Manager, Customer Service

VSE AVIATION INC (US)•Davie, FL

8d•Onsite

About The Position

The Customer Service Manager is responsible for program profitability and first-level management of customer service activities of assigned product lines/locations required for gas turbine engines/components, including technical troubleshooting and problem-solving.

Requirements

Bachelor’s degree or 6 years of relevant/technical work experience and 2-3 years of leadership experience OR an additional 2 years of specific work experience in lieu of degree.
Experience and superior proficiency in MS Office, Adobe.
Proven strong interpersonal, verbal, and written communication skills in a customer support environment.
Demonstrated ability to prioritize and organize/meet deadlines.
Ability to travel.
Ability to work independently with minimal guidance.
Excellent communication, negotiation, and presentation skills.
Strong analytical, critical thinking and problem-solving skills in a highly demanding environment.

Nice To Haves

Master’s degree
8+ years of Sales/Customer Service experience in aerospace / MRO / Distribution
6+ years in the aviation industry
4+ years in a supervisory position
Experience with ERP, Quick Aviation, Quantum, and Aeroxchange programs

Responsibilities

Manage Customer Service staff and activities in assigned areas, including planning, leading, organizing and controlling work assignments and performance management.
Ensure proper staffing and training of customer service positions with qualified and competent persons.
Develop and manage the team to meet internal key performance indicators (KPI).
Formulate departmental policies and procedures to achieve an efficient and standard workflow.
Work closely with Sales, Operations, Engineering, QC, Materials, and Finance to ensure customer and company requirements are met or exceeded.
Optimize workflow with internal business partners based on contractual and customer TAT commitments in accordance with contract specifications.
Manage customer business through the complete order cycle.
Manage the priority of customer orders through all internal steps and departments.
Ensure business contract requirements are met and all customer KPI requirements are achieved.
Promote sales growth opportunities with customers to acquire new business opportunities.
Partner with the Rotable Sales team to capture BER sales opportunities.
Exercise good judgment and discretion when quoting and determining approval thresholds.
Act as the primary managerial contact point between customers, sales managers, and other operating groups.
Assist with sales and program proposals for assigned customers.
Perform other duties as assigned.