Manager, Customer Service

As the largest privately-held global manufacturer of complex aircraft engine components, Pursuit Aerospace is founded on a commitment to relentless, continuous, operational improvement and extraordinary customer service. We pride ourselves on competitive cost structure, exceptional on-time delivery, and industry-leading quality.

The Pursuit family of companies has cultivated long-term relationships with our customers around the world through respect, teamwork, technology, and trust. We are driven to develop industry leading process innovations and manufacturing techniques on behalf of our customers. Our exceptional quality is driven by a deep investment in and the daily practice of continually improving our people, processes, and products.

About the Opportunity:

This role is responsible for managing and anticipating all customer needs for assigned key accounts, working closely with cross-functional leaders to deliver strong, consistent results. As part of a broader team supporting sales and account management across multiple portfolio companies-both domestically and internationally-you will play a key role in driving growth and customer satisfaction. You will lead cross-functional collaboration to establish and maintain an effective contract review process, ensuring quotations and proposals meet customer expectations, respond to RFQs in a timely manner, and support efficient deal closure. Partnering closely with the Proposal Team, you will help ensure alignment, accuracy, and a seamless customer experience throughout the sales cycle.

Location: Malden, MA

Responsibilities:

• Serve as the main point of contact and advocate for key customer accounts, ensuring strong relationships and customer satisfaction.
• Lead customer programs from initiation to delivery, ensuring quality, schedule, and cost targets are achieved.
• Collaborate with internal teams to resolve challenges, align on priorities, and meet customer requirements.
• Manage contracts, pricing, and customer portal data to ensure accuracy and compliance.
• Identify and pursue business growth opportunities in partnership with the Business Development team.
• Deliver customer presentations, performance reviews, and market insights to support strategic planning.
• Track and report key performance metrics, drive continuous improvement, and maintain accurate CRM records.

Required Qualifications:

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field (or equivalent experience).
• 5 years experience in customer-facing or operational role, preferably within Aerospace manufacturing industry or related industries
• Must be authorized to work in the U.S. on a full-time basis without sponsorship now or in the future. The Company cannot offer employment to visa holders who require employer sponsorship in the future or cannot work now on a full-time basis.
• Must be able to perform work subject to ITAR/EAR regulations.

Preferred Qualifications:

• Experience with RFQs, Quotes and contracts
• Knowledge of commercial and civil aerospace customers, component products, complex assemblies, and programs.
• Excellent presentation, written and verbal and communication skills.
• Able to interact and work with employees and customers at all levels within the organizations.
• Must have a strong financial discipline in business decision process, be highly organized.
• ERP experience preferred.
• Proven record of developing and maintaining customer relationships.
• Experience in working across functions to improve customer service
• Detail-oriented with a commitment to accuracy and continuous improvement.

Working Conditions:

• Requires mobility in a manufacturing plant environment while using Personal Protective Equipment.
• Must be able to frequently sit, stand and walk.
• Must be able to lift and carry up to 15 pounds.
• Must be able to have prolonged periods sitting at a desk and working on a computer.

Acknowledgements:

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Benefits:

Pursuit Aerospace also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements, among other things.

Equal Opportunity Employer:

Pursuit Aerospace is an Equal Opportunity Employer. We adhere to all applicable federal, state, and local laws governing nondiscrimination in employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.