Come join our well- established company, conveniently located near the 405 and 22 freeway in Westminster, CA. We offer a fun, business casual dress work environment with growth opportunities. This is a full-time position on-site.
We are custom plastic Thermoforming manufacturing company. A major part of our business is aerospace and medical products.
Position Summary:
The Customer Service Supervisor is a hands-on “working supervisor” responsible for overseeing daily customer service operations within a manufacturing environment. This role balances direct customer account management with team leadership, ensuring high levels of customer satisfaction, on-time delivery, and compliance with industry standards. The Supervisor actively manages key accounts while guiding the team in order entry, status updates, issue resolution, and cross-functional coordination.
Key Responsibilities:
- Supervision & Team Leadership
- Lead, coach, and develop a team of Customer Service Representatives (CSRs)
Account Management
- Serve as primary point of contact for assigned key customers
- Build and maintain strong customer relationships to support retention and growth
- Manage customer expectations related to lead times, and delivery schedules
- Review and manage contracts and customer-specific requirements
- Partner with Sales/Business Development to support account growth and opportunities
Customer Service Operations
- Oversee order entry, contract review, and order processing for accuracy and compliance
- Ensure timely communication of order status, delays, and resolutions
- Resolve escalated customer issues, including delivery, quality, and billing concerns
- Monitor KPIs such as on-time delivery (OTD), response time, and customer satisfaction
- Drive continuous improvement initiatives within the customer service function
Cross-Functional Coordination
- Collaborate with Production, Planning, Quality, Engineering, and Shipping to ensure alignment
- Participate in production meetings to communicate customer priorities and risks
- Support expediting efforts and problem-solving to meet customer commitments
- Ensure compliance with aerospace & medical standards
Process & Systems Management
- Maintain accurate records in Microsoft Dynamics Business Central system
- Identify and implement process improvements to enhance efficiency and service quality
- Ensure proper documentation and audit readiness for customer and regulatory requirements
- Serve as a “working supervisor” by actively managing customer accounts alongside the team
- Monitor workload distribution, productivity, and service levels
- Conduct performance reviews, provide ongoing feedback, and support employee development
- Ensure adherence to company policies, procedures, and quality standards
Qualifications:
Education & Experience
- Bachelor’s degree in business, Supply Chain, or related field preferred
- 3–5+ years of customer service experience in aerospace, plastics, or manufacturing environment
- 1–3+ years of supervisory or team lead experience
- Experience with account management or customer-facing roles required
Skills & Competencies
- Strong leadership and coaching skills with a hands-on approach
- Excellent communication and interpersonal skills
- Ability to manage multiple priorities in a fast-paced, deadline-driven environment
- Strong problem-solving and conflict resolution abilities
- Knowledge of aerospace industry requirements and terminology preferred
- Proficiency in ERP/MRP systems and Microsoft Office Suite
Work Environment:
· Office and production floor environment
· Occasional time spent on the shop floor presence to support operations
· Cross-functional meetings with operations, quality, and other departments
· Manufacturing floor environment with exposure to heat, noise, and moving machinery.
· Use of PPE required (safety glasses, safety shoes, and hearing protection, etc.).
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Experience:
- aerospace: 3 years (Preferred)
- Manufacturing: 4 years (Required)
- Account management: 3 years (Required)
- Business Central D365: 3 years (Required)
Ability to Commute:
- Westminster, CA 92683 (Required)