Customer Service Manager

Customer Service Manager/Aerospace

Position Overview: The Customer Service Manager is responsible for managing and coordinating customer service activities across SIP Holding Companies’ facilities, including Diverse Aircraft Services (DAS). This role ensures timely and professional communication with clients, supports internal workflow alignment, and upholds regulatory and quality compliance. The Customer Service Manager serves as a strategic liaison between the organization and its aviation customers, focused on enhancing service quality, turnaround time (TAT), and overall customer satisfaction.

Key Responsibilities:

1. Customer Relationship Management:

• Supervise and support customer service staff acrosss the organization and DAS to ensure consistency in client communication and service delivery.
• Serve as the primary escalation point for key accounts and complex customer concerns.
• Monitor and manage customer satisfaction metrics and resolve service complaints promptly and professionally.
• Ensure timely processing of quotes, order acknowledgments, updates, and delivery notifications.

2. Workflow & Communication:

• Oversee the flow of customer orders from receipt to return-to-service (RTS), ensuring accurate job tracking and proactive updates.
• Coordinate with Production, Quality, and Logistics teams to provide customers with real-time status on work orders and delivery estimates.
• Track and report on customer service KPIs, including TAT, response times, and open work order metrics.

3. Compliance & Documentation:

• Ensure customer service documentation and communications are compliant with FAA, EASA, and any other company cert requirements.
• Review work orders, certifications, customer records, and service histories for completeness and accuracy.
• Assist in internal and external audits by providing accurate documentation and procedural clarity.

4. Team Leadership:

• Train and mentor the customer service team at the company's and DAS locations to ensure consistency and high performance.
• Establish standard operating procedures (SOPs) for client interaction, documentation handling, and follow-ups.
• Conduct regular team meetings and performance evaluations.

5. Cross-Departmental Collaboration:

• Work closely with Sales, Maintenance, Quality Assurance, and Shipping/Receiving to ensure alignment on repair schedules and customer needs.
• Collaborate with Finance for invoice processing, credit memos, and account resolution.
• Provide feedback to management on process improvements and customer trends.

Education Requirements:

• Associate’s or Bachelor’s degree in Business Administration, Aviation Management, or a related field preferred.

Skills & Qualifications:

• 3–5 years of experience in a customer service or account management role within the aviation or MRO industry.
• Minimum of 2 years in a supervisory or leadership role.
• Strong knowledge of aviation repair station operations and regulatory documentation (FAA, EASA, AS9110).
• Proficiency in ERP/MRO systems (e.g., Quantum, Pentagon) and Microsoft Office Suite.
• Strong communication, negotiation, and interpersonal skills.
• Bilingual (English/Spanish) preferred.
• Ability to manage multiple priorities in a high-paced, compliance-driven environment.

• Salary Range - $90,000

• Benefits: Medical, Dental, Vision, 401K, etc.

• Equal Opportunity Employer/Veterans/Disabled

• To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to en-us/candidate-privacy
• The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

*The California Fair Chance Act

*Los Angeles City Fair Chance Ordinance

*Los Angeles County Fair Chance Ordinance for Employers

*San Francisco Fair Chance Ordinance