Customer Manager (Internal)

Magellan Aerospace, Llay Wrexham has an exciting opportunity for Customer Manager (Internal).

• Full time permanent position
• 39 hours per week
• Job location: Llay, Wrexham, LL12 0PB.
• Unionised site - works in partnership with Unite the Union.
A proactive and detail-driven Customer Manager to manage customer interfaces and ensure seamless coordination between internal operations and external stakeholder requirements. This role involves handling orderbook discrepancies, invoice and returns queries, contract reviews, debt resolution queries and supporting supply chain performance through regular reporting and customer engagement. The ideal candidate will be confident hosting customer visits, chairing internal meetings, and collaborating cross-functionally to drive root cause resolution and continuous improvement. Perks and Benefits
• A company culture that promotes work life balance
• Access to mental health support
• Business performance related bonus
• Career development opportunities
• Commitment to continued learning and development
• Long Service Awards
• Enhanced Holiday Entitlement based on length of service
• Free parking
• 25% off local gym membership
Essential Responsibilities Customer Engagement
• Respond to and manage Customer Order books
• Host and Coordinate information for customer calls
• Work directly with customers to resolve aged debt queries, ensuring timely clarification, dispute resolution, and agreement on payment commitments
• Host customer visits and provide professional representation of the company
• Collate and present customer packs during reviews and meetings
• Foster long-term relationships with customers and stakeholders to protect, sustain, and grow the business
• Main point of contact for performance, communication, escalation, reporting and satisfaction for customers
Orderbook and Supply Oversight
• Investigate and resolve order book variance discrepancies
• Manage aged debt by collaborating with customers and Finance to resolve invoice queries, disputed charges, credit requirements, and overdue payments
• Oversee customer returns processes and ensure smooth resolution
• Support the compilation of sales forecasts, identifying any risks, monitor fluctuations and challenge Customer on significant variances
Documentation and Contract Management
• Address paperwork queries related to deliveries, compliance, and invoicing
• Support debt-management resolution by ensuring documentation accuracy, validating PO/invoice alignment, and coordinating corrective actions with internal teams and customers
• Perform contract reviews to ensure supply terms and conditions are adhered to
• Collaborate to resolve CATLOB (Customer Agreed To Line of Balance) challenges and D1 (OTIF) metrics
• Produce, manage and present, KPI's to the business. Proactively escalate risks both internally to stakeholders and externally to customers
Operational Coordination
• Manage post-delivery collaborations to ensure data accuracy
• Liaise with logistics on delivery commitments for parts in finished goods
• Track and resolve LD (liquidated damages) and arrears root causes
• Support and chair internal meetings, ensuring action tracking and resolution follow-up
• Maintain and update the FAI (First Article Inspection) tracker by adding new jobs
Cross-Functional Collaboration
• Work closely with supply chain, logistics, finance, and operations controllers
• Lead collaborations to ensure customer satisfaction and timely issue resolution
• Assist in preparation for D1 reviews and support internal meetings as needed
• Provide input and support to the project team for any in-contract product change and NPI
General
• Support for business strategy and departmental goals and objectives
• Ensure that all work activities and records comply with Company Policies, Procedures and Codes of Practice
• Provide cover and support for departmental and other related activities
• Maintain a high standard of Health and Safety based upon safe working practices and support environmental initiatives
• Coordination with and support for other departments as required to ensure that service levels are maintained at the highest level
• Contribute to developing continuous improvement and innovative ways of doing business to increase the efficiency and effectiveness
  
  Excellent verbal and written communication
• Ability to use excel to a high standard
• Extensive understanding of Microsoft packages
• Strong IT skills
• Commercial & Liability awareness
• Positive attitude
• Proactive Can-Do Approach
• Ability to influence others, Experience of working in a manufacturing environment or similar
• Previous experience with ERP systems (SAP preferred)
• Degree qualified or equivalent experience in a similar role in a manufacturing environment
• Exposure to lean manufacturing principles
• Demonstrated experience of effective stakeholder management, To have Integrity
• Respectful to others
• Creative in finding ways to do things better
• Act ethically in all you do
• Collaborate well with others, Conflict Management
• Business Acumen
• Customer Focus
• Results Driven
• Planning and organising
• Analytical skills
• Perseverance
• Attention to detail
• Works well under pressure
• Be a Team player
• Professional
• Resilient
  
  Magellan Aerospace is a global, integrated aerospace company that provides complex assemblies and systems solutions to aircraft and engine manufacturers, defence and space agencies worldwide. The organization officially adopted the name "Magellan Aerospace Corporation" in 1996; deriving it from the intrepid explorer Ferdinand Magellan. His global exploits at the turn of the 15th century established a number of firsts, so the company's vision has been to carry this same legacy into the future of the aerospace industry.
At Magellan, we have over 80 years of collective knowledge and experience in the aerospace industry, and believe one truth: People create value. Employees are our greatest resource in working towards a successful future, and together we build professional relationships that thrive. We know that personal development is fundamental to the success of every individual, and every individual is fundamental to the success of our business, so we invest in our employees and provide excellent career progression opportunities. When you are part of Magellan, you are part of the team! Note Magellan may use an approved Artificial Intelligence (AI) note-taking tool to support the initial screening stage of its recruitment and selection process. All AI use is performed in accordance with Magellan's privacy policies. Personal information associated with any job application will not be shared with or retained by any third party. Magellan the ultimate discretion to determine which applications proceed through the initial screening process.