Customer Service Manager in Setúbal, Setúbal at Advanced Ground Systems Engineering LLC

ABOUT US

Since 1973, AGSE has been a world leader in the design, manufacture, service, and supply of innovative ground support equipment and tooling. Our experienced staff continuously delivers trusted, OEM-approved solutions for safely handling and maintaining the top jet engines and aircraft used in commercial and military aviation. We take immense pride in preserving this unrivaled track record, which is why airlines, lessors, MROs, armed forces, and OEMs worldwide partner with us to keep their operations running above and beyond.

ABOUT THE ROLE

Based in Setúbal, Portugal, the Customer Service Manager is the primary leader and customer advocate of the customer service team, responsible for directing all commercial customer-facing activities for for two business units within AGSE (Equipment and Tooling). Each division has its own customer service processes, and the Customer Service Manager is expected to learn both and lead a single customer service department that supports both business units. This management role provides oversight of department performance, team development, pricing and contract integrity, export compliance, ERP data quality, and operational reporting. The Customer Service Manager serves as the primary point of escalation for complex customer issues, partners with Customer Service Director to advance commercial goals, and is accountable for the team's adherence to quality, compliance, and responsiveness standards. This position covers the commercial customer account activities for AGSE Portugal across Europe and the Middle East, serving as a working manager who is capable of personally performing the full range of customer service functions, including quote processing, sales order processing, complaint handling, rework/repair management, and account paperwork, as needed. This position reports to the Director of Customer Service in California, United States, with indirect reporting to the leadership team in Portugal.

DUTIES AND RESPONSIBILITIES

• Customer Service Leadership:

o Manage the day-to-day operations of the customer service team for both Equipment and Tooling business units in Setúbal, Portugal, ensuring all commercial customer account activities (quote processing, sales order processing, contract review, export compliance, customer returns, customer complaints, open order management, scorecard analysis, and customer satisfaction surveys) are handled accurately, professionally, and within established turnaround time goals.

o Learn and maintain working proficiency in the customer service processes, procedures, and ERP workflows of both business units; identify differences between the two and align practices where it benefits customers and the business.

o Implement the customer service strategy and standards set by the Director of Customer Service, tailored to AGSE Portugal's commercial operations across both Equipment and Tooling business units.

o Foster a customer-centric culture within the team that delivers consistent, high-quality service across both Equipment and Tooling business units.

o Ensure alignment between company-wide customer service standards and day-to-day execution within the department.

o Serve as the primary escalation point for complex customer conflicts, disputed contracts, and unresolved account issues; negotiate outcomes and manage escalation procedures.

o As a working manager, can personally perform quote processing, sales order processing, complaint handling, rework/repair management, and account paperwork as needed to maintain service continuity and support team capacity.

• Operational Excellence:

o Maintain oversight of the Quotes, Sales, Service Center, and Website general mailboxes to ensure timely and accurate handling of all incoming customer requests.

o Manage and analyze quote turnaround time, backlog, sales history, and on-time delivery reporting.

o Approve pricing exceptions and resolve escalated part-number or lead-time issues raised by the customer service team.

o Serve as administrator of the AGSE Customer Service channel in SharePoint, including department procedures, step-by-step instructions, and reference documents.

o Ensure the integrity of all data entered in the ERP system for quotes and sales orders.

• Talent Management & Development:

o Manage adequate staffing levels

o Interview and hire customer service personnel in coordination with the Customer Service Director and Human Resources.

o Monitor the development and performance of customer service personnel in support of company goals and customer responsiveness; provide guidance and support as required.

o Provide guidance, coaching, and support to help customer service personnel meet performance goals and support career growth.

o Train, develop, and mentor customer service personnel

• Continuous Improvement:

o Oversee the timely resolution of customer complaints for both Equipment and Tooling business units; review complaint trends and recommend corrective actions as needed.

o Oversee the rework/repair log and backlog, including service center performance; escalate aging or unresolved cases requiring attention.

o Create and update department procedures, work instructions, desktop instructions, and related forms; maintain the accuracy of all QMS documentation in accordance with ISO 9001; develop and pursue continuous improvement initiatives within the Customer Service department.

o Continuously review department processes and ERP system usage related to Customer Service operations, and recommend improvements to increase efficiency, accuracy, and data integrity.

