Customer Service Manager

Position Summary:

Utilizing your leadership skills and passion for customer service, you will lead and inspire your team to deliver excellent service and operational performance every day and ensure all standards, especially Safety and Security, are closely and consistently adhered to.

You will lead your team to deliver an optimum, time and cost-efficient service to our customers every day and spend time identifying strengths and opportunities from the people within your teams to continually develop efficiencies, service improvements and business innovation.

You will use your excellent communication skills to liaise with other teams to build positive working relationships internally and externally. You will support the Senior Operational Management Teams in the development of the strategic business plans and effectively manage your local teams and budgets to deliver excellent service to our airport customers.

Tasks and responsibilities:
• Oversee all areas and duties of Customer Service for a precision machine shop (Electrical, and Assembly shop).
• Communicate via email and telephone with Customers on a daily basis, providing excellent and honest customer service.
• Interface daily with our “’inside” customers, i.e. Planning, Shipping and Receiving, and Expediting to ensure quality parts and On Time Delivery for our external customers.
• Answer inbound calls relating to order status and schedules. Keep in close communication with customers.
• Pull forecasts from customer sites, upload to ERP and creating reports to affectively analyze customer requirements, quality and on time delivery. Maintain and report customer monthly metrics.
• Support all discrete PO’s (review and sign off prior to order entry). Review, compare to quote and sign off on all FA POs after management has signed off.
• Review and Manage Min/Max accounts and SOI parts weekly
• Track and report progress on recovery plans and customer requested milestone plans.
• Review sales order report 3 times per week.
• Assist as necessary with new product implementation, maintain A/I’s, kickoff milestones risk register, host weekly internal and external meetings
• Be familiar with shop practices and inventory requirements. Familiarize yourself with customer part numbers.
• Manage internal machine parts inventory and JIT inventory
• Analyze, coordinate and manage affective processes beginning with Customer Service and flowing through the shop.
• Coordinate Rail action items for CS, SC, Planning and Scheduling
• Keep leadership up to date with voice of the customer feedback
• Work to secure additional opportunities from customers
• Review and challenge errant items on customers delivery and quality reports
• Coordinates expedite with all Production Departments when required.
• Interface daily with Planning to make sure Jobs are planned. Provide assistance as needed.
• Track all customer revision changes that require a quote, cancellation charges, coordinating First Articles.
• Coordinate RFQ’s, Long Term Pricing Agreements that are routed directly through Customer Service vs Estimating.
• Coordinate and Process RMAs with QA Manager and Customer. Coordinate customer late/early hits with Customer
• Prepare weekly ship lists for min/max customers. Coordinate hot/ship shorts for customers.
• Review and advise management on closed job profitability.
• Work with accounting as necessary to ensure proper costing of jobs
• Any other duties required on an as needed basis to ensure customer satisfaction
• Excellent decision making, verbal and written skills.
• Must have good and consistent telephone etiquette and diplomacy skills.
• Must be able to interact with various departments and levels of positions.
• Must have good problem-solving skills.
• Must be able to multi-task efficiently.
• Strong working knowledge of Microsoft Office Suite Associate's degree or equivalent is preferred
• Experience with Job Boss or other MRP ERP systems a plus.
• Minimum of 3 years of experience working in a fast-paced aerospace Customer Service environment.