What are the responsibilities and job description for the Customer Service Manager position at Aviotek Instruments and Accessories Inc?
Basic Function:
The Customer Service Manager will be responsible for ensuring exceptional service delivery, enhancing customer satisfaction, and driving the success of our service initiatives. In this role you will operate as a key member of the MRO team and actively support the business demands for Repair Services unit.
Essential Duties and Responsibilities:
- Develop a culture of customer service excellence, with planning, customer support, and communication at the heart of the culture.
- Develop and implement customer service policies, procedures, and best practices.
- Create a brand and reputation that drives new customers to CTS (Commercial Technical services) and maintains existing customers, growing relationships to larger scale.
- Develop and oversee key customer accounts.
- Train and develop customer program management talent, standardizing best practices across all customer accounts.
- Manage customer expectations and drive a high level of customer satisfaction through data metrics.
- Measure customer contract performance parameters and report to internal organization and customer leadership on a regular cadence.
- Create the required infrastructure and support systems, including the use of the correct technology, to support the success of the company’s customer program management.
- Provide detailed and accurate forecasts of assigned customer accounts and goals to allow for short- and long-term planning to ensure success.
- Create visibility and ownership of production process to drive turn time improvements and alleviate obstacles to aid in improving shop performance.
- Collaborate with stakeholders to forecast material requirements for customer inductions in line with available CAPEX. Input into future budget requirements for material support.
- Manage key customer relationships and participate in closing new opportunities from existing customers.
- Travel as needed for in-person meetings with customers in support of the customer program, maintaining and developing relationships that contribute to growth and success of the company.
- Partner with all functional departments to align and clearly execute program plans and deliver customer KPIs.
- Participate in the development of value propositions, draft proposal and contracts, and price development.
- Modify and amend existing contracts to enhance customer value.
- Other duties as assigned.
Education and/or Work Experience Requirements:
- Bachelor’s degree in Business Administration, Management, or a related field; equivalent experience may be considered.
- Proven experience in customer service management, preferably in the aviation or aerospace industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and implement strategic improvements.
- Proficiency in customer service software and CRM systems.
- Strong analytical and problem-solving skills.
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
- This position is primarily office-based.
- Adherence to safety protocols and industry regulations is essential.