Customer Service Supervisor

Customer Service Supervisor

GA Telesis is a global leader providing integrated solutions to the aviation and aerospace industries, with a continuously expanding presence in new countries worldwide. We serve over 2,000 customers, including airlines, original equipment manufacturers, maintenance, repair, and overhaul (MRO) providers. GA Telesis Ecosystem™ is a vast global network spanning 54 locations in 30 countries on six continents. At GA Telesis, our core business is integrated aviation solutions, and our mission is customer success. The Customer Service Supervisor will play a pivotal role in ensuring an outstanding customer experience across all aspects of our award winning team at MRO Services Component Repair Group (CRG). This position requires a strategic thinker, an exceptional communicator, and someone who is passionate about driving customer satisfaction. Reporting to the VP of Component Operations, the ideal candidate will lead a team of Customer Service professionals and collaborate with cross-functional departments to optimize customer interactions and service delivery. This is a full-time onsite position based in Miami, Florida. Important Notice: Eligibility Requirement: Only U.S. Citizens or Permanent Residents will be considered for this position.

Responsibilities:

• Drive initiatives to enhance customer satisfaction, loyalty, and retention.
• Lead, mentor, and motivate a high-performing customer service team.
• Foster a customer-centric culture that emphasizes continuous improvement and excellence.
• Oversee day-to-day customer service operations, ensuring timely and effective resolution of customer inquiries, issues, and requests.
• Implement and optimize customer service processes to improve efficiency and effectiveness.
• Collaborate with sales, marketing, operations, and other departments to ensure a seamless customer experience.
• Provide valuable customer insights to inform product development and business decisions.
• Establish key performance indicators (KPIs) to measure and monitor customer service performance.
• Provide regular reports and analysis to senior management, identifying areas for improvement and innovation.
• Champion the voice of the customer within the organization, advocating for improvements and innovations based on customer feedback.

Qualifications:

• 2+ years of experience in customer service and satisfaction
• Bachelor's degree in Business, Marketing, or a related field. MBA is a plus.
• Proven experience in a leadership role within customer service.
• Strong understanding of MRO services, products, and customer needs.
• Exceptional leadership and communication skills.
• Analytical mindset with the ability to use data to drive decision-making.
• Experience with customer service technologies and tools such as Quantum.
• Commitment to fostering a positive and customer-centric culture.