Director of Customer Service

2 weeks ago

Grand Prairie, United States Optima Aero Full time

TITLE

:

Director of Customer Services/Sales REPORTS TO :

General Manager CATEGORY :

Professional STATUS:

Full time Job description Reporting to the General Manager, the Director of Customer Services is responsible for

establishing and maintaining

a

tangible department culture

that focuses

on fostering positive

relationships

with customers and supporting departments.

Understanding

and

relaying financial and

technical

information to the

customer (internal and external). Responsibilities •

Follow

company procedures

in

establishing new Customer accounts. •

Maintain and establish a trusting

relationship

between Optima Aero and the Customer. •

Provide supporting departments with accurate and timely

inf

o

rmati

on

. •

Provide others within the department

w

ith

guidance and direction as

required t

o

ensure customer expectations and requirements are met efficiently. •

Ensure

all customer requests are complied with in a timely and professional manner. •

Provide

financial

and technical guidance and assistance to Customers as requested. •

Review

and approve all invoices - provide explanation and guidance to our customer base. •

Prepare estimates on repair or overhaul, including detailed letter writing, providing customer valuable information and possible options. •

Review

and approve summary condition reports, if applicable. •

Negotiate, manage, record, and track commercial gestures and discount with the customer in accordance with Optima Aero USA requirements. •

Maintain and report Customer Metrics (sales forecast, rolling forecast, TAT to quote, …) on a weekly basis in conjunction with Director of Maintenance and the General Manager. •

Coordinate and oversee

technical

support efforts and Customer relations. •

Provide

a focal point

for the liaison

between

the

customer and relevant Company departments. •

Maintain the

integrity

of the Company's reputation by assuring

the requests

of

the Customer

are executed

in

a timely fashion while maintaining

the

Company's best

interests

and financial

goals

. •

Establish

work scope based on customer request

as

well as shop suggestions and recommendations. •

Work with the Director of Maintenance and Quality Department to ensure on time delivery to meet customer expectations and monitor repair TAT for all assets in WIP. •

Maintain customer fleet/data in the CRM. •

Make sound decisions

regarding

serviceable vs. new parts at installation. •

Support other departmental duties

as

required. •

Plan inductions in accordance with customer demands and communicate accordingly to DOM and Quality Manager to ensure proper capacity and planning. Qualifications •

Minimum of 4 years' experience in aerospace industry on Helicopters. •

Minimum of 2 years’ experience in Customer support, Sales and related fields. •

Excellent interpersonal

communication skills. •

Profici

en

t

wi

th

the use and operation of computers and basic software. •

Ability

to

work

fle

x

ible hours

with additional time as required. •

Familiarity

wi

th

basic

account

ing

techniques. •

Must have a

bas

ic

kno

w

ledge

of

OEM warranty and commercial support programs that may be available

to

the operator,

i

f

applicable. •

Familiar with Lean Six Sigma- process and procedures •

Have

a basic understanding of warranty information, accounting computations and

invoicing. •

Must be self-motivated. •

Organizational

and administrat

i

ve

skills. •

Must be able to read and write English. •

Must be able to travel as required. •

Must have the legal right to work in the United States. •

Experience working with main ERP systems (AvSight preferred)

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