HUT Customer Service Manager at Heads Up Technologies

Addison, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

08 May, 26

Salary

0.0

Posted On

07 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Management, CRM Systems, Problem-Solving, Organizational Skills, Communication Skills, Team Leadership, Data-Driven Decision Making, Performance Metrics, Order Management, Expediting Processes, Continuous Improvement, Customer Relationship Management, Microsoft Office, NetSuite ERP, Production Planning Tools

Industry

Aviation and Aerospace Component Manufacturing

Description

Customer Service Manager Addison, TX Description First things first… Are you ready to illuminate your career with a dynamic and innovative team? Heads Up Technologies is seeking a motivated and detail-oriented Customer Service Manager to join our team. The Customer Service Manager is responsible for leading and optimizing customer service operations, ensuring exceptional customer experiences and high satisfaction levels. This role serves as a key leader in managing customer relationships, resolving escalated issues, and driving service excellence. The Customer Service Manager works closely with customer service representatives, sales, operations, and leadership teams to identify service gaps, implement improvements, and build lasting customer relationships that support business growth. If you have a passion for creating world class aircraft cabin solutions, this is the opportunity for you! Key Details: Work Location: Monday to Friday, 8:00 AM to 5:00 PM. Location: This is an onsite position located in Addison, TX. Compensation: Based on background, experience and comprehensive benefits package. Work Eligibility: Must be authorized to work in the United States. What we do At Heads Up Technologies, it has been our privilege to work with some of the most respected names in the aerospace, aviation, and entertainment industries. While our customers vary widely in size, market, and geographic location, they all come to Heads Up for the same reason: Heads Up’s commitment to delivering highly innovative solutions that enhance their end user’s experience. The company is well-positioned for continued growth and expansion and has partnered with a proven private equity firm to enable their growth goals. What you’ll do Customer Service Leadership Lead and manage the customer service team to deliver exceptional service and meet performance targets. Monitor customer service metrics, identify trends, and implement improvements to enhance customer satisfaction and efficiency. Lead, mentor, and evaluate customer service staff Develop and implement customer service policies, procedures, and best practices Customer Relationship Management Build and maintain strong relationships with key customers to understand their needs and ensure satisfaction. Act as an escalation point for complex service or delivery challenges requiring cross-functional coordination. Use customer feedback and service metrics to identify trends and drive operational improvements. Ensure customer satisfaction and timely responses to customer requests. Expediting & Order Management Oversee expediting activities to ensure critical orders and priorities are met. Track order status across production, procurement, and logistics to proactively address risks to on-time delivery. Communicate effectively with internal teams and customers regarding order progress, delays, and recovery plans. Develop and improve expediting processes and tools to increase visibility and responsiveness. Cross-Functional Leadership Serve as a liaison between customer service, sales, operations, and leadership teams. Support data-driven decision making through reporting, KPIs, and performance reviews. Lead or participate in continuous improvement initiatives focused on efficiency, quality, and customer experience. What will make you successful in this role (skills) 3+ years of experience in customer service management or a similar role, preferably in an electronics or manufacturing environment. Strong understanding of customer service operations, CRM systems, and customer experience best practices. Proven ability to manage priorities across multiple teams and stakeholders. Excellent communication, problem-solving, and organizational skills. Experience with NetSuite ERP systems, production planning tools, and performance metrics preferred. Microsoft Office: Outlook, Excel, Word. Eligibility to work in the United States. Perks and Benefits A competitive compensation package, including medical, dental, and vision coverage. Opportunities to plan for the future with our 401(k) program. Paid Time Off - Take the well-deserved time off you need. Life Insurance - Enjoy the peace of mind that comes with life insurance coverage. Health and wellness benefits including Health Savings Account (HSA) option. Opportunities for professional growth and development within the company. Positive and inclusive work culture. Why Us? At Heads Up Technologies, you have the opportunity and support to reach for the sky collaborating internally and with partners to deliver artistry in engineering. Every position in our company has its unique responsibilities, but they all require the same traits: motivated, self-starter, creative, enthusiastic and dependable. A team player that has respect for the opinions and input of others. Performance- and process-driven. Someone who gives 110% at work, but still seeks balance by making time with family and hobbies a priority. Did this post spark something in you? If so, we’re looking forward to reviewing your resume.

Responsibilities

The Customer Service Manager leads and optimizes customer service operations, ensuring exceptional customer experiences and high satisfaction levels. This role involves managing customer relationships, resolving escalated issues, and driving service excellence.