Manager, Customer Service

Description

The Manager is charged with the responsibility of leading, directing, assigning and approving the work of work of other members of his/department. Managers are selected for their technical skills and with due consideration for their ability to lead people and accept responsibility. They must have a working knowledge and be able to use and/or give instruction within respective department on various processes and procedures.

1. Maintains thorough working knowledge of company and departmental policies and safety procedures. This includes product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.

2. Review analyses of activities, costs, operations, and forecast data to determine department or company progress toward stated goals and objective

3. Compiles list of core products and services for use as sales leads to drive revenue and support short and long-term strategies.

4. Travels as necessary to call on regular and prospective customers to provide product and company-specific information to support group sales team and develop positive customer relationships.

5. Provides RFP support to Group Sales team including gathering of pricing data and technical response.

6. Manages and develops processes in support of aircraft maintenance, repair and overhaul services to meet customers’ requirements.

7. Manages and distributes all customer quotes and credit terms.

8. Establishes and manages compliance to all contracts and long-term agreements.

9. Discusses suitability of different types of aircraft components to meet customer's requirements.

10. Manages customers’ credit rating and communicates issues to group sales team for assistance and resolution.

11. Estimates date of delivery to customer based on knowledge of own firm’s production and delivery schedules, and provides status reports and communication of performance to customer.

12. Prepares reports of business transactions and keeps expense accounts within budget/guidelines.

13. Enters new customer data and other sales data for customers into ERP.

14. Develops and maintains relationships with maintenance contacts.

15. Investigates and resolves customer problems with deliveries, pricing or performance.

16. Actively contributes in development of annual business plan.

17. Responsible for development of new product information plan and execution of the plan.

18. Other various duties as needed or as assigned.

Qualifications

Bachelors Degree plus 2-4 years leading people