Customer Service Manager, Aerospace

Customer Service Manager, AerospaceLocation: Falconer, NySalary Range: $123,000.00 to $139,000.00About SKF: SKF, reducing friction since 1907, re-imagining rotation for a better tomorrow!SKF is an industry-leading manufacturer that has been a cornerstone in industrial life. Wherever there are machines or products in motion, SKF bearings are there to reduce friction. SKF drives the industries that support our way of life, powers the machines that put food on the table, and even helps explore the cosmos.Sustainability is at the heart of everything we do. SKF is on pace to decarbonize all its production facilities by 2030.We’re guided by our SKF values. Collaboration is critical to the success of our colleagues, partners, and customers. Curiosity and Courage provide a foundation for innovation and advancement. And we do this work out of Care for our people, customers, communities, and the planet.We’re a company committed to a culture of belonging, where all our people are encouraged to be themselves and grow their careers in an equitable environment.Learn about SKF at .Summary:This critical role will develop the team and implement a customer service strategy, fully aligned with our customers’ needs while delivering superior customer experience. This position will be responsible for improving customer experience by incorporating new techniques and technologies into the daily activities of both the customer and the customer service team.Key Responsibilities:Supervising day-to-day operations in the customer service departmentFoster a culture of openness, empowerment, ownership and accountabilityHandling escalations, addressing complaints and improving satisfactionSupport and drive company transformationReview and support Accounts Receivable resolution and paymentUnderstand the operational objectives of the assigned account baseContinually drive improvements, aligned with our customers’ expectations, that facilitate ease of doing business with SKFProvide clear and direct input to support resources (recruiting, mentoring, coaching, etc.) to ensure development and alignment of team members’ needs and customers’ requirementsReview and monitor orderbook to identify and manage critical escalations and forecast orders to ensure meeting customer deliveries.Drive finished goods monthly shipments by holding weekly meetings with appropriate team members to identify, prioritize and resolve blocksReview, monitor and drive the purchase order review process. Review with department Managers and measure against KPIs.Handling and resolving customer complaints and returned goods, while analyzing root cause and proposing preventive actions.Demonstrated ability to think strategically while implementing operationallyTake an innovative approach to ensure customer service meets the needs of SKF and the customer, leading them to the goal of delivering the highest level of Customer Experience possible.Identify areas of opportunities and develop project plans to increase overall efficiency.Participate in team meetings where you will need to solicit new ideas, provide feedback, coaching and identify opportunities for development and operational improvement.Managing Customer Service at multiple sites (Falconer NY and Muskegon MI)Qualifications/ Requirements:Bachelor’s degree preferred in Business or related field of studyMinimum 5 years of experience in a leadership role with a solid track record of team building, lead and motivate a team.2 + years of Customer Service experience, preferably in a customer-facing roleSolid foundation and values of Customer Service principlesDemonstrated ability to “think outside of the box” while challenging conventional thinkingProven track record of proactive, continuous improvement and analytical skills to evaluate customer needs and improve processes.Skilled in Microsoft Office suiteStrong organizational skills and ability to multi-task in fast-paced environment are a must.Excellent verbal & written communication skills. Ability to effectively communicate with internal & external customersAbility to travel as neededWhat You’ll Love About SKF:Rest and Relaxation. Enjoy a generous PTO policy and 13 paid holidays.Work/Life Integration. SKF supports work/life integration, home, family, community, personal well-being and health. Diversity in the Workplace.  At SKF, we strive to embed Diversity, Equity and Inclusion in everything we do. By developing a culture of belonging, our people can flourish; leading to an inclusive, equitable environment that promotes leadership, engagement and innovation.Best in Class Benefits. SKF cares about the wellbeing of our employees. Comprehensive healthcare options to fit your needs and opt out payment. Added benefits include company paid life insurance, STD, LTD. Supplemental benefits include critical illness coverage, tuition reimbursement, employee discount programs, and much more!Bonus. SKF offers STVS (Short Term Variable Salary) or Sales Incentive based on company performance and at the discretion of management.Invest in your Future. Participate in our 401K program that boasts a 10% employer contribution: 100% match up to 5% of your elected contribution (100% Vested) plus an additional 5% company contribution.