Customer Service Mgr-BLR

Commercial Operations & Customer Support Manager

Who are we?

Founded in 1849, Ducommun is the oldest company in California. Starting as a hardware supply store during the California Gold Rush and eventually assisted in the birth of the aerospace industry in Southern California by providing aircraft aluminum to early aerospace pioneers like Lindbergh, Douglas and Lockheed.

Today Ducommun is a global provider of innovative manufacturing solutions for customers in the aerospace, defense and industrial markets. We specialize in electronic and structural systems, producing complex products and components for commercial aircraft platforms, mission-critical military and space programs, and sophisticated industrial applications.

Job Summary

BLR Aerospace is seeking a highly organized, data-driven, and customer-focused Sales Operations & Customer Support Manager. This role serves as the operational backbone of the sales organization, ensuring efficient quote-to-order-to-delivery processes, exceptional customer experiences, accurate reporting, and continuous process improvement.

Required Skills and Qualifications

Sales
Operations

• Manage and optimize the quote-to-order-to-delivery
  process to ensure speed, accuracy, and customer satisfaction.
• Support sales leadership with forecasting, pipeline
  management, and sales performance analytics.
  
• Maintain customer data integrity and drive adoption
  of sales processes and best practices.
  
• Coordinate and manage sales documentation with
  customers on pricing, purchase orders and other customer agreements.
  
• Partner with Finance, Operations, Supply Chain, and Logistics
  to ensure alignment and execution of customer orders.

Customer
Support

• Lead customer service activities including order
  status, issue resolution, returns, warranty claims, and escalations.
  
• Ensure timely and professional responses to customer
  inquiries.
  
• Analyze customer feedback and identify opportunities
  to improve customer experience.
  
• Coordinate with internal departments to resolve
  customer issues and drive root-cause corrective actions.
  
• Create and maintain customer communication processes
  and support documentation.
  
• Manage customer onboarding and account maintenance
  activities.

Required Experience and Education

• Bachelor's degree in Business, Engineering, Operations, Marketing,
  Sales, or related field.
  
• 5-7 years of experience in Sales Operations, Customer
  Support, Customer Success, or Commercial Operations.
  
• Working knowledge of fixed-wing, general aviation and
  rotary-wing aircraft
  
• Working knowledge of FAA STC's and associated STC
  requirements, documentation, and STC maintenance.
• Understanding foreign
  STC validation processes a plus.
  
• Proficiency with Microsoft Office products and
  reporting tools.
  
• Demonstrated ability to analyze data and provide
  actionable recommendations.
  
• Excellent organizational, communication, and
  interpersonal skills.
  
• Proven ability to manage multiple priorities in a
  fast-paced environment.
  
• Strong problem-solving and process improvement
  skills.

Preferred Qualifications

• Experience in manufacturing, industrial products,
  aerospace, technical services, distribution, or related industries.
• Experience with ERP systems (Oracle, SAP, NetSuite,
  Epicor, or similar).
• Experience leading customer service or sales support
  teams.

Success Profile - The successful
candidate will:

• Be highly analytical and detail-oriented.
• Demonstrate exceptional customer service instincts.
• Thrive in a high-volume, transaction-intensive
  environment.
• Communicate effectively across all levels of the
  organization.
• Drive accountability, process discipline, and
  continuous improvement.
• Balance operational rigor with a strong sense of
  urgency and customer focus.

Travel: 10%

Bonus: Compensation includes a base salary and eligibility for a performance-based bonus. Bonus awards, if any, are discretionary in nature.

Base Compensation: USD 100,000.00 - 125,000.00
Paid Salaried

Equal Opportunity Employer
Veterans/Disabled

11002 29th Ave W, Bldg C-19
Everett, Washington, 98204
United States