Customer Support Manager in Torrance, CA at Arconic

Date Posted: 12/21/2019

Job Snapshot

  • Employee Type:
  • Location:
    3016 Lomita Boulevard
    Torrance, CA
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

Job Description

Arconic Fastening Systems is seeking a Customer Support Manager. This is an opportunity to grow your career at a large, international aerospace company. The position includes competitive wages and a comprehensive benefits package, including health insurance (medical, dental, vision), a 401k matching program, and paid holidays and vacation. This position is located at our business unit headquarters in Torrance, CA.
Arconic Fastening Systems (AFS) holds the number one global position in aerospace fastening systems, and we’re the North American leader in commercial transportation fasteners. Our high-tech, multi-material fastening systems are found nose to tail on aircraft and aero engines. Our products are also critical components of industrial gas turbines, automobiles, commercial transportation vehicles, and construction and industrial equipment. Headquartered in Torrance, CA; we employ over 6,000 people in 11 countries at 32 locations. AFS is a business unit of Arconic (NYSE:ARNC).
Primary Purpose:
Manage the US Customer Support/Inside Sales Team in support of business for all manufacturing sites.
Essential Functions:
  • Responsible for management of strategic customers 
  • Manage Customer Support Supervisors and their direct reports
  • Business process owner for Arconic business systems relating to customer support
  • Coordinate with site Quality and handle audits at all sites - BSI, AS9100, etc.
  • Update and approve sales & customer support procedures and work instructions
  • Responsible for ASAT requirements pertaining to Customer Support group and ensuring that the testing is completed, as required, as well as for all requests received from sites.
  • Approve all new customers account creations. Approve Credits issued to customers. Coordinate with Arconic Credit Department on past due invoices and resolve issues
  • Oversee process for: Intermediary process, Quote (CPQ) & Order Entry, IMEX requirements, maintain Resale Tax Certificates for U.S. Customers, maintain authorized Distributor Matrix, maintain files/records of LTA'S/Contracts, coordinate S&OP processes
  • Coordinate with Site Mgmt.  On site requests for reschedules and handle elevation of delivery issues, customer complaints or line stoppages.
  • Approve all customer cancellation requests over a specified $ value
  • Review pending/unprocessed orders weekly
  • Meet with CS Supervisors to review employee and department issues
  • Set department goals and conduct employee performance reviews
  • Audit CS department quote approvals
  • Review and coordinate all incoming customer forms requiring Mgmt. approvals
  • Maintain and update Cert Charge Matrix for Distribution
  • Attend monthly Business Reviews at the AFS Sites
  • Visit customers as needed and participate in customer calls/meetings.
  • Provide monthly reports and presentations to Sales Directors and Sr. Mgmt.
  • Responsible for Department Budget, Salaries and expenses
  • Handle communication with sites for month end support


Basic Qualifications:
            • Minimum of a Bachelor's Degree from an accredited institution
            • Minimum of 7 years in a Customer Service environment, with 3 years in a management role
            • Aerospace industry knowledge and experience
            • Extensive experience with ERP systems such as QAD
            • Experience with OEM & Distributor accounts.
            • 10 years’ experience with minimum 5 years of management level experience.
            • Computer proficient, Microsoft Word, PowerPoint, and advanced Excel skills.
            • Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position. 
            • This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
            Preferred Qualifications:
            • Bachelor’s degree from an accredited institution
            • Inside Sales/Customer Service experience in a manufacturing environment.
            • Supported Sales excess of $100M
            • Excellent interpersonal and communication skills.
            • Strong problem-solving skills.
            • Ability to handle a high level of pressure.
            • Detail oriented, well organized and have excellent time management skills.