Customer Service Manager




Morgan Hill, CA, USA

Level of experience

Mid Level

Contract type


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Toray Advanced Composites is a leading supplier of thermoplastic and thermoset composite materials for the aerospace and industrial industries. The thermoset composites from Toray are used on satellites, radomes, unmanned aircraft, general aviation and military aircraft. Toray also provides thermoset composites in high end industrial and recreational applications ranging from oil and gas to prosthetics to sporting equipment. We provide thermoset materials with epoxy, BMI, cyanate ester or high temperature polyimide resin matrices. Toray Advanced Composites also supplies thermoplastic prepregs under the Cetex® brand and these are found in commercial and military aircraft including both structural and interior applications. Toray provides thermoplastic prepregs in unitape and fabric form using a variety of high-end thermoplastics polymers including PEEK, PPS, PEI. Toray products also include a full line of performance industrial thermoplastics including Nylon, PET, PC/ABS, HDPE, and PP.

Group Customer Service Manager is responsible for managing a Customer Service Department consisting of up to fifteen Customer Service Representatives.   

-  Incumbent will be responsible for implementing reports, measurements and efficiencies in the entire order cycle.
-  Must have experience with ERP order entry systems in a manufacturing environment.
-  Position interfaces with will help extract results from Quality, Operations, Sales, and Management.
-  A past track record of maintaining positive customer relationships, maintaining department efficiencies, and developing ongoing programs to continuously improve systems is required.
-  Coordinate Customer Service team’s timely management of their key roles, including but not limited to quoting, order confirmation, order entry, and customer issues.
-  Foster positive team interactions and develop of new and existing team members.
-  Comply with policies, procedures, Code of Business Conduct, and performance standards.

Experience and/or Education Requirements:

-  Bachelor's or Associates degree and at least 5 years  of related experience and/or training; or equivalent combination of education and experience.  
-  At least 3 years of management experience.
-  Previous experience in aerospace materials or highly regulated manufacturing industry preferred.

Skills/Knowledge Requirements:

-  Ability to read, analyze, and interpret general business and government regulations as part of purchase order and contracts.
-  Ability to write reports, business correspondence and procedure manuals.
-  Manage order logs and associated revenue reporting requirements. 
-  Must be able to effectively present information and respond to questions from groups of managers, Account Managers, CSR team members, and customers.
-  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, metric to American conversions and volume. Ability to apply concepts of basic algebra. 
-  Ability to motivate, engage and develop team members and foster an inclusive environment. 
-  Maintain effective cross-functional collaborations.

Preferred Skills/Experience:

-  Must be experienced and comfortable working within a mid- level ERP system.
-  The ability to manipulate and present data with knowledge preferably of Microsoft Dynamics AX is a plus.
-  Experience with Microsoft Office including Excel.
-  Familiarity with ITAR rules and international shipments a plus. 
-  Familiarity with Defense Rated Orders a plus.

Physical Requirements: Must occasionally lift and/or move up to 25 pounds

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