Customer Support Manager

2 weeks ago


Finchampstead UK, Wokingham, United Kingdom Arden White 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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