Experienced Customer Service Leader – Global Aerospace Industry

At arenaflex, we're committed to delivering exceptional customer experiences that drive business growth and loyalty. As a key member of our Customer Service team, you'll play a vital role in shaping our customer-centric approach and ensuring that our customers receive the highest level of service across all arenaflex sites, CRO & OEM.

About arenaflex

arenaflex is a leading provider of innovative solutions and services to the aerospace industry. With a rich history of delivering high-quality products and services, we've established ourselves as a trusted partner to our customers. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a leader in the industry.

Job Summary

We're seeking an experienced Customer Service Leader to join our team. As a Customer Service Leader, you'll be responsible for developing and deploying customer service processes that drive exceptional customer experiences. You'll work closely with our site teams, commercial leadership, and general management to ensure that our customers receive timely updates, high-quality products, and responsive support.

Core Responsibilities

As a Customer Service Leader, you'll be responsible for the following key areas:

• Develop and deploy customer service processes for sites globally to provide periodic (daily/weekly) agreed-upon performance updates to customers (quality, delivery, open actions), backlog review, order entry, and customer scorecard management.
• Oversee the review and analysis of customer schedule changes to understand impact to sales plan and operations; coordinate and submit any pricing changes required by customer changes.
• Escalate issues from site Customer Service and Contracts teams appropriately and promptly to commercial leadership and general management as needed.
• Monitor and report on customer satisfaction with Global S&C Team and participate in escalated customer visits, site visits/audits, as needed.
• Support each site's Division Export Compliance Administrators (DECA) to maintain documented processes and provide training at sites for contract review, export license management, and foreign visitor screening and employment plans. Ensure that any export compliance issues are addressed during the quoting process for customers.

Qualifications

To be successful in this role, you'll need to possess the following qualifications:

• 3-5 years in customer-facing leadership role in an aerospace or high-quality manufacturing industry (Repair or OEM).
• Excellent interpersonal and service recovery skills. Able to maintain composure during high-stress or conflict situations, demonstrating empathy and professional persistence.
• Excellent customer relationship management skills with an ability to build trust and maintain positive relationships through timely updates and professional communication, even under pressure.
• Strong problem-solving & escalation management skills and ability to quickly identify root causes of issues (e.g., delivery or quality problems) and engage appropriate teams to resolve them.
• Strong cross-functional collaboration skills with an ability to work effectively with operations, quality, engineering, and commercial teams to align responses to customer needs.
• Strong organizational skills for managing data, priorities, and timelines.
• Knowledge of ERP/CRM systems (e.g., SAP, SFDC) is a plus.
• Ability to interpret delivery metrics, quality trends, and customer scorecards to drive continuous improvement.
• Basic understanding of commercial agreements to ensure order compliance and facilitate contract closeout activities.

Education Requirements

A Bachelor's degree is preferred, but relevant experience is acceptable in lieu.

Work Environment and Company Culture

As a Customer Service Leader at arenaflex, you'll be part of a dynamic and collaborative team that's passionate about delivering exceptional customer experiences. You'll work in a fast-paced environment that's driven by innovation, excellence, and customer satisfaction. Our company culture is built on the principles of teamwork, open communication, and continuous learning.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Leader, you'll have opportunities to:

• Develop your leadership skills and expertise in customer service and relationship management.
• Collaborate with cross-functional teams to drive business growth and innovation.
• Participate in training and development programs to enhance your skills and knowledge.
• Contribute to the development of our customer service processes and strategies.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Salary: Competitive salary based on experience and qualifications.
• Benefits: Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
• Perks: Access to cutting-edge technology, professional development opportunities, and a dynamic work environment.

How to Apply

If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Note:

This job position may include access to controlled information or technology subject to U.S. export control laws. If an applicant does not meet the definition of a “U.S. Person” (which includes U.S. citizens, U.S. lawful permanent residents, and those granted U.S. asylum or refugee status), the Company may be required to obtain an export control license. If the position for which you applied involves access to controlled information or technology subject to U.S. export control laws, then any offer is also contingent on verification of appropriate documentation for the Company to assess whether an export license will be required to employ you in that role, and if it is determined that an export license is required, the offer is also contingent on the Company’s determination, in its sole discretion, whether a license application and ongoing administration is prudent under the project’s contract parameters and whether an export license can be successfully obtained before you can start in that role. Export license applications may take several weeks to be processed. Apply for this job