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Aspen Aerogels, Inc. Senior Manager, Sales Operations & Customer Svc in Marlborough, Massachusetts

Aspen Aerogels® is a rapidly growing aerogel technology company founded in 2001 to capitalize on patented advances in aerogel manufacturing. Aspen’s extensive portfolio of proprietary aerogel products are manufactured at scale and sold worldwide in the Electric Vehicle, Energy Infrastructure, Sustainable Building Materials, and Power Generation industries. Aspen is a Tier 1/2 Automotive supplier of PyroThin® thermal barriers, and our Pyrogel® and Cryogel® insulation products are used by virtually all leading petrochemical and refining company across more than 50 countries. We’re on a mission to build a world-class organization as we continue to grow our energy infrastructure business, and expand to meet demand for PyroThin thermal barriers in the rapidly growing Electric Vehicle sector over the next decade. We’re looking for great passionate, dynamic talent to join our team.

The Senior Manager, Sales Operations and Customer Service is responsible for the Commercial Operations support of our growing Electric Vehicles Thermal Barrier business globally. This new role will be the key point person within the Commercial Operations group for all things related to EV Thermal Barrier, including managing customer demand and S&OP planning, providing timely and accurate order management, understanding all customer requirements & systems, as well as extraordinary customer service to meet our customer’s highest expectations.


  • Act as the first line of communication for execution of customer requirements between Aspen Aerogels and EV customers in the European market.

  • Manage coordination with logistics and production to support customer’s specific processes.

  • Build strong relationships with customers. Ensure that customer concerns are noted and resolved in a timely manner while effectively diffusing dissatisfaction, and quickly identifying a course of action with a goal of first call resolution within established turnaround times.

  • Ensure that customer demand is clearly coordinated through the Sales and Operations process to ensure that production is supporting the supply requirements

  • Proactively identify and help implement enhancements to support a positive customer experience, streamline order processing, and provide scalable solutions in this exciting and growing market.

  • Navigate EDI orders and forecasts as sent by the customer, including daily review for any changes or additions, and communicate these changes & their impact effectively throughout the organization.

  • Maintain Salesforce and ERP system for both opportunity forecasting and order management. This includes updating sales opportunities, creating and entering sales orders and managing invoicing and revenue recognition.

  • Create and maintain Oracle Customer Master, order templates, and other related data for the EV Thermal Barrier orders.

  • Provide utmost in customer service by working with our Quality department for timely resolution of customer complaints.

  • Perform all other duties related to receipt, fulfillment, management of Customer orders, and all other communication and information sharing to ensure the order is followed through to on-time completion.


  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

  • Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


  • Innovative and organized thinker and self-starter who strives for continuous improvement, while delivering accuracy, efficiency, and operational excellence

  • Pride in the quality of work and a stickler for the details

  • Ability to work independently, without supervision, and frequently under tight deadlines

  • Proven ability to quickly navigate and learn new systems and processes

  • Thrive in a fast paced, ever-changing, and continually growing business area

  • Professional demeanor, excellent interpersonal and communication skills, strong writing skills

  • Must possess a strong desire to serve the customer, and the interpersonal skills to deal with various levels of personnel at the customer site and internally

  • Demonstrated ability to build and maintain strong working relationships with internal teams and Customers

  • Bachelor’s degree in business, finance, engineering, or other relevant area, or equivalent work experience

  • 3-5 years of project management, order management, or sales operations work experience, preferably in the automotive industry

  • Proficiency with MS Office Suite (Excel, Access, Word, PowerPoint)

  • Preferred but not required skills & experience include:

  • Knowledge of Oracle Order Management (or similar ERP system) and

  • Experience with contractual language

  • Prior experience in the automotive sector

  • read and interpret written information.


  • Frequently required to sit at workstation, remote or onsite

  • Occasionally required to walk

  • Frequently required to utilize hand and finger dexterity

  • Occasionally required to climb, balance, bend, stoop, kneel or crawl

  • Continually required to talk or hear

  • While occasionally out on manufacturing floor, the noise level in the work environment is usually moderate

    The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Aspen Aerogels, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here:

    Aspen Aerogels, Inc. is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to or call (508) 466-3111 and let us know the nature of your request and your contact information.