What are the responsibilities and job description for the Customer Service Director position at StandardAero?
Job Description
Customer Service Director
Location : Cincinnati OH (this is not a remote position)
Build an Aviation Career You're Proud Of
Build your career with integrity by working at a company that doesn't just treat you like a number. You'll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you'll be set up for success.
Take charge of our day-to-day operations, so we remain the trusted source for aviation repair and maintenance. Work with your team to implement the right processes and practices across our organization to help ensure flight and product efficiency.
We are seeking a dynamic and experienced Customer Service Director to lead and oversee the strategic planning, execution, and optimization of StandardAero's Customer Service function. This role ensures the highest level of customer satisfaction by developing and implementing effective customer service strategies, processes, and policies. The Director will lead and mentor a team of customer service representatives, fostering a customer-centric culture and driving continuous improvement in service delivery.
What you'll do :
- Develop, implement, and execute strategies to improve customer satisfaction, loyalty, and retention
- Provide visionary leadership, mentorship, and guidance to a diverse team of customer service representatives on meeting targets for turn time, invoicing, and other performance measures as developed
- Foster strong partnerships and collaboration with senior leaders, including Sales, Finance, Operations, Supply Chain, Quality, Engineering, to align operational efforts and drive holistic business success and optimize due date compliance
- Analyze customer feedback and data to identify areas for improvement and innovation
- Handle escalated customer issues and complaints, providing solutions in a timely manner
- Develop and maintain business relationships with customers. Oversee and participate in customer related visits / functions
- Manage Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performance
- Act as a liaison between customers and operations regarding contractual requirements, status of work, pricing, scheduling, shipping, settlement of customer complaints, and reviewing & coordinating all contract work for the business to ensure adherence to the contract
What skills you will use :
Preferred Characteristics :
Benefits that make life better :
Learn More
