Customer Service Specialist

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 responsibilitiesCustomer Account ManagementManage a portfolio of key aerospace customer accountsBuild strong, long-term customer relationships based on trust and communicationAct as the primary point of contact for customer enquiries, orders and delivery updatesDevelop a detailed understanding of customer products, contracts, forecasts and manufacturing requirementsRepresent the voice of the customer across the businessForecast & Demand PlanningReview and validate customer forecasts against ERP demandAnalyse forecast trends and identify potential risks or anomaliesChallenge forecast changes using historical demand data and operational analysisWork closely with Planning and Production to balance customer demand with manufacturing capacityProactively identify and escalate delivery risksOrder Book ManagementManage customer order books to ensure accuracy and on-time deliveryCoordinate backlog management and recovery plansConduct regular order book reviewsMonitor overdue orders and drive recovery actionsMaintain accurate customer schedules and order informationERP & Data ManagementProcess customer orders accurately within the ERP systemMaintain high levels of data integrity across customer accountsEnsure contractual requirements are reflected correctly within the ERP systemPerform Sales Order Reviews and maintain accurate customer master dataProduce reports and analyse customer performance dataContinuous Improvement & ComplianceSupport Lean Manufacturing and Continuous Improvement initiativesIdentify opportunities to improve customer service processes and ERP accuracyEnsure compliance with AS9100 , customer requirements and company proceduresSupport internal and external auditsMaintain complete traceability of customer communications and transactionsSupport engineering changes, New Product Introduction (NPI) projects and customer improvement initiativesWhat you'll needTo be successful in this role, you'll have:Previous experience within Customer Services, Customer Account Management or Sales Order Processing in a manufacturing environmentExperience managing customer forecasts, schedules and demand planningStrong ERP experience (Syspro, SAP or similar)Excellent Microsoft Office skills, particularly ExcelStrong analytical and problem-solving skillsExcellent written and verbal communication skillsExperience working within AS9100, ISO9001 or another regulated manufacturing environmentAbility to manage multiple priorities while maintaining exceptional attention to detailDesirableAerospace manufacturing experienceUnderstanding of Export Control requirementsExperience using CRM systemsLean Six Sigma Yellow BeltDegree in Business, Engineering or a related disciplineAbout youYou're someone who thrives on building relationships and delivering outstanding customer service while balancing commercial priorities and operational performance.You'll be:Customer-focusedCommercially awareHighly organisedAnalytical and data-drivenA confident communicatorProactive and solutions-focusedComfortable working independently and as part of a cross-functional teamPassionate about continuous improvementWhy 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.TPBN1_UKTJ