Inertial Aerospace, a HEICO company (NYSE: HEI), is hiring a full-time Customer Service Manager at our Highland Heights, OH facility. With decades of aviation industry experience, Inertial Aerospace is a recognized leader in inertial navigation and avionics equipment repair. Since joining HEICO in 2001, the company has continued to support the industry through innovation, service excellence, and operational reliability.
Requirements:
Job Description:
- Lead, coach, and develop the customer service team.
- Oversee and support daily quoting, order status, warranty support, invoicing, and customer communication.
- Follow up on past-due orders and provide timely status updates.
- Monitor workload, set priorities, and allocate resources as needed.
- Resolve escalated customer concerns, service issues, and complex requests.
- Coordinate with Production, Operations, Quality, and Sales to align customer commitments and business needs.
- Review quotes per company and customer requirements.
- Complete RFQs accurately and on time.
- Maintain customer pricing lists for quote accuracy and contract compliance.
- Support annual budget reviews and awareness activities.
- Track customer service metrics, trends, and corrective actions.
- Support customer scorecards and performance reviews.
- Drive improvements in responsiveness, accuracy, and customer satisfaction.
- Maintain ERP and customer records for documentation and audit readiness.
- Support customer portal activity and keep portal information current.
- Support hiring, onboarding, performance management, and training.
- Communicate customer issues, service risks, and improvement opportunities to leadership.
- Perform other duties and strategic initiatives as assigned.
Skills required:
- 3+ years of experience in customer service, account management, or a related role, with prior leadership experience.
- Strong leadership, coaching, and team development skills.
- Excellent written and verbal communication skills with professional customer-facing presence.
- Proficient in Microsoft Office, including Word, Excel, and Outlook.
- Strong organizational, analytical, and problem-solving abilities.
- Ability to prioritize competing demands and make sound decisions in a fast-paced environment.
- Ability to build cross-functional partnerships and work effectively across departments.
- High attention to detail and commitment to service quality and accuracy.
- Experience with ERP systems and customer documentation processes preferred.
- Aviation, aerospace, manufacturing, or repair industry experience preferred.
- Demonstrated ability to lead through change and continuously improve team performance.
- Excellent attendance, professionalism, and a positive leadership attitude.
This is an excellent opportunity for a motivated professional who enjoys challenges, values continuous learning, and is seeking long-term growth within a successful organization. HEICO Corporation offers competitive compensation, a strong 401(k) program, and comprehensive benefits including medical, dental, life, and disability insurance.
