JOB SUMMARY

The Customer Service Manager is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Correspondence.)

ESSENTIAL JOB FUNCTIONS/DUTIES
  • Strategically lead and develop customer service team to enhance performance by setting clear accountable performance measures
  • Ensure there is a clear backlog and forecasted plan. (Supply and Demand forecast alignment)
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service;
  • Improve Customer Satisfaction and drive Customer Metrics with appropriate follow thru
  • Always look to protect pricing and delivery commitments
  • Empower and Engage the Customer Service Team
  • Enhance the First Call Resolution
  • Identify new tools and technologies to better serve the customer
  • Drive better sales through improved service
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Leadership team. (Peers).
  • Act as the Voice of the Customer across the organization.
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
  • Define, negotiate and agree the effective utilization of resource in line with service specifications. May work with, or being responsible for resource planning of required resources in conjunction with business objectives and service level agreements.
  • Work effectively with all peers and Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
  • Continually develop improvements and embed successful change projects.
  • Drive quality and consistency

QUALIFICATIONS
  • 5-7 years of experience experiencing of managing operational customer service team
  • Experience: 2 years of experience in ITAR and EAR requirements, knowledge of major commercial and military airframe and engine platforms, and providing customer service support in the aerospace manufacturing industry. Aerospace experience preferred
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Proven Management and/or relationship management experience at a senior, level. Established track record of exceeding targets, KPI’s SLA’s, in a quality led,
  • Demonstrate ability to motivate and communicate with others at all levels
  • Influential relationships skills at all. Able to use these relationships to deliver service improvements
  • Excellent communication and negotiation skills.
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills.
  • Demonstrated ability to drive and hold accountability to tasks
Other Required Knowledge, Skills & Abilities: Ability to identify and solve problems in a timely manner. Capable of putting together and presenting effective presentations to internal and external customers. Strong knowledge of Microsoft Word, Excel and PowerPoint. Thorough knowledge of sales systems within an MRP manufacturing environment

WORKING CONDITIONS
  • Working Environment: Indoor working environment within various areas of a foundry facility
  • Required PPE: PEE varies throughout the plant, check with area Supervisor to ensure proper PPE is being used
  • Safety Glasses:  Needed in all areas of the plant
  • Steel toe shoes:  Needed in all areas of the plant

This is a management position
This is a full time position

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