Customer Service Director

4 weeks ago


Cincinnati, Ohio, United States StandardAero Full time
Job Description

StandardAero is seeking a dynamic and experienced Director of Customer Service to lead and oversee the strategic planning, execution, and optimization of our Customer Service function.

Key Responsibilities
  • Develop and implement effective customer service strategies, processes, and policies to ensure the highest level of customer satisfaction.
  • Provide visionary leadership, mentorship, and guidance to a diverse team of customer service representatives on meeting targets for turn time, invoicing, and other performance measures.
  • Foster strong partnerships and collaboration with senior leaders, including Sales, Finance, Operations, Supply Chain, Quality, Engineering, to align operational efforts and drive holistic business success.
  • Analyze customer feedback and data to identify areas for improvement and innovation.
  • Handle escalated customer issues and complaints, providing solutions in a timely manner.
  • Develop and maintain business relationships with customers, overseeing and participating in customer-related visits and functions.
  • Manage Trade Working Capital (TWC) by continually reducing shipped-not-invoiced and aged work-in-progress measures of performance.
  • Act as a liaison between customers and operations regarding contractual requirements, status of work, pricing, scheduling, shipping, settlement of customer complaints, and reviewing & coordinating all contract work for the business to ensure adherence to the contract.
Requirements
  • Bachelor's degree in Business Administration, or a related field; MBA or advanced degree preferred.
  • Previous MRO experience preferred.
  • Proven experience in a senior customer service role, with at least 10-12 years of progressive leadership experience.
  • Strong strategic thinking, problem-solving, and decision-making skills.
  • Excellent interpersonal, communication, and team-building abilities.
  • Experience in a fast-paced, dynamic industry is highly desirable.
  • Strong analytical skills with the ability to use data to drive insights and decisions.
Benefits
  • Comprehensive Healthcare.
  • 401(k) with 100% company match; up to 5% vested.
  • Paid Time Off starting on day one.
  • Bonus opportunities.
  • Health- & Dependent Care Flexible Spending Accounts.
  • Short- & Long-Term Disability.
  • Life & AD&D Insurance.
  • Learning & Training opportunities.

At StandardAero, we offer a supportive environment that celebrates diversity and promotes inclusivity. We invite you to bring your authentic self to our team and experience our welcoming culture.



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