Customer Support Supervisor

Responsibilities

Howmet Fastening Systems (HFS) is seeking a Customer Support Supervisor for our North American manufacturing sites. This position will be based in our Torrance California location. This role is responsible for supporting the HFS Commercial team and Manufacturing Sites related to Customer Support and Sales/Marketing activities. The Customer Support Supervisor oversees, leads, and trains the Customer Support Team to maintain the highest level of customer satisfaction; investigates and solves product and service complaints; acts as an information resource to the Outside Sales and Product Management teams.

Roles And Responsibilities

• Provide leadership, guidance, and support to the Customer Support Team to ensure the highest level of customer satisfaction in support of business for all North American HFS Manufacturing Sites and customers.
• Responsible for training and motivating the Customer Support Team, monitoring their performance, resolving customer complaints, and developing and implementing Customer Support policies and procedures.
• Responsible for management of assigned strategic customers in North America, South America, Latin America, Japan, and certain European accounts.
• Supervise and manage Customer Support Representative, meet with Customer Support Representatives to review employee and department issues, conduct Employee Performance Reviews and Goal Setting.
• Support Business Process updates/changes for Howmet Business Systems relating to Customer Support.
• Coordinate with Site Quality and support Audits at all sites – BSI, AS9100, etc.
• Coordinate with Site Management on-site requests for reschedules and handle elevation of delivery issues, customer complaints, and line stoppages.
• Review pending/unprocessed orders weekly and take actions to progress processing or rejecting them.
• Review and recommend approval or denial of all customer cancellation requests.
• Audit Customer Support quote approvals, update Skills Matrix, manage team career progression.
• Review and coordinate all incoming customer forms requiring Management approvals.
• Maintain and update customer Certification and Fee Charges matrix.
• Participate in customer calls & meetings and visit customers periodically as needed and as required by Commercial Leadership.
• Ensure that all work activities are performed in accordance with established safety and environmental standards.
  
  

Qualifications

Basic Qualifications:

• Bachelor's degree and 5 years of experience in aerospace and/or manufacturing environment OR 10 years of experience in aerospace and/or manufacturing environment.
• 2 years of experience leading a team.
• Employee must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
• This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
  
  

Preferred Skills & Qualifications:

• Prior experience in Customer Support Supervision and Business Analysis is preferred.
• Strong Aerospace Industry knowledge and experience desired.
• Strong written and verbal communication skills for interacting with various stakeholders.
• Advanced mathematical and statistical analysis skills with ability to analyze data and performance trends.
• Advance level of Microsoft Office Suite of Applications, especially Excel and PowerPoint.
• Ability to function independently, take general directions and implement and execute a plan of action.
• Comfortable functioning well in a high-paced environment under tight deadlines and balancing multiple competing priorities.
• Comfortable presenting and participating in discussions within a high-level management environment.
• Understanding of accounting principles, profit, loss, standard costing, direct variable costing, cash flow, net present value analysis.
• Project Management experience in managing and overseeing multiple projects at a time.
  
  

Additional Notes

This role is crucial for ensuring that the Customer Support team is provided with the essential data, analysis, tools, and supervisory guidance needed to competitively price and effectively market our aerospace fastening systems to meet both our customers’ needs and HFS’ business needs.

Benefits/Salary:

The position includes competitive wages and a comprehensive benefits package available day one of hire, including health insurance (medical, dental, vision), excellent 401k matching program, paid holidays and vacation. Howmet Aerospace curates a strong working environment through opportunities for career progression, community engagement activities, and flexible schedules contingent upon role and location. The salary range for this position is $95-115k.

About Us

Howmet Aerospace Inc. (NYSE: HWM), headquartered in Pittsburgh, Pennsylvania, is a leading global provider of advanced engineered solutions for the aerospace and transportation industries. Our primary businesses focus on jet engine components, aerospace fastening systems, titanium structural parts and forged wheels. With $7.4 Billion in revenue in 2024, our products play a crucial role in enabling fuel efficiency and lightweighting, contributing to our customers’ success and making a positive impact on the world. To learn more about the way Howmet Aerospace Inc. is advancing the sustainability of our customers, markets, and communities where we operate, review the 2024 Environmental Social and Governance report at www.howmet.com/esg-report . Follow: LinkedIn , Twitter , Instagram , Facebook , and YouTube .

Equal Opportunity Employer:

Howmet is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other applicable legally protected characteristics.

If you need assistance to complete your application due to a disability, please email TalentAcquisitionCoE_Howmet@howmet.com