Customer Service Manager

Customer Service Manager

This position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, or asylee. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Canyon AeroConnect stands as one of the world’s leading suppliers of avionic-standard aircraft communications, navigation and audio/intercom systems. Canyon’s products have been widely adopted and proven in-service across a wide range of civilian, paramilitary and military fixed-wing and rotorcraft applications. Over the years, we’ve become known as the benchmark in aircraft tactical communication and audio equipment for Air Ambulance, Law Enforcement, SAR, EMS, Electronic News Gathering, Military and Marine applications. Products include digital and analog radio/audio management systems, Tac/Com, VHF/UHF radio systems, intercoms, data interface accessories, and aural warning.  

Role purpose (position scope):

Reporting to the VP of Sales and Marketing, the Customer Service Manager is responsible for leading and developing the customer service team supporting both new sales and repair activities across the organization. This role oversees day-to-day customer service operations, ensuring consistent responsiveness, accuracy, professionalism, and execution across all customer interactions and order management activities.

The Customer Service Manager is responsible for establishing and maintaining customer service standards, driving team performance, and ensuring customer requests, quotations, and orders are processed efficiently and accurately. Working closely with Sales Managers, Business Unit Managers, engineering, operations, and other cross-functional teams, the Customer Service Manager helps drive timely resolution of customer issues and supports a high level of customer satisfaction across the business.

This role plays a key leadership function in training, mentoring, coaching, and developing customer service personnel while driving continuous improvement in customer responsiveness, communication, and operational execution.

Key Responsibilities:

• Lead, develop, and manage Customer Service Representatives supporting both new sales and repair activities
• Establish and maintain customer service standards, processes, and performance expectations across the organization
• Define customer service processes, documentation standards, and transactional accuracy requirements
• Provide coaching, training, and guidance to customer service personnel to improve responsiveness, communication quality, and operational accuracy
• Coordinate account assignments and workload balancing to support customer responsiveness and operational efficiency
• Partner closely with Sales Managers and Business Unit teams to support resolution of customer escalations and operational issues
• Monitor and improve customer response times, quote turnaround time, order entry accuracy, and overall customer service performance
• Ensure customer quotations, orders, and related transactions are processed accurately and in a timely manner
• Drive accountability within the customer service team to meet established performance metrics and customer expectations
• Collaborate with engineering, operations, sales, and finance teams to support customer requirements and business objectives
• Identify process improvement opportunities and implement standard work to improve efficiency, consistency, and customer satisfaction
• Analyze customer service performance metrics, trends, and operational data to identify risks and improvement opportunities
• Support implementation and effective utilization of ERP and CRM systems within customer service operations
• Participate in customer meetings, internal reviews, and cross-functional discussions as required
• Other duties as assigned, consistent with the scope and level of the role

Core Competencies:

• Strong leadership, coaching, and team development skills
• Strong customer-focused mindset with the ability to professionally manage customer concerns, priorities, and escalations
• Strong organizational and prioritization skills with the ability to manage multiple customer requests and operational activities simultaneously
• Ability to establish accountability and performance expectations within a customer service environment
• Strong verbal, written, and interpersonal communication skills
• Strong attention to detail and commitment to operational accuracy
• Ability to collaborate effectively across engineering, operations, sales, finance, and other functional teams
• Ability to identify process improvement opportunities and drive operational consistency
• Strong analytical and problem-solving skills
• Ability to operate effectively in a fast-paced manufacturing and customer-driven environment
• Proficient command of English operational and business language, written and verbal
• Proficient with Microsoft Office, ERP systems, and CRM software
• Experience in aerospace manufacturing, repair operations, or technical product environments preferred

Key Measures and Milestones:

• Improve customer response time performance
• Improve order entry timeliness and accuracy
• Improve quote turnaround time performance
• Improve customer satisfaction metrics and customer scorecard performance
• Maintain high levels of team productivity, accuracy, and customer communication quality

Direct Reports:

• CSRs

Education and Experience:

• Bachelor’s degree or higher from an accredited university or college preferred
• 5+ years of customer service, account management, sales operations, or business operations experience in the aerospace and defense industry
• Prior leadership or supervisory experience preferred
• Experience working within manufacturing, repair, or engineering-driven environments preferred

Physical Demands:

• Tasks involve light physical effort in sedentary to light work; may involve some lifting, carrying, pushing and/or pulling of objects or materials (5 – 10 lbs.).
• Tasks may involve extended periods of time at a keyboard or workstation.
• Ability to travel domestically and internationally up to 20% as required for customer meetings, trade shows, and business support activities

Work Environment:

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• The employee primarily works in an office environment that is quiet and equipped with temperature control systems while performing the duties outlined above.

This job description is not intended to be all inclusive of every job function, duty and responsibility. Duties may increase, decrease and/or change as deemed necessary to support the department operations.

Canyon AeroConnect is an Equal Opportunity Employer and federal contractor committed to affirmative action. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.

As a federal contractor, we take affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans. This position is being listed in accordance with federal contractor obligations under 41 CFR 60-300 and 41 CFR 60-741.

If you require reasonable accommodation to complete the application process, participate in the interview process, or perform essential job functions, please contact Human Resources at charlene.mackelprang@canyonaero.com or 928-708-1550.