CUSTOMER SERVICE & LOGISTICS DIRECTOR

LISI Aerospace•Torrance, CA

About The Position

SUMMARY Directs and manages the logistics platform and customer service operations for LISI Aerospace, North America and LNA. Responsible for overall direction, coordination, and evaluation of the customer-facing commercial operations including quotation management, inside sales, order processing, and customer service, while simultaneously managing the North America logistics network encompassing shipment flows, safety inventory management, customer interface, demand forecasting, and tracking of customer satisfaction KPIs. This integrated role ensures seamless customer experience from initial quote through order fulfillment and delivery, implementing business strategies that result in customer satisfaction while optimizing logistics efficiency across multiple NAM facilities. Coordinates global sales projects, provides feedback and analysis on quotes, supports management vision, and drives positive communication and support throughout the commercial and logistics operations. ESSENTIAL DUTIES AND RESPONSIBILITIES .Other duties may be assigned. Reasonable accommodation for disabilities may be made for one or more of the following: CUSTOMER SERVICE & INSIDE SALES OPERATIONS Quotation & Order Management: Develop timely winning quotation strategies Determine RFQ priorities and policies Establish cost and list price matrices to deliver consistent and timely customer quotations Develop strong relationships to increase communication and productivity Manage existing processes and compliance, follows company internal guidelines Increase conversion rates and sales while proactively streamlining procedures to meet or exceed customer demand Oversee and lead day-to-day Customer Service department operations Ensure customer inquiries are responded to in a timely and accurate manner by coordinating and managing communications and projects with all LISI Aerospace facilities Team Leadership & Development: Support the customer service team with challenging customer interactions, positive communication, strong leadership and learning opportunities Establish accountability requirements for Customer Service Representatives Perform personnel functions including maintaining attendance records, advising employees on company policy, hiring, termination, and performance evaluation Engage Customer Service team to embrace Continuous Improvement and Self-Assessment Provide regular status updates to CSR team Customer Experience & Growth: Improve customer service experience, create engaged customers and facilitate organic growth Ability to manage product line quotation and pricing structure quotes Support and implement corporate processes, procedures and policies Maintain an orderly workflow according to priorities Sets a clear mission and deploys strategies toward the mission NORTH AMERICA LOGISTICS PLATFORM MANAGEMENT Inventory & Flow Management: Monitor shipment flows from plants for North American customers Manage safety inventories for the North American customers and coordinate with plants if inventories are below required/agreed levels Procure relevant quantities from European and Canadian plants and manage the safety inventories built with these procurements Communicate with North American plants shipment notices to ensure service level agreements are met (e.g., Min-Max compliance) Forecasting & Planning: Analyze customer forecast data to build consistent forecasts for the plants Lead projects with plant management to improve KPIs (i.e., safety stocks, lot quantities, etc.) Design, implement and manage the adequate tools to efficiently drive the flows and update the KPIs Customer Interface & KPI Management: Establish and track agreed upon KPIs (Key Performance Indicators) with the customers Interface with customers to communicate KPIs Ensure compliance with all company certifications and requirements related to logistics such as but not limited to ISO (Quality and Environmental systems), CPAT, customer quality systems Cross-Functional Coordination: Coordinate with sales, operations, quality, and supply chain teams across multiple NAM facilities Ensure all people placed under their assigned area of responsibility, or all persons who may be affected by equipment or processes placed under their responsibility, are complying with established procedures and safety requirements C. INTEGRATED COMMERCIAL & LOGISTICS EXCELLENCE Adhere to and manage approved department budget Provide continuous improvement initiatives that bridge customer service and logistics operations Develop metrics and reporting that provide visibility across the quote-to-cash and order-to-delivery processes Create integrated workflows that optimize both customer responsiveness and logistics efficiency Maintain strong relationships with plant management at US and Mexico facilities Drive customer satisfaction through seamless integration of commercial and logistics functions REQUIRED QUALIFICATIONS Education: Bachelor's degree in Business, Supply Chain Management, Logistics, Engineering, or related field MBA or advanced degree in Supply Chain/Operations Experience: Minimum 7-10 years in aerospace or fastener industry Minimum 5 years in customer service, inside sales, or commercial operations Minimum 3-5 years in logistics, supply chain, or distribution management Minimum 3 years in people management/leadership role Experience managing multi-site operations Knowledge of cold heading, threading, and fastener manufacturing Familiarity with APQP/PPAP processes Technical Skills: Strong proficiency in ERP systems (SAP or equivalent) Advanced Microsoft Excel skills (forecasting, data analysis, pivot tables) CRM systems (Salesforce) experience preferred Understanding of logistics management systems and tools Analytical and problem-solving capabilities Strong presentation and communication skills Language Skills: English: Fluent (written and oral) - Required Spanish: Conversational or better - Strongly Preferred (for coordination with Mexico facilities) French: Basic understanding - Advantage (for LISI Group coordination) PHYSICAL DEMANDS, WORK ENVIRONMENT, HEALTH AND ,SAFETY Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include ability to adjust focus. Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Safety and Environmental The responsibilities of the position include compliance with company and governmental safety, environmental and hazardous materials regulations and procedures. Employee will be required to wear personal safety equipment such as safety glasses, hearing protection, or proper footwear PPE in specified areas. Ensure compliance with HSE procedures, instructions, guidelines and golden rulesEnsure that the HSE procedures and instructions of his/her department are always adapted and updated Ensure the acquisition and maintenance of HSE skills of its employees in relation to the tasks performed by its teams Ensure that the equipment under his/her responsibility is in good condition and operates safely. If this is not the case, he/she will ensure that protective measures are taken and/or that the equipment is consigned Identify and deal with HSE risk situations during the appropriate PSM Manage emergency situations with the help of the fist aiders and first response team members Relay and lead HSE communication within his/her teams Ensure that the necessary resources are available to guarantee the preservation of the health and safety of the people in his/her department Ensure that the necessary resources are made available to guarantee the limitation of the environmental impact of his/her department Within his/her scope, implement actions to achieve the site's HSE objectives Participate in the HSE management review

