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Customer Service Manager

Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: Gosport, Hampshire
Industry:
Salary: DOE + benefits
Start Date: ASAP
Reference: 895244_1539187789
Contact Name: Francesca Tucker
Contact Email: francesca@electusrecruitment.co.uk
Job Published: October 10, 2018 17:09

Job Description

Our client is a highly regarded provider of maintenance, repair and overhaul services, delivering cost effective, reliable modifications and products for a range of military and civil rotary-wing aircrafts. We are offering you the opportunity to join a dynamic and established team at an exciting time of continued business development and growth.

Working directly with Engineering Managers and other customer service based personnel, you will provide an exemplary level of customer service. You will develop positive relationships with customers and colleagues, and maintain the company's integrity 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 a Customer Service Manager, your main responsibilities will be/include:
*Develop and manage Customer relationships and 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/suggest process improvements with senior managers.
*Prepare and review Customer Summary/Status Reports; liaise with other departments and company-wide personnel as necessary.
*Working with 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, 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.
*Administer and co ordinate the OEM warranty policy.
*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.
*Provide assistance and support to Line Manager.
*Perform all other duties as required to ensure departmental efficiencies.
*Answer incoming calls and provide front line support.
*Comply with all current export controls, TAA/ITAR requirements and ensure compliance is maintained.
*Responsible for the Cycle Zero process.

Successful candidates will have/be:
*Extensive experience of working within either an aerospace environment or similar engineering environment
*Proven experience in Sales, Customer Service or similar related field, building effective working relationships, demonstrating negotiation and persuasion skills and able to resolve Customer issues
*Able to demonstrate strong levels of numeracy.
*Excellent interpersonal, communication and presentation skills, with an articulate and confident delivery style (written and verbal)
*Self-motivated, and able to prioritise and manage own workload
*Gas Turbine Engine technical knowledge would be an advantage.
*Be computer literate and familiar with Windows, Microsoft Word, Excel, and Access databases.
*Full Driving Licence would be required
*Ability to work flexible hours with overtime as dictated by task.
*Willingness to travel within UK and internationally when required.

Customer Service Manager
Location- Gosport
Salary- DOE + competitive benefits

Key Words: Customer Service, Customer Support, Customer Relationships, Issues, Service, Status Report, Administration, Aerospace, Aviation, Aeronautics, Aeronautical, Gas Turbine, Engine,

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 this 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 role is a permanent position.

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