• Performance Management:

o Achieve operational KPIs for the customer service department and develop additional as suitable; prepare a reviewable performance overview to support ongoing, continuous performance management.

o Establish specific performance benchmarks and formal performance appraisal processes that identify gaps, recognize achievements, and drive individual and team accountability.

o Prepare department performance reporting, including the monthly management review slide, for presentation by the Customer Service Director; oversee the results and follow-up of customer satisfaction surveys.

• Cross-Functional Collaboration:

o Represent the customer service department in cross-functional and leadership meetings as required.

o Partner with Regional Sales Managers/Directors to address strategic account needs.

• Contracts & Export Compliance:

o Support the customer service team in interpreting customer terms and conditions to assess organizational risk; review team findings and recommend contractual positions with the Customer Service Director

o Guide and support the customer service team on government quotes and orders to ensure FAR and DFAR clause compliance; review team findings and recommend position with the Customer Service Director.

o Assist the customer service team with export-related issues, including ECCN, HTS, Schedule B product classifications, end-user review, KYC (know your customer) requirements, and country of origin.

REQUIREMENTS AND MINIMUM QUALIFICATIONS

• Knowledge/Skills/Abilities:

o Strong working knowledge of customer service operations in an aerospace/manufacturing environment, including quoting, order management, and contract review.

o Working knowledge of export compliance requirements (ITAR/EAR, ECCN/HTS/Schedule B classification), including U.S. regulations applicable to U.S.-origin products and applicable EU requirements.

o Proven people leadership and coaching capabilities, with experience hiring, developing, and evaluating staff.

o Strong analytical skills, with experience preparing and interpreting operational and scorecard reporting.

o Proficiency of ERP systems (preferentially in Epicor Kinetic, SAP, or Oracle) and pricing/contract administration.

o Excellent written and verbal communication in Portuguese and English, negotiation, and conflict-resolution skills.

o Familiarity with ISO 9001 quality management system documentation and continuous improvement practices.

o Proficient knowledge of technical documents (engineering drawings, bills of materials, parts lists), with the ability to guide the customer service team in technical document review and application.

• Required Qualifications:

o Native-level fluency in Portuguese

o Advanced-level fluency in English (C1 level or equivalent): speaking, reading, and writing, with the ability to communicate clearly with customers and internal stakeholders.

o Valid authorization to live and work in Portugal

o Bachelor’s degree in Business Administration, Operations Management, Engineering, Supply Chain, or a related field.

o Minimum 10 years of customer service experience, including quote processing, sales order processing, and review of customer contractual requirements, preferably in an aerospace or manufacturing environment

o Minimum 5 years of progressive leadership experience in customer service, customer support, or operations, preferably in an aerospace or manufacturing environment.

o Availability for periodic travel to the United States (corporate office in California)

o Flexibility to occasionally attend meetings outside standard hours to coordinate with the U.S. team

• Preferred Qualifications:

o Working knowledge of additional languages, such as French, German, or Arabic

• Success measures:

o Achievement of quote and order turnaround time goals.

o Timely resolution of customer complaints, returns, and escalations.

o Accuracy and integrity of ERP quote, order, and pricing data.

o Sustained or improved customer satisfaction survey and scorecard results.

o Development and retention of a high-performing customer service team.

o Consistent service levels and process knowledge across both the Equipment and Tooling business units of AGSE.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here represent those employee encounters while performing this job's essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Employees work under typical office or warehouse conditions, and the noise level is usually quiet to moderate. However, in certain assignments, an employee may work near moving equipment and be exposed to toxic or caustic chemicals, biological hazards, airborne fumes, outdoor weather conditions, and loud, prolonged noise.