Customer Service Leader

Company: Safran Group
Location: Grand Prairie
Posted on: March 16, 2023

Job Description:

Summary/Objective

Act as the Customer Service Leader for the Americas. Provide effective support and direction to the regions Customer Service Managers and Customers. Continually strive to improve service excellence by pro-actively developing relationships and delivering a professional service.

Essential Functions/Responsibilities

Interacts with customers at a management level.

Ensures Customer Service Managers are correctly trained and follow relevant business practices and procedures.

Mentors and develops the customer service team to include but not limited to yearly reviews and training plans. Encourage and energise the team to constantly delivery the best in Customer Service.

Monitors KEY KPI's (e.g. Customer Service Level) and lead resultant actions.

Lead/Support key business projects and CAM team to drive improvement and excellence.

Provides customer advocacy and present customer needs to help guide company policy and direction.

Coordinates regional teams reporting, goals, and objectives.

Reviews all customer concerns and requests to return material.

Develops relationships and a pro-active approach with customers, understanding their requirements.

Initial point of escalation for customer concerns and questions.

Offers support for operational changes and gives feedback on the impact of change to management.

Ensures that service to the customer is always of the highest standard and quality.

Supports all day-to-day material requests, from the point of Quote to Sale and Remittance.

Oversees and reports on all contract performance data.

Update VP of Customer Solutions on region activities, working with customer service team to raise key issues and recommend solutions.

Partner with Regional Sales lead to develop tactics and actions required to support implementation of business strategy.

Manages cross functional relationships with other departments within CFMM.

RRequired Education and Experience

Bachelor's degree from an accredited university or college & at least

5 additional years of customer/contract management experience

Or

at least 10 + years of customer/contract management experience

Preferred Education and Experience

5 + years' experience in the aviation industry

Six Sigma training

Additional Eligibility Requirements

Ability to develop, manage, and maintain customer accounts

Computer literate

Keywords: Safran Group, Grand Prairie , Customer Service Leader, Other , Grand Prairie, Texas