What are the responsibilities and job description for the Customer Service Manager position at ICON AEROSPACE LLC?
Responsibilities:
• Answer customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
• The Manager will lead our Customer Support team and ensure that our customers experience a consistent high level of service and satisfaction.
• Ensures the Customer Support team provides the appropriate level of service, communication and issue resolution expected by our customer base.
• Constant drive to ensure all aspects of the customer experience exceeds expectations.
• Drive to ensure that the team are employing best practices and utilizing consistent communication including all reporting documents, performance reports and quarterly business reviews as developed regionally and corporately.
• Develop and implement a comprehensive training plan for each member of the Customer Support team to guarantee a baseline skill level and growth within the organization.
• Identify process and procedure improvements necessary to increase efficiencies and the customer experience.
• Communicate the “voice of the customer” internally and externally through participation in day-to-day issues.
• Ensure compliance to our customer contractual obligations.
• Support business development and sales through the RFQ process, pricing data, models and other duties requested of them.
Qualifications:
• At least 8 years of directly related aerospace experience; or equivalent combination of education and aviation experience
• Experience in highly regulated industry or aerospace with experience in Sales, Business Development, Operations, Quality or Customer Support.
• Bachelor’s degree preferred
• Demonstrated understanding of customer requirements and focus to achieve these objectives.
• Strong decision-making skills and ability to use sound judgment and challenge assumptions when appropriate.
• Advanced MS Office Suite skills specifically using MS Excel.
