Customer Service Manager
Reports to: General Manager
Category: Professional
Status: Full-time
Direct Reports: 1 Customer Support position
Job Summary
The Customer Service Manager reports to the General Manager and is responsible for building and sustaining a department culture centered on positive customer relationships, interdepartmental collaboration, and effective communication of financial and technical information to internal and external customers. This role drives customer satisfaction, commercial performance, and operational efficiency while ensuring alignment between customer requirements and operational delivery.
Key Responsibilities
- Lead and develop the Customer Support team to deliver consistent, responsive, and value-driven customer communication.
- Oversee customer accounts, including onboarding, pricing, contract compliance, and after-sales support.
- Establish new customer accounts in accordance with company procedures.
- Monitor and manage key metrics, such as sales pipeline, rolling forecasts, quote turnaround times, and customer satisfaction KPIs.
- Support pricing strategies, quoting, and commercial negotiations to optimize margins while preserving long-term customer relationships.
- Communicate customer expectations clearly and promptly to internal departments (e.g., procurement, logistics, maintenance, quality, planning).
- Maintain ERP data integrity to support planning processes; AvSight experience preferred.
- Provide accurate, timely quotes and supporting documentation to customers.
- Guide and direct team members to meet customer expectations efficiently.
- Review and approve all invoices, providing explanations and guidance to customers.
- Oversee preparation of repair/overhaul estimates, including detailed correspondence, valuable customer information, and options.
- Review and approve summary condition reports, as applicable.
- Negotiate, manage, record, and track commercial gestures and discounts in compliance with Optima Aero USA requirements.
- Manage overdue customer accounts.
- Coordinate technical support and customer relations efforts.
- Serve as the primary liaison between customers and relevant company departments.
- Uphold the company's reputation by ensuring timely execution of customer requests while protecting financial goals and best interests.
- Define work scope based on customer requests, shop suggestions, and recommendations.
- Collaborate with the Director of Maintenance and Quality Department to ensure on-time delivery, monitor repair turnaround times (TAT) for work-in-progress (WIP) assets, and align with customer expectations.
- Maintain customer fleet and data in the CRM system.
- Make informed decisions on serviceable versus new parts for installation.
- Support additional departmental duties as needed.
- Plan inductions and manage production plan updates based on customer demands, communicating with the Director of Maintenance and Quality Manager to ensure capacity and planning alignment.
Leadership & Strategy
- Manage a high-performing, collaborative Customer Service team emphasizing ownership and accountability.
- Implement dashboards and reporting tools to track and communicate departmental performance.
- Partner with the General Manager and leadership team on strategic planning, capacity management, and customer growth initiatives.
- Promote a culture of continuous improvement, efficiency, and customer excellence.
