Customer Excellence Supervisor

Salary Range: $65,000.00 To $75,000.00 Annually Customer Excellence Supervisor Company: Aero Electronics, an ISC company Location: Titusville, FL Work Arrangement: On-site for first 6 months, then predominantly remote; must remain local to Titusville and be available on-site as needed Schedule: Monday-Friday, 7:00 a.m.-4:30 p.m. | 9/80 schedule with every other Friday off Reports To: President, Aero Electronics & CableNet About Aero Electronics Here at AeroElectronics, an ISC company, we specialize in the design, manufacturing, and integration of high-performance electronic systems and custom cable assemblies for the aerospace, defense, and advanced manufacturing industries. Headquartered in Titusville, Florida, we proudly support mission-critical applications that demand uncompromising quality, reliability, and innovation. From prototyping to production, our experienced team delivers customized solutions tailored to the most demanding environments. As a trusted partner to government agencies, prime contractors, and cutting-edge technology firms, we are committed to engineering excellence, rapid response, and customer satisfaction. Role Overview The Customer Excellence Supervisor will lead Aero Electronics' Customer Excellence function and help build the team, processes, and systems needed to support a growing customer base. This role combines people leadership with hands-on customer and account management, with a focus on customer satisfaction, operational execution, commercial performance, and account growth. You'll work closely with Supply Chain, Planning, Quality, Contracts, Quoting, Operations, and other functions to ensure customer requirements and commitments are understood and met. You'll also have the opportunity to shape how the Customer Excellence function develops as the organization grows, while directly managing a complex customer account and book of business. What You’ll Do: Team Leadership & Development Lead, mentor, and develop the Customer Excellence team, including Program/Account Coordinators. Set priorities, establish team workloads, and manage customer requirements based on business needs. Build the Customer Excellence function from the ground up by establishing clear processes, expectations, accountability, and best practices. Develop team capabilities in customer management, problem-solving, communication, and cross-functional coordination. Foster a collaborative, accountable, and customer-focused environment. Establish regular operating rhythms, including daily team meetings and ongoing review of customer priorities, risks, and requirements. Customer & Account Management Own the day-to-day customer relationship and account execution for a complex customer account with multiple programs, stakeholders, and ongoing production requirements. Build and maintain strong relationships with key customer stakeholders, developing a deep understanding of their business, priorities, expectations, and future needs. Manage customer requirements across the full quote-to-cash cycle, including quoting, purchase orders, production, delivery, and customer commitments. Lead customer meetings and ensure priorities, concerns, and action items are clearly communicated and addressed. Serve as an escalation point for complex customer issues and coordinate internal resources to drive timely resolution. Develop account strategies that strengthen customer relationships, improve service, and support continued account growth. Schedule, Backlog & Risk Management Maintain a comprehensive understanding of production and delivery schedules for assigned customers. Partner with Planning, Supply Chain, Operations, and Quality to identify and address schedule risks before they impact the customer. Review customer backlog and upcoming demand to identify potential capacity, material, quality, or delivery risks. Proactively communicate risks and coordinate mitigation plans to prevent customer surprises. Monitor internal schedule attainment and customer on-time delivery performance against established targets. Ensure the Customer Excellence team has accurate, timely information to communicate status, risks, and changes to customers. Commercial & Business Management Protect the company's financial and commercial interests while maintaining strong customer relationships. Ensure customer purchase orders and commercial requirements align with agreed-upon terms. Identify and address risks related to excess materials, non-recurring engineering (NRE) charges, scope changes, and other customer commitments. Partner with Contracts, Quoting, Operations, and other functions to ensure commercial requirements are understood and appropriately managed. Evaluate account risks, costs, opportunities, and future demand using sound financial and business judgment. Understand the financial performance and overall health of the assigned business and use that information to inform customer and account strategies. Continuous Improvement & Account Growth Identify opportunities to improve customer service, responsiveness, communication, and overall account performance. Identify recurring customer issues and internal process gaps and partner cross-functionally to develop and implement solutions. Establish scalable Customer Excellence processes and best practices that support the company's continued growth. Identify opportunities to expand existing business through strong customer relationships and a deep understanding of customer needs. Support repeat and organic business growth within existing accounts. Communicate account performance, risks, opportunities, and recommendations to leadership. What You’ll Bring: 5+ years of experience in Account Management, Program Management, Customer Operations, or a related customer-facing role within a manufacturing environment. Experience leading, mentoring, or developing a team. Experience managing complex customer accounts and/or a substantial book of business. Experience working across the full quote-to-cash cycle, including quoting, purchase orders, production, delivery, and customer commitments. Experience working with an ERP system; experience with Siteline or a similar manufacturing ERP is a plus. Strong business and financial acumen, with the ability to evaluate account-level risks, costs, and opportunities. Proficiency with Microsoft 365 applications, particularly Excel, Outlook, and PowerPoint. Strong analytical, problem-solving, communication, organizational, and project management skills. Ability to lead cross-functional teams and influence stakeholders without direct authority. Ability to operate effectively in an evolving environment and establish structure where processes are still being developed. Willingness to travel approximately5%of the time for customer visits, on-site meetings, and other business needs. Bonus Points if You Have: Experience in a technical, engineered-to-order, or highly customized manufacturing environment. Experience with cable assemblies, wire harnesses, electromechanical assemblies, overmolding, or similar custom manufacturing. Experience in a high-growth manufacturing environment. Experience with DoD or aerospace and defense OEM manufacturing. Experience managing a large or rapidly growing customer account. Experience building or scaling an Account Management, Customer Excellence, Customer Operations, or similar customer-facing function. Experience with customer-facing KPIs such as on-time delivery, schedule attainment, backlog, or account performance. Compensation Range: $65,000 - $75,000/year We are committed to a high-performance culture of ownership, responsibility, and accountability, which will lead to breakthrough results in service for our customers and highly motivated employees. Aero Electronics, an ISC company is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected characteristic under applicable law. Export Control Requirements (ITAR): This position requires access to controlled technical data. In accordance with the International Traffic in Arms Regulations, applicants must be a “U.S. Person,” which includes U.S. citizens, lawful permanent residents (green card holders), refugees, or asylees, or otherwise be eligible to obtain required export authorizations.