Aerospace Customer Support Manager (CSM)

1. Summary of the role

The Customer Support Manager (CSM) is responsible for implementing, monitoring, administering and improving customer service procedures and work flows across APAC regions, specific to aerospace customers. They may directly or indirectly lead customer support teams to achieve best in class customer support. They will establish, monitor and report specific KPI's and seek to improve short falls. In addition, the CSM will ensure that customer support staff in all APAC regions are compliant to required procedures and performing to KPI targets.

The CSM is responsible for working with the APAC Aerospace General Manager and local regional management to establish a team that is capable of providing and achieving outstanding customer service.

The CSM is responsible for customer order management of selected customers as well as the aerospace customer order management process in APAC. This includes communication and coordination throughout the entire supply chain to ensure on-time delivery to customers.

The CSM is responsible for supporting customer service, Sales Engineers, Project Engineers and Application Engineers in developing new opportunities and wherever the business needs may be.

The CSM is responsible for assisting in achieving sales and profitability goals.

2. Tasks and Responsibilities

The primary function of the CSM position is to provide the management and coordination of day-to-day operations which support customer delivery as well as the direct or indirect supervision of the customer support team members.

The CSM is also responsible for ensuring outstanding customer service and total customer satisfaction to existing and prospective customers while operating within established procedures. This includes:

. Managing orders from PO receipt to delivery for local customers

. Leading the Customer Support team: Train, teach, coach, monitor, plan and review. Strategize and communicate annual targets.

. Reporting Customer Support team performance & capacity and make recommendations for improvement

. Assist the Aerospace team in scaling to grow, which may include recruitment and retention of Customer Support staff

. Develop and continuously improve the customer support team

. Make recommendations to the Business Process Managers (BPM) to improve internal processes.

. Develop and implement procedures to ensure that customer orders are processed efficiently, correct and on time.

. Assist in monitoring and improving sales growth and profitability

. Answer customer inquiries regarding delivery status

. Quote standard products to customers and follow up on quotations

. Ensure full compliance with all Standard Operating Procedures including Order Management, Quality Procedures, and overall Quality Management Systems

. Develop work instructions for customer specific delivery requirements. Train and cross training staff accordingly.

. Represent the Hub in cross-functional teams to support continuous improvement efforts in operations, quality, supply chain or other.

. Assist the Hub with quality related issues.

. Assist other business support functions in drive improvements

. Proactive communication, analysis and problem solving

. Work with the right sense of urgency: Response times, flexibility and accuracy

. Report monthly, quarterly and annually to the Director on various KPI's and targets

. Assist the Director in management reviews, business reviews and business plans

The CSM position may also include general CSC Tasks when required:

(Please see the CSC Job Descriptions for details)

3. Education and Experience

. 4 to 5 years experience in a customer service position

. Management/Leadership experience

. 4-year degree

. Knowledge of basic business sales and marketing practices

. Knowledge of supply chain processes and practices

. Experience with ERP software systems (JDE preferred)

Other Experience (beneficial but not required):

. Knowledge of aerospace products

. Familiarity with AS9100 quality requirements is beneficial

. Familiarity with technical prints (general comprehension)

4. Competencies

. Ability to lead, manage, and supervise personnel

. Management/Leadership skills

. Proven track record in customer satisfaction

. Strong written and verbal communication skills

. Strong people and relationship building skills

. Customer driven with a positive, professional, can-do attitude

. Strong organizational skills with the ability to multi-task

. Attention to detail and accuracy

. Strong analytical, decision making and problem-solving skills

. General knowledge of financial terminology and calculations

. Proficiency in the use of Microsoft Word, Excel and PowerPoint

. Proficiency in the use of business operational software (Oracle, JDE, SAP)

5. Key Interfaces and Stakeholders

Develop and maintain strong working relationships with:

o Customers

o Customer Support staff

o Application Engineers

o Supply Chain Management group

o Global Aerospace Hubs

o Manufacturing units

6. Geography to cover and travel requirements

. The CSM position administers the APAC region with direct customer management in SE Asia.

. Travel requirements of 10% to 25% per year.

. Travel may include local and international.