CUSTOMER SERVICE MANAGER

LISI•Torrance, CA

10d

About The Position

LISI AEROSPACE is ranked 60th in the global aerospace value chain and specializes in the design and manufacture of high-tech metal components to enhance aircraft safety and performance. Active since 1950 in the fastener market (no. 3 worldwide), LISI AEROSPACE has been a recognized player in metal components for aircraft engines and airframes since 2011. With its dedication to industrial excellence, LISI AEROSPACE aims to become a leader in costs, quality, deadlines and workplace safety. This mindset is represented at every level of our company and by all of our team members. At LISI AEROSPACE, we focus above all on advancement and flexibility. Every employee is empowered and has the latitude they need to carry out their assignments and develop their skills. We provide this mobility and training through our Corporate University, the LISI Knowledge Institute (LKI). As a result, our company is growing fast and always welcoming new talents. SUMMARY The Customer Service Manager is responsible for the overall direction, coordination, and evaluation of the Torrance and LAC Customer Service inside sales team. Coordinates global sales projects with the European Quotes Manager, provides feedback and analysis on quotes issued from the Torrance and Montreal locations, supports management vision and initiatives through positive communication and support.

Requirements

Bachelor’s degree from a four-year college or university or equivalent combination of education and experience
Minimum of 5 years work experience as a Customer Service Manager or Assistant Manager providing customer service support
Excellent knowledge of Management Methods and Techniques
Strong Customer Service Orientation and Leadership skills
Progressive Troubleshooting and Multi-tasking skills
Must have strong analytical and advanced Excel skills
Proficiency in English
Ability to read, analyze, write contracts & agreements and proposals
Ability to effectively present information and respond to questions from groups of employees, managers, suppliers, and customers.
Advanced Client Facing and Communication skills.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to calculate figures and apply concepts of business math.
Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to negotiate contracts & agreements, support and/or lead proposal development and utilize business tool for pricing and ROI analysis
Ability to operate standard office equipment such as personal computers, photocopiers, facsimile machines and business telephones.
Experience using Microsoft Office Suite software (MS-Word, MS-Excel, PowerPoint).
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses experience to complement data; understands the work flows and procedures. Strong analytical ability to assume P&L responsibility and address issues such as pricing, price justification, and investment
Technical Skills – Understands and has working knowledge of ISO 9001, AS 9100, NADCAP, Mil-Specs, ITAR, General aircraft construction and aircraft industry trends, Aircraft fasteners industry and Aerospace specifications, metallurgy and metal processing. Able to clearly share expertise and transfer technical knowledge to others; Working in problem solving team environment; Communicates technical knowledge and expertise with customers to instill confidence regarding quality function.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens intently to others and seeks clarification; Provides clear and pleasant responses to inquires regardless of the situation; Presents complex concepts in a simple manner to achieve understanding of benefit plans at all levels of the organization. Demonstrates group presentation skills; Participates in meetings. Must have excellent communication skills and be able to interface with sales, marketing, and engineering and with customers to facilitate and guide technical aspects of sales activities.
Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Places success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of team members.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Planning/Organizing - Prioritizes and plans work activities of self and others; Uses time efficiently; Plans for resources in a creative way only adding cost as absolutely necessary; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Must be able to manage multiple tasks and adhere to tight deadlines organizations skills are critical.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Nice To Haves

Strong quotation experience preferred
Industry experience, aerospace or aviation, preferred

Responsibilities

Develop timely winning quotation strategies
Determine RFQ priorities and policies
Establish Cost and List price matrices to deliver consistent and timely customer quotations
Develop strong relationships to increase communication and productivity
Manage existing processes and compliance, follows company internal guidelines
Ability to manage product line quotations and pricing structure quotes
Increase conversion rates and sales while proactively streamlining procedures to meet or exceed customer demand.
Oversee and lead day-to-day Customer Service department operations
Support the customer service team with challenging customer interactions, positive communication, strong leadership and learning opportunities
Establish account assignments for Customer Service Representatives
Support and implement corporate processes, procedures and policies.
Perform personnel functions including maintaining attendance records, advising employees on company policy, hiring, termination, and performance evaluation.
Improve customer service experience, create engaged customers and facilitate organic growth.
Engage Customer Service team to embrace Continuous Improvement and Self-Assessment.
Provide factory activity updates to CSR team
Adhere to and manage approved department budget.
Maintain an orderly workflow according to priorities.
Sets a clear mission and deploys strategies toward the mission.
Ensure all people placed under their assigned area of responsibility, or all persons who may be affected by equipment or processes placed under their responsibility are complying with the rules and regulations set forth by Federal, Local and State government, and LISI Aerospace policies, procedures and plans.
All employees are responsible for attending all training provided and for adhering to all HSE procedures, policies, and plans, conforming to reporting requirements, and safe operating procedures at all times.
All employees are required to bring any known or suspected nonconformance for all company procedures or legal requirements to management’s attention immediately.
Continually seek opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results.