Customer Support Manager

1 week ago

Wokingham RG QQ, United Kingdom Airinmar Limited Full time £40,000 - £80,000 per year

Job Overview

We are seeking an experienced Customer Support Manager.

Managing Customer Accounts in-line with contractual commitments and ensuring Program expectations and KPIs are met or exceeded.

Acting as the key interface between Customers and Internal Support Departments ensuring strong and lasting relationships are built and maintained at all levels within both organisations.

The processing of Repair Orders from the point the Repair Order is created by the Customer to the point the Repair Order is closed by the Customer, including AWB Tracking, Status Reporting, Quote Processing, Query Resolution and Supplier Management as agreed with the customer.

Responsibilities

  • Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications.
  • Handle the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner.
  • Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded.
  • Identify areas of poor performance or opportunities for improvement and developing solutions, which when implemented, will resolve these problems.

Customer Performance:

  • Control and manage the Customer Mailbox - responding to all Customer issues and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet Customer's evolving needs.
  • Manage the processing of Customer ROs, Quotes and Queries in line with Customer Defined KPIs.
  • Monitor the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information.
  • Maintain expedited Repair Orders with detailed comments and accurate ship dates to meet customer requirements.

Supplier Performance:

  • Enforce Customer Contractual Terms with Supplier base.
  • Work to improve overall TAT performance and drive down aged orders.
  • Support the resolution to all aspects of Supplier interaction. Identifying threats to service levels, apply Supplier, Customer and internal escalation. Negotiating proposals to resolve and mitigate.

Candidate Profile

  • Experience in process analysis/Continuous Improvement/lean management desirable.
  • Customer Service experience essential.
  • Ability to respond to change quickly and effectively.
  • Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships
  • Good communicator and strong interpersonal skills.
  • Strong initiative and ability to provide creative solutions to problems.
  • Good practical problem solving skills and the ability to make decisions when required or appropriate.
  • Strong time management and organisational skills and ability to co-ordinate workload under pressure

No Agencies

Job Types: Full-time, Permanent

Work authorisation:

  • United Kingdom (required)

Work Location: In person

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