CUSTOMER SERVICE MANAGER

LISI Aerospace • Torrance, CA

6d • Onsite

About The Position

The Customer Service/Quotation Manager is responsible for the overall direction, coordination, and evaluation of the Torrance Customer Service inside sales team. This role coordinates global sales projects with the European Quotes Manager, provides feedback and analysis on quotes issued from the Torrance and Montreal locations, and supports management vision and initiatives through positive communication and support. The position directly supervises inside sales functions and carries out supervisory responsibilities in accordance with the organization’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.

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
• Strong quotation experience preferred
• 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)
• 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
• 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
• 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
• 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
• Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals
• Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources
• 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
• 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
• 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

• 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
• Ensure compliance with HSE procedures, instructions, guidelines and golden rules
• Ensure that the HSE procedures and instructions of his/her department are always adapted and updated
• Ensure the acquisition and maintenance of HSE skills of its employees in relation to the tasks performed by its teams
• Ensure that the equipment under his/her responsibility is in good condition and operates safely. If this is not the case, he/she will ensure that protective measures are taken and/or that the equipment is consigned
• Identify and deal with HSE risk situations during the appropriate PSM
• Manage emergency situations with the help of the fist aiders and first response team members
• Relay and lead HSE communication within his/her teams
• Ensure that the necessary resources are available to guarantee the preservation of the health and safety of the people in his/her department
• Ensure that the necessary resources are made available to guarantee the limitation of the environmental impact of his/her department
• Within his/her scope, implement actions to achieve the site's HSE objectives
• Participate to the HSE management review

Benefits

• Reasonable accommodation for disabilities may be made for one or more of the following
• Employee will be required to wear personal safety equipment such as safety glasses, hearing protection, or proper footwear PPE in specified areas

What This Job Offers

• Job Type: Full-time
• Career Level: Manager