Job Description

Job Description

Salary: $80,000.00 - $90,000.00 per year

Summary: The Senior Manager of Customer Service (SMCS) & Airline Program Management plays a crucial role in ensuring customer satisfaction with contracted or ad hoc services performed at one of AeroRepair’s nine production sites. The Senior Manager Customer Service oversees a customer service team and provides direct customer service support to a select client base. The SMCS ensures contracted program inventory and service levels are maintained, daily logistics management, invoicing oversight and customer communication. The Senior Manager of Customer Service & Airline Program Management is also responsible for assisting the customer service

Responsibilities:

·        Responsible for the management of the customer service team, including supervision, coaching and mentoring, training and development and annual performance reviews.

·        Supports client service team/assigned client base, to ensure daily pick-up/delivery schedules are maintained for our airline program management accounts to ensure minimum/maximin inventory levels are always maintained.

·        Ensures client service team/assigned client base production requirements are communicated to Production Sites Leads daily. 

·        In conjunction with Director, assigns new customers to specific customer service team members and ensures customer specific requirements are fully established within AeroRepair various departments

·        Oversee customer service team’s daily invoicing activities.

·        Develop/build strong working relationships with assigned customers and the points of contact personnel at our leading accounts.

·        Resolve customer issues, escalations and complaints, involving Director as required.

·        Supports client service team/assigned client based, conduct formal analysis for the Sales Team, on customer contract requirements and cost metrics ensuring client feedback is incorporated, to identify opportunities for improvement and recommend strategies to enhance customer experience.

·        Develop and recommend customer service policies and procedures and once approved by management, ensure implementation and adoption is consistent by all customer service es team members and at all production sites. 

·        Attend/lead weekly meetings, team meetings, etc. to drive compliance with customer needs.

·        Work collaboratively with other areas for the Company such as Production, Accounting, Sales, etc. to meet the financial goals of the Company.

·        Act as the liaison between management and your team.

·        Understand and follow all company standard practices and policies.

·        Other duties as assigned.

Requirements:

·        At least 5+ years of experience in customer service or related fields.

·        A bachelor’s degree in business, communications or related field is preferred.

·        Must have managerial experience.

·        A driven and self-motivated leader dedicated to enhancing customer experience.

·        Well organized and detail oriented, with the ability to multitask and manage personnel in remote locations.

·        Comfortable working in environments with deadlines and stringent performance requirements.

·        IT experience in MS Office and ERP experience.

·        Effective communicator.

·        Able to work successfully with others.

·        Other duties as assigned.

Benefits: AeroRepair provides an industry leading comprehensive suite of benefits including medical, dental, vision, short and long-term disability, life, paid time off, tuition reimbursement, and retirement savings with company match focused on providing financial stability and physical/emotional well-being throughout the employee’s career.

About AeroRepair:

AeroRepair, Inc. is a rapidly growing FAA authorized aviation repair and overhaul service provider with ten locations throughout North America. Headquartered in Manchester, New Hampshire, AeroRepair was founded over 30 years ago and has become the largest independent wheel and brake repair and overhaul organization in the world. Today, AeroRepair employees are talented and experienced industry leaders committed to providing quality products and services and superior customer services. We offer a competitive salary, market leading benefits, and a culture of continuous improvement and career advancement in the growing Aircraft Maintenance Industry. 

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