Position SummaryThe
Customer Service Manager (CSM), reporting to the Director(s) of Sales, is responsible for leading all customer service and inside sales activities related to the order management, delivery, and shipment of ITT Aerospace Controls products to customers worldwide.
The CSM provides leadership, direction, and coaching to the
Customer Service and Customer Demand Management teams, ensuring high levels of performance, customer satisfaction, and operational excellence. This role is responsible for developing and maintaining strong, long-term customer relationships while driving effective order execution and demand fulfillment.
The CSM serves as a key liaison between customers and internal functional teams, coordinating activities across Sales, Operations, Supply Chain, Engineering, Quality, and Finance to ensure alignment with customer requirements. This role ensures all stakeholders are informed of customer needs, order status, delivery commitments, and strategic growth opportunities, while supporting the achievement of business objectives and customer success.
Essential ResponsibilitiesESSENTIAL DUTIES AND RESPONSIBLILTIES include the following. Other duties may be assigned.
Customer Relationship Management- Build customer trust through consistent communication, realistic commitments, accurate information, and positive results.
- Serve as the voice of the customer (VOC) internally, track and Customer Scorecards.
- Responsible for leading customer production readiness review
- Ensure all customer visit requests related to orders and demand on existing business are coordinated and supported.
- Maintain proactive communication and transparency on order status, risks, and resolutions.
Customer Solutions- Remains calm and constructive in emotionally charged interactions with customers and delivers unwelcome news objectively with the appropriate sensitivity.
- Identifies and drives options that support ITT's strategy/business goals as well as customer needs.
- Negotiates mutually beneficial solutions for the customer and ITT by leveraging his/her understanding of the Customer's business as well as ITT's strategy.
- Collaborate with internal and external partners to resolve issues and drive optimal outcomes.
- Communicate customer impact to internal teams to ensure urgency and alignment.
- Support strategic pricing and planning to meet corporate profit goals.
- Provide customer insights into Sales to enhance relationships and identify opportunities.
- Drives continuous improvement into the Customer Service function and related processes.
Sales and Financial Goals- Oversee order entry, order fulfillment, backlog management, and shipment execution.
- Ensure prompt, accurate and compliant quotes, order entry, and issue resolution.
- Analyze and prepare order forecast per request.
- Leads team to follow order status and proactively identifies and mitigates risks before they impact the customer or ITT.
- Support resolution of payment issues and bad debt recovery.
- Provides customer intelligence to Sales partners that will drive sales growth and improve the customer relationship.
- Leverages knowledge of the customer and market to identify opportunities and provide competitive prices and lead times to close sales opportunities.
Operational Performance- Drive improvements in on-time delivery (OTD), response times, and customer satisfaction metrics.
- Monitor and report key performance indicators (KPIs) related to customer service performance.
- Lead recovery plans for late deliveries, material shortages, and service disruptions.
- Support ERP, CRM, and digital transformation initiatives impacting customer service operations.
Leadership/ Supervisory Responsibilities- Lead and manage the customer support team to ensure high-quality service delivery.
- Develop and implement customer support strategies aligned with business goals and regulatory requirements.
- Communicates the ITT vision and motivates people toward that vision.
- Foster a collaborative, accountable and empowered team culture.
- Practices appreciation and gratitude by promoting team accomplishments and by being committed to others' success.
- Champions innovative approaches or opportunities and demonstrates integrity by adhering to commitments.
- Align organizational structure with business objectives.
- Develops an organizational structure, process and work environment that supports core ITT values and enables business results for ITT and its customers.
Position RequirementsEDUCATION and/or EXPERIENCE- A bachelor's in business or technical degree; MBA is desirable.
- 4 to 10 years related experience and/or training.
- 3+ years of leadership or supervisory experience preferred.
- Strong understanding of aerospace systems, components, and regulatory environments.
Skills and COMPETANECIES - 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 (SAP, Oracle, LN, or similar).
- Proficiency in Microsoft Office Suite, including good Excel with pivot tables and Power BI.
KEY PERFORMANCE INDICATORS- On-Time Delivery (OTD)
- Customer Satisfaction Score (CSAT)
- Order Book-to-Bill Performance
- Backlog Management
- Turnaround time on repair and spare quotes
- Expedite Resolution Time
- Customer Response Time
- Escalation Closure Rate
- Team Productivity and Performance Metrics
OTHER REQUIREMENTSThis position requires use of information 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 U.S. Citizen, U.S. Permanent Resident (i.e., 'Green Card Holder'), Political Asylee, or Refugee.
