Manager, Customer Service

SUMMARY: 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, problem solving.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

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