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AeroRepair Corp · 4 months ago

Senior Customer Service Program Manager

Londonderry, NH

Full-time

Onsite

Senior Level

$80K/yr - $90K/yr

5+ years exp

AeroRepair Corp is a rapidly growing FAA authorized aviation repair and overhaul service provider with a commitment to quality products and services. The Senior Customer Service Program Manager oversees the customer service team, ensuring customer satisfaction and effective communication while managing logistics and invoicing for assigned clients.

Air Transportation

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 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