Customer Services Manager

Main Purpose Of Job Role
Responsible for leadership and management of the customer service function – coordination, training, facilitation and execution of customer-facing activities, liaison with stakeholders and continuous improvement projects. To create a learning culture; a continuous improvement environment to drive growth in customer experience and support performance gains across Safety, Quality, Delivery, Cost and People.
Maim Duties And Responsibilities
Leadership

• Ensure safe working practices and conditions exist within the customer service environment
• Prioritise resources to ensure that business goals are met
• Manage team development through clear training plans and objectives
• Performance manage team
• Active participation and promotion of daily Tiered Accountability for escalation and support
• Monitor and report key performance metrics to team and site leadership
• Enable and leverage continuous improvement initiatives with support functions to drive performance gains
• Ensure trained resource is available to meet workload and regularly assess workforce competencies
• Provide day-to-day management of the team, including attendance and performance oversight
• Prepare team budgets and manage costs in line with these

Safety and Environmental

• Ensure compliance with all Health, Safety and Environmental policies and procedures
• Maintain and complete process risk assessments
• Promote safe working practice and support environmental initiatives

Quality

• Monitor and communicate customer satisfaction detractors to drive optimised business performance
• Ensure adherence to AS9100 and customer specific quality requirements
• Contribute to FAIR process ensuring customer prioritisation is defined and incorporated
• Promote RCCA methodology – leads/participates in investigations driving rapid resolution of deviations
• Support warranty/returns management processes including coordination of RMA and reverse logistics
• Support statutory, customer, regulatory and corporate reporting requirements as necessary
• Support internal audit plan, conducting duties effectively and addressing non-conformity observations timely

Delivery

• Maintain accurate forecasts and data hygiene in demand signal
• Deliver robust commercial and administrative management of customer accounts
• Act as a primary point of contact and chair for customer issues, ensuring timely resolution
• Coordinate site response and communication to customer enquiry, escalation and resolution
• Collaborate with supply chain and production – drive proactive action to mitigate risks to On-Time-Delivery (OTD)
• Participate/lead customer business reviews locally and remotely as necessary
• Support Sales, Inventory and Operations Planning (SIOP) process to ensure manufacturing capability is aligned to forecasted business deman

Cost

• Champion and execute rigorous repeat sales quotation review process to appropriately inform commercial approval process. Quantifiable business exposure and risk consideration is assessed and analysed
• Manage demand flexibility, change restrictions and associated liabilities to optimise business performance
• Support development and negotiation of contractual terms and drive adherence by all parties
• Collaborate with stakeholders to define minimum order quantities (MOQ), pricing structure and associated terms to fairly derive maximum value for PFG
• Partner with PFG Business Development (BD) to strengthen customer relationships and develop new business opportunity pipeline
• Promote invoicing control discipline, influencing stakeholders and supporting financial risk management e.g. aged debt
• Promote system and technology development to drive efficacy in account management e.g. portals, CRM
• Pursue efficiency improvements and cost control initiatives to reduce operational costs

Other Duties

• Support and drive company initiatives to reinforce our Company Values
• Perform other tasks as required

Essential Qualifications

• Lean Six Sigma Yellow Belt
• Level 3 Diploma in Customer Service (City & Guilds/RQF)
• Degree or equivalent in Business, Management, Engineering or a related discipline

Desirable Qualifications

• Lean Six Sigma Green Belt or higher
• Level 5 Diploma in Management and Leadership: Customer Service Management

Essential
Skills & Knowledge Required:

• Relevant experience leading high performing work teams in a regulated environment
• Ability to motivate teams and lead change at all levels of the organisation, influencing 360
• Performance management, learning and development
• Experience using ERP systems (e.g. SYSPRO) and engineering data (cycle times, yields etc.)
• Commercial awareness and understanding of contracts
• Highly competent in data management and its application to drive business decision making
• MS Office – 365, Outlook, Excel, PowerPoint, Visio
• Understanding and working knowledge of AS9100 requirements or alternatively IATF 16949 or ISO9001
• Lean – experience and direct delivery of business operation transformation activities

Desirable

• Proficiency in CRM systems
• Experience leading and deploying CRM within a manufacturing environment
• Execution and application of tiered accountability for daily management operating system

Experience Required

• 3-5 years' relevant experience in aerospace manufacturing or equivalent regulated industry

Personal Skills Required
Minimum competencies
The Customer Service Manager is a result driven individual with flexibility in all aspects of their work. A good communicator with all levels of personnel, they are confident leading others in a positive manner to deliver high levels of business performance and customer engagement. Competent at delegation and making key decisions to achieve results, they have excellent organisational awareness and always ensure compliance to regulations and procedures, maintaining the highest standards of safety and operating practice.

Capable to manage their workload independently they demonstrate willingness to adapt and embrace changing business needs, bringing their team and peers along with them. Comfortable as a coach and leader, they are capable in managing conflict and prepared to challenge others to optimise business performance. It is vital that they are both a team leader and team player.

All employees are expected to strive to meet the company values of Our People, Customer Focus, Integrity, Innovation and Quality.
Other Competencies

• Growth mindset
• Engaging and dynamic facilitation, presentation and problem-solving skills
• Tenacious and thorough approach to task execution and delivery
• Leadership direction and emphasis upon application of metrics/KPI to drive decision making
• Coaching, training and leading focused improvement biased teams
• Good understanding and application of change management
• Performance development and management

Behavioural Indicators

• Regularly makes positive contributions that promote and improve working practices and behaviour in others
• Completes tasks to a high standard according to guidelines, policies, procedures
• Has a dynamic approach to work, working flexibly, willingly and in co-operation with others
• Adopts active and positive role in team meetings and shares knowledge and information with team members
• Distinguishes between facts and assumptions and asks questions to clarify understanding
• Works well under time pressure, remains positive, credible and professional – acts as a role model
• Maintains confidentiality, is trustworthy and readily assumes accountability for own actions
• Understands own role and responsibilities as well as the roles and responsibilities of others
• Works effectively with minimal supervision – reviews and evaluates own goals
• Takes the initiative to solve day-to-day problems in own area of work
• Actively listens to new ideas and demonstrates willingness to try out new ideas
• Knows where to go and what questions to ask to access the right information
• Accepts change and is positive in adopting and promoting improved working methods
• Demonstrates awareness of different ways of work; offers workable solutions and embraces suggestions
• Recognises when to ask for advice and when to inform others
• Demonstrates readiness to learn more and develop own performance