Sales Support Manager - Commercial Aircraft

Location: Doral, FL

Schedule: Monday to Friday

Salary: 65k per year

Job Description:

The Sales Support Manager is a leadership role focused on enhancing the overall customer experience with our company's products and services. This position is pivotal in motivating and developing personnel, establishing best practices, and ensuring strong collaboration across departments.

For nearly 30 years, our client has been in the business of providing comprehensive aircraft inventory support for airlines, MROs, OEMs, and distributors. Headquartered in Miami, Florida, with service centers in London and Singapore, they are a truly global partner, serving customers' parts and inventory needs in more than 140 countries.

Our client is embracing the potential of online sales and their digital marketplace, which has been growing exponentially and has tremendous potential with the right technology team in place to support and take it to the next level.

Responsibilities:

• Lead a team of customer experience representatives, providing recognition, feedback, and progressive discipline to achieve targets.
• Train and mentor the department to continuously improve customer experience.
• Review and adapt policies and procedures to align with business and technological changes.
• Collaborate with other business functions to deliver a consistent end-to-end customer experience across all channels and touchpoints.
• Resolve escalated complaints and concerns, and manage responses on all media platforms.
• Analyze customer feedback to identify areas for improvement.
• Support the development and management of the company’s brand image and reputation with customers.
• Oversee all order processing, customer resolution, and order expedite teams.
• Represent the company at trade events, conferences, and other promotional functions as needed.
• Perform all other duties as assigned.

Key Accountabilities:

• Effectively manage a team of customer experience representatives.
• Ensure continuous improvement in customer service through training and mentoring.
• Regularly review and update policies and procedures.
• Foster collaboration with other business units to ensure a seamless customer experience.
• Handle escalated complaints and monitor responses on various media platforms.
• Identify and implement improvements based on customer feedback.
• Manage the company’s brand image and reputation with customers.
• Supervise order processing, customer resolution, and order expedite teams.
• Act as a company representative at industry events and promotional activities.
• Undertake additional duties as necessary.

Key Skills and Competencies:

• Ability to develop collaborative working relationships.
• Competence in managing multiple tasks seamlessly and adapting to the work environment.
• Strong verbal and written communication skills across all levels.
• Capability to set and review KPIs and benchmarks.
• Professional interaction with management, peers, and customers.
• Problem-solving and analytical skills.
• Advanced proficiency in Microsoft Office products.

Experience and Qualifications:

• Strong knowledge of commercial aircraft spares (mandatory).
• Degree-level education preferred or equivalent experience.
• Minimum of 5 years of customer service experience.
• Experience in managing a global team.
• Proven track record of building relationships in commercial aircraft spare parts, preferably in the aftermarket segment.

Travel Requirements:

• Business travel may be required.

At ttg, “ We believe in making a difference One Person at a Time ,” ttg OPT

"ttg Talent Solutions is an Equal Opportunity Employer and recruiting agency. We are committed to creating an inclusive and diverse work environment and welcome applications from all qualified candidates regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

Please note that all offers of employment are contingent upon the successful completion of a drug test and background check. We maintain a drug- and substance-free workplace to ensure the safety and well-being of all employees” .