Customer Support Manager

2 weeks ago

Finchampstead, United Kingdom Arden White Limited Full time

Job description

Customer Support Manager

Location: Finchampstead, UK

Arden White a highly motivated Customer Support Manager to join our Client in Finchampstead. This role is crucial in managing aircraft component repairs and warranty services for a global clientele, including airlines, manufacturers, and MROs (Maintenance, Repair, and Overhaul organisations).

Key Responsibilities:

* Develop and maintain strong relationships with customers and key suppliers.

* Continuously seek to improve working methods and communication channels.

* Ensure compliance with contractual terms between customers and suppliers.

* Strive to improve turnaround times and reduce aged orders.

* Address and resolve all aspects of supplier interactions.

* Identify threats to service levels and apply escalation procedures as needed.

* Negotiate proposals to resolve and mitigate issues.

* Respond promptly to customer requirements and inquiries.

* Escalate internally when necessary and propose operational changes to meet evolving customer needs.

* Monitor and manage the status of repair orders throughout the repair process.

* Maintain systems with up-to-date status data, delay explanations, and relevant supplier information.

* Set clear goals for Repair Administrators.

* Work alongside the Account Program Manager to ensure customer expectations and KPIs are met or exceeded.

Qualifications:

* Relevant experience in Supplier Management or Customer Support activities.

* Experience in the aviation industry is desirable but not essential.

* Strong problem-solving skills and the ability to make informed decisions.

* Excellent teamwork, time management, and organizational skills.

* Ability to manage workload effectively under pressure.

Legal Requirement:

* Must have the legal right to live and work in the UK.

* Candidates will be required to provide evidence of their right to work in the UK

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