Customer Service Leader

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.

Competencies

 Flexible
 An excellent communicator
 Professional
 Ambitious / Driven
 Conscientious
 Works effectively as ‘part of the Company team', communicates
positively at senior levels both internally and externally.
 Demonstrate responsible decision making when balancing
Customer Advocacy & Business needs.
 Has excellent interpersonal, communication, organizational, and
time management skills
 Has a professional and flexible approach
 Ability to effectively problem solve and use initiative



Supervisory Responsibility

Supervise local team of Customer Service and Senior Customer Service Managers (4-8)

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

Travel

10 - 20%