Line Up Aviation ยท 11 hours ago
Senior Manager of Customer Service & Airline Programs
New Hampshire, OH
Full-time
Onsite
Senior Level
5+ years expLine Up Aviation is a leading FAA-authorized aviation repair and overhaul service provider known for its technical excellence and commitment to quality. The Senior Manager of Customer Service & Airline Programs is responsible for overseeing a customer service team, ensuring customer satisfaction, managing daily logistics, and maintaining service levels for airline program management accounts.
AerospaceEmploymentProfessional ServicesRecruitingStaffing Agency
Hiring Manager
Charlie Fieldwick
Responsibilities
Responsible for the management of the customer service team, including supervision, coaching and mentoring, training and development, and annual performance reviews
Supports the client service team and assigned client base to ensure daily pick-up and delivery schedules are maintained for airline program management accounts, ensuring minimum and maximum inventory levels are consistently met
Ensures production requirements for assigned clients are communicated daily to Production Site Leads
In conjunction with the Director, assigns new customers to specific customer service team members and ensures customer-specific requirements are fully established across our partner's departments
Oversees the customer service team's daily invoicing activities
Develops and maintains strong working relationships with assigned customers and key points of contact at major accounts
Resolves customer issues, escalations, and complaints, involving the Director as required
Supports the client service team and assigned client base by conducting formal analysis for the Sales Team on customer contract requirements and cost metrics, incorporating client feedback to identify improvement opportunities and recommend strategies to enhance the customer experience
Develops and recommends customer service policies and procedures and, once approved by management, ensures consistent implementation across all customer service team members and production sites
Attends and leads weekly meetings, team meetings, and customer-related meetings to drive compliance with customer needs
Works collaboratively with other functions such as Production, Accounting, and Sales to support the financial goals of our client
Acts as a liaison between management and the customer service team
Understands and follows all company standard practices and policies
Performs other duties as assigned
Qualification
Required
Minimum of 5+ years' experience in customer service or a related field
Proven managerial experience
A driven and self-motivated leader with a strong commitment to enhancing customer experience
Highly organised and detail-oriented, with the ability to multitask and manage personnel in remote locations
Comfortable working in fast-paced environments with deadlines and stringent performance requirements
Strong communication skills
Ability to work successfully and collaboratively with others
Preferred
Bachelor's degree in business, communications, or a related field preferred
Proficient in MS Office; ERP system experience preferred
Benefits
Medical, dental, and vision coverage
Short- and long-term disability
Life insurance
Paid time off
Tuition reimbursement
Retirement savings with company match
Company
Line Up Aviation
Line Up Aviation is a recruitment company engaged in providing aviation staffing and recruitment services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase