Customer Service Specialist

Description:

Are you an experienced Customer Service Specialist, Customer Account Coordinator or Customer Account Manager with a background in aerospace or manufacturing?

Do you enjoy building strong customer relationships, managing customer demand and working closely with production and supply chain teams to deliver exceptional service?

We're supporting a leading aerospace manufacturing business in Fareham who are looking to recruit a Customer Service Specialist to join their growing Customer Services team.

This is a fantastic opportunity to become the trusted point of contact for key customer accounts, helping to drive customer satisfaction while supporting business performance across Quality, Delivery and Operational Excellence.

What's the role all about?

As a Customer Service Specialist, you'll take ownership of a portfolio of aerospace customer accounts, acting as the primary point of contact for customer enquiries, forecasts, orders and delivery performance.

Working closely with Planning, Production, Supply Chain, Engineering and Quality teams, you'll ensure customer requirements are understood, communicated and delivered while maintaining accurate ERP data and contractual compliance.

This is a highly collaborative role that would suit someone who enjoys customer interaction, analysing data and working in a fast-paced manufacturing environment.

Key responsibilities

Customer Account Management

Manage a portfolio of key aerospace customer accounts

Build strong, long-term customer relationships based on trust and communication

Act as the primary point of contact for customer enquiries, orders and delivery updates

Develop a detailed understanding of customer products, contracts, forecasts and manufacturing requirements

Represent the voice of the customer across the business
Forecast & Demand Planning

Review and validate customer forecasts against ERP demand

Analyse forecast trends and identify potential risks or anomalies

Challenge forecast changes using historical demand data and operational analysis

Work closely with Planning and Production to balance customer demand with manufacturing capacity

Proactively identify and escalate delivery risks
Order Book Management

Manage customer order books to ensure accuracy and on-time delivery

Coordinate backlog management and recovery plans

Conduct regular order book reviews

Monitor overdue orders and drive recovery actions

Maintain accurate customer schedules and order information
ERP & Data Management

Process customer orders accurately within the ERP system

Maintain high levels of data integrity across customer accounts

Ensure contractual requirements are reflected correctly within the ERP system

Perform Sales Order Reviews and maintain accurate customer master data

Produce reports and analyse customer performance data
Continuous Improvement & Compliance

Support Lean Manufacturing and Continuous Improvement initiatives

Identify opportunities to improve customer service processes and ERP accuracy

Ensure compliance with AS9100, customer requirements and company procedures

Support internal and external audits

Maintain complete traceability of customer communications and transactions

Support engineering changes, New Product Introduction (NPI) projects and customer improvement initiatives
What you'll need

To be successful in this role, you'll have:

Previous experience within Customer Services, Customer Account Management or Sales Order Processing in a manufacturing environment

Experience managing customer forecasts, schedules and demand planning

Strong ERP experience (Syspro, SAP or similar)

Excellent Microsoft Office skills, particularly Excel

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Experience working within AS9100, ISO9001 or another regulated manufacturing environment

Ability to manage multiple priorities while maintaining exceptional attention to detail
Desirable

Aerospace manufacturing experience

Understanding of Export Control requirements

Experience using CRM systems

Lean Six Sigma Yellow Belt

Degree in Business, Engineering or a related discipline
About you

You're someone who thrives on building relationships and delivering outstanding customer service while balancing commercial priorities and operational performance.

You'll be:

Customer-focused

Commercially aware

Highly organised

Analytical and data-driven

A confident communicator

Proactive and solutions-focused

Comfortable working independently and as part of a cross-functional team

Passionate about continuous improvement
Why join?

This is an opportunity to join a growing aerospace manufacturing business where you'll become a trusted partner to key customers while working closely with multiple departments to deliver exceptional service and operational performance.

You'll play a key role in improving customer experience, driving business performance and supporting the continued growth of the organisation.

Interested?

If you're an experienced Customer Service Specialist, Customer Account Manager, Customer Service Coordinator or Sales Order Coordinator looking for your next opportunity within manufacturing, we'd love to hear from you.

Apply today or contact Kingdom People for a confidential discussion.

Kingdom People are acting as an Employment Agency in relation to this vacancy