Requirements

Bachelor's degree in Business, Supply Chain Management, Logistics, Engineering, or related field
MBA or advanced degree in Supply Chain/Operations
Minimum 7-10 years in aerospace or fastener industry
Minimum 5 years in customer service, inside sales, or commercial operations
Minimum 3-5 years in logistics, supply chain, or distribution management
Minimum 3 years in people management/leadership role
Experience managing multi-site operations
Knowledge of cold heading, threading, and fastener manufacturing
Familiarity with APQP/PPAP processes
Strong proficiency in ERP systems (SAP or equivalent)
Advanced Microsoft Excel skills (forecasting, data analysis, pivot tables)
Analytical and problem-solving capabilities
Strong presentation and communication skills
English: Fluent (written and oral) - Required

Nice To Haves

CRM systems (Salesforce) experience preferred
Understanding of logistics management systems and tools
Spanish: Conversational or better - Strongly Preferred (for coordination with Mexico facilities)
French: Basic understanding - Advantage (for LISI Group coordination)

Responsibilities

Directs and manages the logistics platform and customer service operations for LISI Aerospace, North America and LNA.
Responsible for overall direction, coordination, and evaluation of the customer-facing commercial operations including quotation management, inside sales, order processing, and customer service, while simultaneously managing the North America logistics network encompassing shipment flows, safety inventory management, customer interface, demand forecasting, and tracking of customer satisfaction KPIs.
Ensure seamless customer experience from initial quote through order fulfillment and delivery, implementing business strategies that result in customer satisfaction while optimizing logistics efficiency across multiple NAM facilities.
Coordinates global sales projects, provides feedback and analysis on quotes, supports management vision, and drives positive communication and support throughout the commercial and logistics operations.
Develop timely winning quotation strategies
Determine RFQ priorities and policies
Establish cost and list price matrices to deliver consistent and timely customer quotations
Develop strong relationships to increase communication and productivity
Manage existing processes and compliance, follows company internal guidelines
Increase conversion rates and sales while proactively streamlining procedures to meet or exceed customer demand
Oversee and lead day-to-day Customer Service department operations
Ensure customer inquiries are responded to in a timely and accurate manner by coordinating and managing communications and projects with all LISI Aerospace facilities
Support the customer service team with challenging customer interactions, positive communication, strong leadership and learning opportunities
Establish accountability requirements for Customer Service Representatives
Perform personnel functions including maintaining attendance records, advising employees on company policy, hiring, termination, and performance evaluation
Engage Customer Service team to embrace Continuous Improvement and Self-Assessment
Provide regular status updates to CSR team
Improve customer service experience, create engaged customers and facilitate organic growth
Ability to manage product line quotation and pricing structure quotes
Support and implement corporate processes, procedures and policies
Maintain an orderly workflow according to priorities
Sets a clear mission and deploys strategies toward the mission
Monitor shipment flows from plants for North American customers
Manage safety inventories for the North American customers and coordinate with plants if inventories are below required/agreed levels
Procure relevant quantities from European and Canadian plants and manage the safety inventories built with these procurements
Communicate with North American plants shipment notices to ensure service level agreements are met (e.g., Min-Max compliance)
Analyze customer forecast data to build consistent forecasts for the plants
Lead projects with plant management to improve KPIs (i.e., safety stocks, lot quantities, etc.)
Design, implement and manage the adequate tools to efficiently drive the flows and update the KPIs
Establish and track agreed upon KPIs (Key Performance Indicators) with the customers
Interface with customers to communicate KPIs
Ensure compliance with all company certifications and requirements related to logistics such as but not limited to ISO (Quality and Environmental systems), CPAT, customer quality systems
Coordinate with sales, operations, quality, and supply chain teams across multiple NAM facilities
Ensure all people placed under their assigned area of responsibility, or all persons who may be affected by equipment or processes placed under their responsibility, are complying with established procedures and safety requirements
Adhere to and manage approved department budget
Provide continuous improvement initiatives that bridge customer service and logistics operations
Develop metrics and reporting that provide visibility across the quote-to-cash and order-to-delivery processes
Create integrated workflows that optimize both customer responsiveness and logistics efficiency
Maintain strong relationships with plant management at US and Mexico facilities
Drive customer satisfaction through seamless integration of commercial and logistics functions
Ensure compliance with HSE procedures, instructions, guidelines and golden rules
Ensure that the HSE procedures and instructions of his/her department are always adapted and updated
Ensure the acquisition and maintenance of HSE skills of its employees in relation to the tasks performed by its teams
Ensure that the equipment under his/her responsibility is in good condition and operates safely. If this is not the case, he/she will ensure that protective measures are taken and/or that the equipment is consigned
Identify and deal with HSE risk situations during the appropriate PSM
Manage emergency situations with the help of the fist aiders and first response team members
Relay and lead HSE communication within his/her teams
Ensure that the necessary resources are available to guarantee the preservation of the health and safety of the people in his/her department
Ensure that the necessary resources are made available to guarantee the limitation of the environmental impact of his/her department
Within his/her scope, implement actions to achieve the site's HSE objectives
Participate in the HSE management review