Service & Operations Coordinator III

Description

Organizational Overview

AEM, headquartered in San Diego, California, is a portfolio company of Industrial Growth Partners (IGP), a private equity firm focused exclusively on middle-market industrial manufacturing and niche services businesses. Through its industry leading brands, AEM, Renaissance Electronics, and Central Semiconductor, AEM serves niche applications across a diverse array of attractive markets including satellite, aerospace, defense, industrial, medical, EV/Battery, and telecom.

Position Summary

The Service & Operations Coordinator III is an experienced individual contributor who supports the full customer order lifecycle by ensuring accurate order processing, proactive shipment coordination, and timely issue resolution. This senior-level role independently manages customer RFQs, quotations, purchase orders, order changes, and returns for the most complex accounts and transactions, while maintaining strong documentation discipline and clean ERP/CRM records. The Service & Operations Coordinator III works closely with production, sales, and shipping teams to ensure on-time delivery and high customer satisfaction, provides overflow support to Inside Sales during spikes or coverage gaps, and serves as a subject-matter resource and escalation point within the team.

Essential Duties & Responsibilities:

• Process customer RFQs, quotations, purchase orders, order acknowledgements, changes, cancellations, and returns/RMAs in accordance with company policies, handling the most complex and high-priority accounts and transactions.
• Review customer requirements (including drawings and part revisions) and quote appropriate product solutions, exercising independent judgment on non-standard requests.
• Monitor in-process orders and provide proactive status, ETA, and risk communication to customers and internal teams.
• Resolve post-sale issues through closure, including delivery discrepancies, documentation requests, and credits/returns, while preventing escalations through early communication; serve as an escalation point for complex or sensitive customer situations.
• Maintain accurate and complete records in ERP/CRM systems for orders, cases, and customer requests, and model strong documentation discipline for the team.
• Ensure required documentation and traceability requirements are met and ready for shipment.
• Produce purchase order binder with all quotes, drawings, acknowledgement (Form 104), quality planning sheet, and other relevant information as required.
• Coordinate internally with production, sales, and shipping teams to support on-time delivery and issue resolution.
• Provide overflow support to Inside Sales as needed, including CRM updates, quote administration, customer vetting, and targeted follow-up.
• Assist with operational support tasks such as receiving customer-supplied parts and aiding production with inventory or base part ordering.
• Perform administrative duties including customer vetting, CRM updates, and periodic reporting of customer service activities.
• Identify and recommend improvements to order-management and service processes based on recurring issues and trends.
• Escalate and cross-cover urgent items outside the primary lane as needed to protect customer experience and revenue.
• Perform other duties as assigned based on business needs.

Supervisory Responsibilities

This is an experienced individual contributor (Level III) position with no administrative supervisory responsibilities. As a senior member of the team, this role provides training, technical assistance, guidance, and mentorship to other department members, serves as a subject-matter resource, and may lead or participate in departmental and cross-departmental initiatives.

Organizational Overview

AEM, headquartered in San Diego, California, is a portfolio company of Industrial Growth Partners (IGP), a private equity firm focused exclusively on middle-market industrial manufacturing and niche services businesses. Through its industry leading brands AEM, Renaissance Electronics, and Central Semiconductor, AEM serves niche applications across a diverse array of attractive markets including satellite, aerospace, defense, industrial, medical, EV/Battery, and telecom.

AEM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Requirements

Minimum Qualifications:

• High School Diploma or equivalent.
• Minimum 5 years of related experience in customer service, order management, inside sales support, or operations coordination.
• Demonstrated experience independently managing the full customer order lifecycle, including RFQs, quoting, order changes, and returns/RMAs.
• Proficient with Microsoft Office Suite.
• Proficient using ERP and CRM systems, with the ability to maintain clean, accurate records.

Preferred Qualifications:

• Experience in aerospace/defense, electronic components, and/or a manufacturing environment.
• Experience supporting inside sales or a quoting function.
• Familiarity with documentation and traceability requirements in a regulated manufacturing environment.
• Experience using AI-based tools to support process improvement, troubleshooting, and productivity gains