Customer Service Specialist

Kingdom People • Permanent • Fareham, Hampshire, England, United Kingdom • £35k - £38k / year • 1w ago

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.

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