Customer Service Manager, Aerospace

SKF•Falconer, NY

30d•$123,000 - $139,000•Onsite

About The Position

This critical role will develop the team and implement a customer service strategy, fully aligned with our customers’ needs while delivering superior customer experience. This position will be responsible for improving customer experience by incorporating new techniques and technologies into the daily activities of both the customer and the customer service team.

Requirements

Bachelor’s degree preferred in Business or related field of study
Minimum 5 years of experience in a leadership role with a solid track record of team building, lead and motivate a team.
2 + years of Customer Service experience, preferably in a customer-facing role
Solid foundation and values of Customer Service principles
Demonstrated ability to “think outside of the box” while challenging conventional thinking
Proven track record of proactive, continuous improvement and analytical skills to evaluate customer needs and improve processes.
Skilled in Microsoft Office suite
Strong organizational skills and ability to multi-task in fast-paced environment are a must.
Excellent verbal & written communication skills. Ability to effectively communicate with internal & external customers
Ability to travel as needed

Responsibilities

Supervising day-to-day operations in the customer service department
Foster a culture of openness, empowerment, ownership and accountability
Handling escalations, addressing complaints and improving satisfaction
Support and drive company transformation
Review and support Accounts Receivable resolution and payment
Understand the operational objectives of the assigned account base
Continually drive improvements, aligned with our customers’ expectations, that facilitate ease of doing business with SKF
Provide clear and direct input to support resources (recruiting, mentoring, coaching, etc.) to ensure development and alignment of team members’ needs and customers’ requirements
Review and monitor orderbook to identify and manage critical escalations and forecast orders to ensure meeting customer deliveries.
Drive finished goods monthly shipments by holding weekly meetings with appropriate team members to identify, prioritize and resolve blocks
Review, monitor and drive the purchase order review process. Review with department Managers and measure against KPIs.
Handling and resolving customer complaints and returned goods, while analyzing root cause and proposing preventive actions.
Demonstrated ability to think strategically while implementing operationally
Take an innovative approach to ensure customer service meets the needs of SKF and the customer, leading them to the goal of delivering the highest level of Customer Experience possible.
Identify areas of opportunities and develop project plans to increase overall efficiency.
Participate in team meetings where you will need to solicit new ideas, provide feedback, coaching and identify opportunities for development and operational improvement.
Managing Customer Service at multiple sites (Falconer NY and Muskegon MI)