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Customer Service Manager
Job Description
Position Summary:
Manages the Aircraft Customer Relations Department and supervises customer relations personnel who respond to Aerospace and Government customer questions, inquiries, and orders by performing the following duties personally and/or through subordinate supervisors and personnel:
Supervisory Responsibilities
Directly supervises the employees in the Aircraft Customer Relations Department. Carries out supervisory responsibilities in accordance with the Corporation’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Leadership, management, and supervision of the Customer Relations Team in accordance with the Performance System, Core Competencies, and Lean Enterprise best practices.
- Ensures specific customer requirements and "Customer Service Excellence" levels are met through the effective management of the team, internal and external systems, communication channels, and other resources.
- Establishes and maintains strong relationships within all levels of the organization to drive operational excellence in support of the Corporation’s, Platform’s and Company’s Strategic Mission, Vision and Values.
- Promotes communication between Customer Relations and the Sales Organization and insures that two-way communication supports the needs of the customers, the SBU and Platform Management, and the needs of the Customer Relations and Sales Teams.
- Ensures that all aspects of customers’ purchase orders are adequately defined and responded to in a timely manner, including daily interaction with the Production Control & Logistics (PC&L) Team for follow-up and order status. This includes reviewing and resolving purchase order discrepancies prior to processing orders into the system.
- Develops, documents, audits and sustains Standard Work for the Customer Relations Team including Continuous Improvement objectives and Voice of the Customer (VOC) survey metrics.
- In conjunction with Senior Leadership, recommends policies and procedures for customers and customer relations representatives; interprets, clarifies and ensures compliance with policies and procedures.
- Monitors contractual compliance, training of personnel and maintenance of the order entry/customer portion of the Company’s paper based and electronic business systems; including customer internet portal systems where applicable.
- Plans and manages the development of Customer Service personnel in support of Performance System, Platform goals and expectations for responsiveness to customer requirements. This includes training and assisting in training department personnel.
- Ensures that department procedures are communicated and followed and assists the SBU Director and other Company executives in updates and the creation of new procedures as appropriate.
- Monitor order entry procedure and backlog for accuracy and report progress on specific activities, as required by management and/or contract requirements.
- Manage and coordinate the escalation of customer complaints and/or non-compliant contractual issues.
- Prepares and conducts annual performance appraisals according to Company’s Performance System and the Company’s Lean Enterprise System.
- Assists in monitoring programs and procedures to ensure on-time delivery and with customer problems and projects
- Insures that all aspects of customers’ purchase orders are adequately defined and responded to in a timely manner, including daily interaction with the Production Control & Logistics (PC&L) Team for follow-up and order status. This includes reviewing and resolving purchase order discrepancies prior to processing orders into the system.
Required Skills
Language Skills
- Read, analyze, and interpret aerospace and government contracts and regulations, customer technical correspondence and internet portal technical communications, industry business periodicals, professional journals, technical procedures, drawings and specifications, and governmental regulations.
- Write work instructions, reports, business correspondence, and procedure manuals.
- Effectively communicate and present information in response to questions from major Aerospace and Government customers, groups of managers, clients, and employees.
Leadership Skills
- Must lead by example and embody the Leader Core Competencies.
- Must demonstrate composure and effective listening skills with staff and customers.
- Mastery and demonstration of the 6 Achieve Global Basic Principles.
Mathematical Skills
- Ability to work with mathematical concepts such as probability and statistical inference.
- Ability to calculate and apply concepts such as fractions, percentages, ratios, and proportions to engineered aerospace elastomer products for the situations.
Reasoning Ability
- Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Deal with problems involving several concrete variables in standardized situations.
- Understand the urgency and priorities of situations as they arise and implement appropriate timely responses.
Electronic Business and systems
- Administrator and Power User Skills with MRP, Customer and Government Portal systems and Crystal Reports or equivalent.
- Advanced Microsoft Office User skills including, Access, Excel, Outlook, PowerPoint, etc.
- Advanced User skills with MS Internet Explorer 8 or equivalent Internet Browser.
- Ability to generate, interpret, charts, metrics and reports and to analyze such data and reports into applicable timeframes, as well as, predigesting this information into usable and relevant information.
Required Experience
Education and/or experience
- Bachelor’s degree (B. A.) from an accredited four-year College or University and minimum of seven years related Aerospace and/or Government Customer Service experience; or equivalent combination of education and experience.
- Minimum of five years in Aerospace and/or Government Contract customer service.
- Minimum three years in supervision management.
- Must be willing to attend company sponsored course with The Los Angeles Rubber Group Incorporated (“TLARGI”)
Desired Qualifications:
- Advanced Degree in related field.
- Power User knowledge of Man-Man.
- Formal training in Aerospace and/or Government Supply Chain management.
- Six-Sigma Green or Black Belt.
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