Supervisor, Customer Service en FDH Aero

Who Are We?

FDH Aero is a trusted global supply chain solutions partner for aerospace and defense companies, helping to shape the industry by simplifying the supply chain. With over 60 years serving as a leading independent industry partner, FDH specializes in hardware, electrical, consumables and expendables, licensed products, and value-added services for global OEM and aftermarket customers. FDH is headquartered in Commerce, California, and has operations across the Americas, EMEA and APAC. FDH Aero – named a Best Places to Work in Aviation in 2024 – has locations in 14 countries across the globe, with more than 1,500 best-in-industry employees and over 650,000 square feet of inventory space. 

FDH is headquartered in Commerce, California, and has operations across the Americas, EMEA and APAC. FDH Aero – named a Best Places to Work in Aviation in 2024 – has locations in 14 countries across the globe, with more than 1,500 best-in-industry employees and over 650,000 square feet of inventory space. 

Why Work Here?

At FDH Aero, we understand that the strength of our brand comes from our people.

We invest in driven, diverse and experienced professionals who are naturally curious, courageous and motivated towards action. We value tempering confidence with humility, and a mission that always starts with service-first.

Our values guide everything we do: 

We Are Service First - We act with agility and intelligence to solve our partner’s most pressing needs. We safeguard our trusted relationships by communicating with clarity and unmatched follow through. 

We Are Respectful - We behave with dignity, fairness, and acceptance. We thrive by prioritizing empathy, humility, and connection to our collective community. 

We are Amplifiers - We invest in driven, diverse and experienced professionals, businesses and partners. We fuel the entrepreneurial spirit by providing autonomy, authority and a clear mission.

We Are Open-Minded - We communicate with intention, curiosity, and diversity of thought. By actively contributing with courage and candor, we challenge the status quo and innovate together.

We Are Accountable - We own responsibility for our outcomes. We set expectations, embrace critique, and empower every employee to take immediate actions on challenges they encounter. 

We Value Our People - That’s why we offer competitive benefits, including medical, dental, vision, Flexible Spending Accounts (FSA), 401k matching, and wellness programs. We invest in training, mentorship, and career development to empower our employees to reach their full potential. Our commitment to culture and excellence has earned us recognition as one of Aviation Business News' Best Places to Work in Aviation. 

As a team member at FDH Aero you are trusted to deliver, to innovate, and to drive next-generation solutions for tomorrow’s supply chain demands. Ready to make an impact? We proudly pursue top talent with a diverse and global set of experiences and backgrounds. 

We Are Looking For 

The Supervisor, Customer Service is responsible for overseeing customer service and order management activities, including contract administration, order fulfillment, and customer support, while applying common company policies and procedures. This role supervises the customer service team, ensuring adherence to business processes, support of the operating plan, and execution of order management activities in an efficient and cost-effective manner. Duties include supervising daily operations, guiding the team toward service objectives, compiling and reviewing performance data, and collaborating with management to enhance customer service outcomes.

What You'll Do (Responsibilities)

• Supervise customer order fulfillment activities to ensure accuracy, timeliness, and compliance with processes
• Collaborate with sales, operations, and purchasing teams to ensure customer delivery requirements are met 
• Address and resolve order-related issues, discrepancies, and escalations promptly 
• Build and maintain positive relationships with customers through responsive service and proactive communication 
• Monitor customer service and delivery performance metrics; identify trends and recommend improvements 
• Support initiatives to enhance on-time delivery and customer satisfaction 
• Work closely with logistics and warehouse teams to coordinate and optimize delivery processes 
• Lead, mentor, and coach the customer service team to achieve performance and development goals 
• Conduct training to enhance team skills, product knowledge, and service excellence 
• Gather customer and stakeholder feedback for process enhancements and continuous improvement 
• Contribute to a collaborative, solutions-oriented team culture aligned with company values 
• Perform other related duties as assigned 

What You Bring (Qualifications & Skills):

• Bachelor’s degree in Business, Sales, or a related field preferred, or equivalent work experience 
• 3+ years of experience in customer service, order management, or a related supervisory role 
• Experience in aerospace, manufacturing, or supply chain industries is an asset 
• Knowledge of order management, contract terms, and customer service processes 
• Familiarity with ERP systems and related reporting tools 
• Strong problem-solving skills and ability to make sound decisions 
• Effective communication and relationship-building skills with both internal and external stakeholders 
• Proven ability to supervise, mentor, and motivate a team 
• Ability to analyze data and drive process improvement initiatives 
• Detail-oriented with a commitment to operational excellence 
• Ability to travel occasionally as required 

Special Requirements:

• U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required. 
• ITAR requirement
• 120.15. Some positions will require current U.S. Citizenship due to contract requirements.

This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants will be asked to provide specific documentation to verify U.S. person status under the ITAR and the EAR. A “U.S. person” according to their definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee, or asylee. See 22 CFR  

FDH Aero is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.