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 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.