Customer Service Manager

Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: Gosport, Hampshire
Salary: Negotiable
Reference: 895618_1550853155
Contact Name: Bradley Baxendale
Contact Email:
Job Published: February 22, 2019 16:32

Job Description

We are currently recruiting proactive and personable professionals with the ability to influence, supported by an exemplary level of customer service, the role holder must be prepared to carry out any reasonable task that delivers this high level of service. A desire to maintain a department culture that focuses on fostering positive relationships with colleagues within their own area and supporting departments without exception is essential, and the role holder will be expected to maintain the integrity of the Company's reputation by assuring the requests of the department are executed in a timely fashion while maintaining the Company's best interest and focused on growth related activities.

As part of your day to day you will actively contribute in other functional areas not directly related to Customer Services i.e. Operations, Engineering, Quality and Material. And feedback where required to other staff members such as engineering, commercial, sales.

As part of your role you will be responsible for:

*Develop and manage Customer relationships, increasing Customer satisfaction, delivering a responsive and effective communication process;
*Identify and investigate further MRO business opportunities with customer base;
*Serve as a focal point for interaction with Customers and take ownership of Customer issues, identifying repeated Customer service problems;
*Communicating delays to the Customer and continually review suggesting process improvements with senior managers;
*Prepare and review Customer Summary/Status Reports; liaise with other departments and company-wide personnel as necessary;
*In conjunction with Sales and other commercially based personnel, prepare and submit cost estimates, invoices, sales orders and other customer analysis as required;
*Monitor, analyse and reassess information on cost estimates and invoices with the Programme Manager and Management Accountant;
*Effectively manage administration related to Customer accounts and booking-in procedures and coordinate with planners to effectively prioritise work input;
*Maintain frequent contact with Customers, documenting progress, coordinate with other shops and OEM representatives to request relevant engine related data as necessary;
*Carry out contract reviews and cost estimate reviews to ensure compliance of contract requirements;
*Accelerate resolution of work stoppages related to Customer supplied documentation, warranty issues and credit holds;
*Drive advance delivery of Customer supplied documentation (log book, log cards, PO's) to support immediate engine function and forecast anticipated shop visits by Customer by engine serial number;
*Identify, manage and mitigate potential commercial risks through action plans;
*Answer incoming calls and provide front line support;
*Comply with all current export controls, TAA/ITAR requirements and ensure compliance is maintained;

You will have the following experience

*Extensive experience of working within either an aerospace environment or similar engineering environment; (e)
*Gas Turbine Engine technical knowledge would be an advantage. (d)
*Familiarity with Windows, Microsoft Word, Excel, and Access databases and be sufficiently IT literate to acquire knowledge of other computer programme software used throughout the engine business. (d)
*Adept at building effective working relationships to benefit Customer needs
*Negotiation and persuasion skills to be able to resolve Customer issues

Title: Customer Service Manager
Pay Rate and Bens: DOE Competitive Benefits
Location: Gosport

Key Skills: Account management Customer Support, Customer Service, Negotiation, Problem Solving, Management, People skills, Engineering

If you are a good match, then please apply with a CV to learn more about this truly fantastic opportunity to work for a market leader who has an enviable reputation.

Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet these criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level

Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days, please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time.

This is a Permanent Role.

Electus Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.

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