Customer Service Manager in Carson, CA at Ducommun

Date Posted: 7/20/2019

Job Snapshot

Job Description

Customer Service Manager

Job Description

The role is responsible for all aspects of the program from initiation to closure as well as communication and status of customer requirements and acts as the liaison between the company (DUCOMMUN INC.) and its customers.  This position is necessary for the input of all contracts, purchase orders, ATP's, etc…into the DUCOMMUN INC. scheduling and requirements systems. This position is the key contact and method of communication of program issues between the customer and the company and for the handling of all changes regarding schedule, engineering, planning and cost as they affect awarded contracts.

In addition, the role will handle key accounts and other special assignments as identified by management and will chair Program Reviews and will represent management at functions in their absence.  

  • Responsible for establishing and maintaining an effective partnership with the customer and provide solutions for issue for both customer and company

  • Oversee project costs and ensure finances are well managed, monitor profit, cost and balance sheets for all efforts and process invoices in an efficient and timely manner

  • Represent the company in contract negotiations with the customer and outside parties for all issues concerning the assigned program

  • Provide a coordinated company response to customer requirements (commercial – technical) and inquiries (voice of the customer)

  • Presentation of program reviews to Senior Leadership

  • Lead the IPT to ensure proper coordination of customer requirements are met

  • Ensure that the company's capabilities and business interests support customer requests

  • Coordinate the financial controls to integrate time phased budgets and program schedules that support contractual commitments and company goals

  • Communicate customer cost reduction and process improvement goals to company management and coordinate response that highlights/demonstrates company commitment to continuous improvement 

  • Analyze and review all contracts to verify Terms and Conditions, Work Statements, Funding, Performance Periods, Deliverables, and other customer General Conditions

  • Manage and track program compliance to purchase order requirements

  • Prepare (support from stakeholders) assertions and claims

  • Prepare negotiation plan and lead the negotiation team for all customer negotiations

  • Review program budgets to provide ongoing visibility for project cost, margins and performance (actual and projected) 

  • Coordinate with program team and finance to assure budget compliance and program visibility to any budget variances

  • Provide input to Financial Control for individual program cash flow plans 

  • Create and manage business unit bookings and sales forecasts

  • Manage and maintain business unit booking and sales tracking system that supports the company monthly summary reports

  • Responsible for planning and acquisition of follow-on business within the lead time constraints

  • Serve as marketing liaison/representative to identify, strategize and capture new business opportunities

  • Team lead for development, preparation and customer submittal of proposals for new and follow-on business

Skills & Qualifications

  • Negotiation skills in regards to contracts, program and customer requirements
  • Competencies - MS Word, Excel, Projects and other basic PC skills, (keyboard skills mandatory).
  • Experience in Lean, continuous improvement activities

  • Ability to lead a group of people in a constructive, productive, fair manner

  • Strong analytical and communications skills

  • Conscientious, organized and meticulous – records must be accurate and maintained in a timely manner

  • Self-motivated and able to work with minimal supervision to meet deadlines.

  •  Early identification of problems to enable effective corrective action to prevent or resolve the problem effectively

  • Knowledge of aerospace company specifications and best-practices

  • Ability to drive relentless root cause analysis

  • Team oriented with a continuous improvement outlook

  • Excellent interpersonal and communication skills as well as Team Building and effective leadership

  • Bachelors Degree in Business Management, Industrial Engineering, or other applicable engineering disciplines

  • Ten to fifteen years experience in aerospace manufacturing with demonstratable working knowledge of the required production disciplines and Contract Administration.

  • Experience with MRP/ERP Systems

23301 S. Wilmington Ave
Carson, California, 90745
United States