With a team of dedicated professionals, we pride ourselves on our collaborative work environment and our commitment to excellence and innovation.

Job Overview:

We are seeking a dynamic and experienced Customer Service Manager to lead our customer service and sales efforts. The successful candidate will be responsible for overseeing customer relations, developing and implementing sales strategies, driving team performance, and achieving sales targets. This role requires a strategic thinker with strong leadership skills, a passion for customer satisfaction, and an understanding of the aerospace and defense industry.

Key Responsibilities:

Customer Relationship Management:

· Serve as the primary point of contact for key clients, addressing inquiries, concerns, and requests promptly and effectively.

· Develop and maintain strong relationships with clients, ensuring their satisfaction with our products and services.

· Implement strategies to enhance customer satisfaction and retention.

· Present Voice of Customer (VOC) and drive actions to improve customer satisfaction.

Operational Management:

· Oversee the day-to-day operations of the customer service and sales functions, ensuring that all processes are efficient and effective.

· Manage order processing and acknowledgement process including customer portal demand processing and MRP order backlog management.

· Customer MRP portal management, accessing customer portal for updates on order tracking, including PO requirement flow downs and retrieval of technical documentation.

· Contract negotiations and management to ensure profitable execution and compliance with all customer requirements. Review long term agreements and contract terms and conditions for compliance with identifying company risk on costs, deliverables, and schedule.

· Monitor and analyze key performance metrics to identify areas for improvement.

· Collaborate with other departments (e.g., production, quality assurance) to resolve customer issues and improve overall service delivery.

Sales Strategy and Planning:

· Work with Business Development team to develop and execute effective sales strategies to achieve company sales targets and objectives.

· Identify and pursue new business opportunities in the aerospace and defense sectors.

· Lead generation and qualification to ensure strong pipeline of new business and order backlog

· Proposal development in support of customer RFQs including pricing strategies and cost estimates

· Analyze market trends and competitor activities to refine sales strategies and stay competitive.

Process Improvement:

· Develop and implement customer service and sales policies, procedures, and standards to enhance service quality.

· Identify and address process bottlenecks and inefficiencies, driving continuous improvement initiatives.

· Stay current with industry trends and best practices to ensure the company remains competitive.

Reporting and Documentation:

· Prepare regular reports on customer service and sales activities, performance metrics, and customer feedback.

· Maintain accurate and comprehensive records of customer interactions, sales transactions, and contracts.

· Provide insights and recommendations to senior management based on data analysis and market trends.

Qualifications:

Education:

· Bachelor’s degree (or equivalent experience) in Business Administration, Management, Sales, Marketing, or a related field. An advanced degree is a plus.

Experience:

· Minimum of 5 years of experience in customer service and sales management, preferably within the aerospace and defense industry.

· Proven track record of successfully managing customer service and sales responsibilities and achieving sales targets.

Skills:

· Excellent leadership and team management skills.

· Strong problem-solving and conflict resolution abilities.

· Exceptional communication and interpersonal skills.

· Proficiency in ERP and/or CRM software and customer service/sales tools.

· Ability to analyze data and generate actionable insights.

Attributes:

· Customer-focused and results-driven mindset with a commitment to delivering high-quality service and achieving sales targets.

· Ability to work under pressure and manage multiple priorities.

· Strategic thinker with a proactive approach to identifying and pursuing business opportunities.

What We Offer:

· Competitive salary and benefits package

· Opportunities for professional growth and development

· A collaborative and innovative work environment

· The chance to be part of a dedicated team in a leading aerospace and defense company

This position requires access to information, or technology, which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a (i) citizen or national of the United States; or (ii) a lawful permanent resident of the United States (i.e. “Green Card Holder”); or (iii) a person admitted to the United States as a refugee, or granted asylum, as specified under applicable law.

Job Type: Full-time

Pay: $1.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 10 hour shift

Experience:

• Customer service: 5 years (Preferred)

Ability to Commute:

• Phoenix, AZ 85043 (Required)

Ability to Relocate:

• Phoenix, AZ 85043: Relocate before starting work (Required)

Work Location: In person