Manager, Customer Service

Who Are We?
FDH Aero is a trusted global supply chain solutions partner for aerospace and defense companies, helping to shape the industry by simplifying the supply chain. With over 60 years serving as a leading independent industry partner, FDH specializes in hardware, electrical, consumables and expendables, licensed products, and value-added services for global OEM and aftermarket customers. FDH is headquartered in Commerce, California, and has operations across the Americas, EMEA and APAC. FDH Aero – named a Best Places to Work in Aviation in 2024 – has locations in 14 countries across the globe, with more than 1,500 best-in-industry employees and over 650,000 square feet of inventory space.

FDH is headquartered in Commerce, California, and has operations across the Americas, EMEA and APAC. FDH Aero – named a Best Places to Work in Aviation in 2024 – has locations in 14 countries across the globe, with more than 1,500 best-in-industry employees and over 650,000 square feet of inventory space.

Why Work Here?
At FDH Aero, we understand that the strength of our brand comes from our people.

We invest in driven, diverse and experienced professionals who are naturally curious, courageous and motivated towards action. We value tempering confidence with humility, and a mission that always starts with service-first.

Our Values Guide Everything We Do
We Are Service First
- We act with agility and intelligence to solve our partner's most pressing needs. We safeguard our trusted relationships by communicating with clarity and unmatched follow through.

We Are Respectful
- We behave with dignity, fairness, and acceptance. We thrive by prioritizing empathy, humility, and connection to our collective community.

We are Amplifiers
- We invest in driven, diverse and experienced professionals, businesses and partners. We fuel the entrepreneurial spirit by providing autonomy, authority and a clear mission.

We Are Open-Minded
- We communicate with intention, curiosity, and diversity of thought. By actively contributing with courage and candor, we challenge the status quo and innovate together.

We Are Accountable
- We own responsibility for our outcomes. We set expectations, embrace critique, and empower every employee to take immediate actions on challenges they encounter.

We Value Our People
- That's why we offer competitive benefits, including medical, dental, vision, Flexible Spending Accounts (FSA), 401k matching, and wellness programs. We invest in training, mentorship, and career development to empower our employees to reach their full potential. Our commitment to culture and excellence has earned us recognition as one of Aviation Business News' Best Places to Work in Aviation.

As a team member at FDH Aero you are trusted to deliver, to innovate, and to drive next-generation solutions for tomorrow's supply chain demands. Ready to make an impact? We proudly pursue top talent with a diverse and global set of experiences and backgrounds.

We Are Looking For
The Manager, Customer Service leads and manages order management activities including contract administration, order fulfillment and customer service utilizing common policies and procedures. The Manager, Customer Service is responsible for managing the Global Customer Service team, ensuring that all necessary actions are taken to adhere to business processes, the annual operating plan is supported and order management activities are achieved in the most cost effective, efficient manner. Their duties include communicating customer service objectives, compiling data to make assessments of their progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

What You'll Do (Responsibilities)

• Effectively manage customer order book fulfillment
• Collaborate with sales, operations, and purchasing teams to ensure customer on time delivery
• Proactively address order-related issues and discrepancies
• Build and maintain strong relationships with key customers
• Serve as the primary point of contact for customer concerns and escalations
• Strive to exceed customer expectations through exceptional service
• Develop and implement strategies to improve on-time delivery performance
• Monitor and analyze delivery metrics, identifying areas for improvement
• Work closely with logistics and warehouse teams to optimize delivery processes
• Lead, mentor, and inspire a customer service team to deliver outstanding performance
• Foster a positive and collaborative team culture
• Conduct regular training sessions to enhance team skills and product knowledge
• Implement continuous improvement initiatives in customer service processes
• Gather feedback from customers and internal stakeholders for process enhancement
• Stay abreast of industry trends and best practices
• Perform other duties as assigned

What You Bring (Qualifications & Skills)

• Bachelor's degree in Business, Sales, Engineering, or a related field (MBA is a plus)
• 5+ years of experience in aerospace sales, sales management or lead
• Knowledge of Aerospace and Defense Order Management, Contract terms, Manufacturing, People Management, Operational Excellence and lean office
• Knowledge of ERP systems
• Proficient working and leading cross functional teams as well as demonstrated ability to solve problems
• Strong communication skills and proven track record building relationships with internal and external customers
• Scorecard management knowledge and proven experience
• Understands specific customer demand and coordinates with demand management as well as other stakeholders across the business
• Ability to travel as required

FDH Aero
is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.