Customer Service Manager

SUMMARY

The Customer Service/Quotation Manager is responsible for the overall direction, coordination, and evaluation of the Torrance Customer Service inside sales team. Coordinates global sales projects with the European Quotes Manager, provides feedback and analysis on quotes issued from the Torrance and Montreal locations, supports management vision and initiatives through positive communication and support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned. Reasonable accommodation for disabilities may be made for one or more of the following:

RESPONSIBILITIES:

• Develop timely winning quotation strategies
• Determine RFQ priorities and policies
• Establish Cost and List price matrices to deliver consistent and timely customer quotations
• Develop strong relationships to increase communication and productivity
• Manage existing processes and compliance, follows company internal guidelines
• Ability to manage product line quotations and pricing structure quotes
• Increase conversion rates and sales while proactively streamlining procedures to meet or exceed customer demand.
• Oversee and lead day-to-day Customer Service department operations
• Support the customer service team with challenging customer interactions, positive communication, strong leadership and learning opportunities
• Establish account assignments for Customer Service Representatives
• Support and implement corporate processes, procedures and policies.
• Perform personnel functions including maintaining attendance records, advising employees on company policy, hiring, termination, and performance evaluation.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Engage Customer Service team to embrace Continuous Improvement and Self-Assessment.
• Provide factory activity updates to CSR team
• Adhere to and manage approved department budget.
• Maintain an orderly workflow according to priorities.
• Sets a clear mission and deploys strategies toward the mission.
• Ensure all people placed under their assigned area of responsibility, or all persons who may be affected by equipment or processes placed under their responsibility are complying with the rules and regulations set forth by Federal, Local and State government, and LISI Aerospace policies, procedures and plans.
• All employees are responsible for attending all training provided and for adhering to all HSE procedures, policies, and plans, conforming to reporting requirements, and safe operating procedures at all times.
• All employees are required to bring any known or suspected nonconformance for all company procedures or legal requirements to managements attention immediately.
• Continually seek opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results.

Ways of working, Experience, and Behaviors

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses experience to complement data; understands the work flows and procedures. Strong analytical ability to assume P&L responsibility and address issues such as pricing, price justification, and investment

• Technical Skills Understands and has working knowledge of ISO 9001, AS 9100, NADCAP, Mil-Specs, ITAR, General aircraft construction and aircraft industry trends, Aircraft fasteners industry and Aerospace specifications, metallurgy and metal processing. Able to clearly share expertise and transfer technical knowledge to others; Working in problem solving team environment; Communicates technical knowledge and expertise with customers to instill confidence regarding quality function.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens intently to others and seeks clarification; Provides clear and pleasant responses to inquires regardless of the situation; Presents complex concepts in a simple manner to achieve understanding of benefit plans at all levels of the organization. Demonstrates group presentation skills; Participates in meetings. Must have excellent communication skills and be able to interface with sales, marketing, and engineering and with customers to facilitate and guide technical aspects of sales activities.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Places success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of team members.

• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

• Planning/Organizing - Prioritizes and plans work activities of self and others; Uses time efficiently; Plans for resources in a creative way only adding cost as absolutely necessary; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Must be able to manage multiple tasks and adhere to tight deadlines organizations skills are critical.

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Supervisory Responsibilities

Directly supervises inside Sales functions. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

ESSENTIAL JOB REQUIREMENTS SKILLS AND ABILITIES

Education and/or Experience

• Bachelors degree from a four-year college or university or equivalent combination of education and experience
• Minimum of 5 years' work experience as a Customer Service Manager or Assistant Manager providing customer service support
• Excellent knowledge of Management Methods and Techniques
• Strong Customer Service Orientation and Leadership skills
• Progressive Troubleshooting and Multi-tasking skills
• Must have strong analytical and advanced Excel skills
• Strong quotation experience preferred
• Industry experience, aerospace or aviation, preferred

Language Skills

• Proficiency in English
• Ability to read, analyze, write contracts & agreements and proposals
• Ability to effectively present information and respond to questions from groups of employees, managers, suppliers, and customers.
• Advanced Client Facing and Communication skills.

Mathematical Skills

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to calculate figures and apply concepts of business math.
• Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

Reasoning Ability

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to negotiate contracts & agreements, support and/or lead proposal development and utilize business tool for pricing and ROI analysis

Technical Skills

• Ability to operate standard office equipment such as personal computers, photocopiers, facsimile machines and business telephones.
• Experience using Microsoft Office Suite software (MS-Word, MS-Excel, PowerPoint).

PHYSICAL DEMANDS, WORK ENVIRONMENT, HEALTH AND, SAFETY

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Safety and Environmental

The responsibilities of the position include compliance with company and governmental safety, environmental and hazardous materials regulations and procedures. Employee will be required to wear personal safety equipment such as safety glasses, hearing protection, or proper footwear PPE in specified areas.