Customer Service Manager (Aerospace) - TEKsystems

Job Summary:

As a Customer Service Manager, you will oversee a team of 7-10 representatives, managing quoting, sales order entry, contract review, RMA, and trade compliance processes. You will foster a positive team dynamic, facilitate communication between customer service and other departments, and act as the first point of escalation for customer-related issues. You will be accountable for department KPIs and targeted service levels.

Key Responsibilities:

• Supervise and manage a team of customer service representatives.
• Oversee quoting, sales order entry, contract review, RMA, and trade compliance processes.
• Foster and maintain a positive team dynamic.
• Facilitate communication and information flow between customer service and other departments.
• Act as the first point of escalation for customer-related issues.
• Monitor and achieve department KPIs and targeted service levels.
• Develop professional relationships with customer contacts and sales representatives.
• Collaborate with outside sales to keep account activities and information up to date.
• Investigate and resolve customer problems to maintain satisfaction.
• Monitor service calls for technical accuracy and adherence to company policies.
• Analyze reports and recommend responses to complaints.
• Review work volume statistics and customer service requests.
• Manage and maintain excellent customer relationships.
• Develop and maintain knowledge of company products and services.

Supervisory Responsibilities:

• Motivate and train customer service and inside sales personnel.
• Direct and evaluate customer service and inside sales support.
• Interview, train, and manage employees.
• Plan, assign, and direct work.
• Appraise and write performance evaluations.
• Reward and discipline employees.
• Document feedback, coach, and mentor team members.
• Address complaints and resolve problems in sales and marketing departments.

Qualifications:

• Bachelor’s degree (B.A.) or equivalent technical training.
• Minimum of five years of sales or customer service experience in manufacturing or industrial distribution.
• Minimum of five years of experience managing a customer service department.
• Proficient with personal computers, word processing programs, and spreadsheets.
• Strong customer service and persuasive sales skills.
• Experience in managing and training individuals.
• Familiarity with ERP systems (Epicor, SAP, etc.).

Preferred Skills:

• Project management.
• Call center experience.
• Excel analysis.

Work Environment:

• Office environment, Monday to Friday, 7 AM - 4 PM (Flexible)

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:

Medical, Dental & Vision

401(k)/Roth

Basic/Supplemental Life & AD&D

Short and long-term disability

HSA & DCFSA

Transportation benefits

Employee Assistance Program

Company Paid Time off or State Sick Leave

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Pay and Benefits

The pay range for this position is $45.00 - $50.00

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Seattle,WA.

Application Deadline

This position will be accepting applications until Dec 11, 2024.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.