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Posted: 73 days ago   Expired

Customer Support Manager

Salary: £0

Location: Kidlington

Job type: Permanent

Category: Management

Air Personnel are delighted to support their client in Oxfordshire for a Customer Support Manager Description/Overall purpose of the Job As part of the Front Office Team, act as the primary focal point for MRO customers. Proactive management of assigned client base. Proactive support to the front office tandem Sales Managers and CSM lead in relation to sales/maintenance of aircraft and general customer support topics. Management of all customer queries complaints in CRM database (Siebel/Salesforce). Management of Customer Satisfaction surveys of assigned client base The main responsibilities of the post holder will be: * Primary point of contact for assigned customer base acting as the focal point for the customer. * Proactive coordination of customer initiated requests, in relation to technical/ general queries spares management, modifications, unserviceability’s etc. * Proactively manage customer query/complaints in CRM SIEBEL/Salesforce. * Work in close liaison with the Maintenance planning team / customer in definition of work scopes and maintenance input dates. * Ensure completion of customer order form (COF) for distribution to the customer. * Completion of Aircraft Induction procedure. * Proactive engagement with Maintenance Supervisors and Crew chiefs to understand aircraft status as it progresses through the Maintenance Intervention including management of material requisitions. * Provision of daily reports to customers during maintenance interventions ensuring customers are appraised of inspection progress and emergent work identified as a result of the maintenance activity undertaken (VP MRO and MOM to be included in all updates reported) * Perform Post Maintenance Customer acceptance checks with customer or the customer’s representative prior to aircraft departure. (Signed customer order form to be sent to the customer or customer’s representative in his/her absence) * Completion of Customer Satisfaction survey as part of customer acceptance protocol * Comprehensive understanding of contract terms and conditions of assigned client base * Review invoices prior to distribution to customer – including review with customer when relevant * Ensure compliance with all company processes and procedures that are developed in support of the role * Any other such reasonable tasks as requested by VP MRO The post holder would ideally have the following Knowledge and Skills: Exceptional communication skills and the ability to communicate and present appropriately at all levels of the organisation and to customers through written and verbal methods. Comprehensive knowledge of Customer Relationship Management (CRM) applications and there daily usage e.g. SIEBEL/Salesforce Proficient user of MS office/G Suite packages, and software applications in general Proficient knowledge of business administration relating to contract and commercial practice. We require the post holder to have the following Education, Qualifications or special training: Degree qualified (undefined discipline) Customer Relationship Management training Human factors training undertaken The post holder should have the following experience: Minimum 5 years’ experience in a customer facing role. Previous experience in a technical support role (undefined discipline) Proven ability in developing strong customer relationships Proven ability in implementing recovery actions to resolve customer issues, preserving customer confidence in company’s capability in regards to service delivery. Previous experience in commercial /contract management activity. Key performance indicators: OTR,OTD, TAT’s in relation to maintenance activity SIEBEL/Salesforce Query/Complaint Closure Rate Customer Satisfaction Return Rate Other requirements: Methodical complemented by attention to detail. Ability to prioritise workload and work under pressure. Flexible work ethic with focus on management and delivery of customer expectations. Self-motivated with a pro-active approach to achieving set objectives. Ability to recognise potential issues and apply remedial action before they raise customer concerns or affect aircraft operational requirements. Proactive engagement with internal business units encouraging positive work ethic in support of the end customer. Remain calm in the face of adversity (Customer dissatisfaction). Please note this vacancy will close on 9th April 2021. After this date the applications will then be reviewed, Feedback will be given and Interviews will be arranged. This is a fantastic opportunity to join a wonderful company who offers good salaries and fantastic benefits Please call Michelle or email your CV


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