Customer Service Sr. Manager (Aerospace Manufacturing: Commercial & Defense)
Customer Service Sr. Manager (Aerospace Manufacturing: Commercial & Defense)
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Job Description
TAT Technologies in Tulsa OK is a fast-growing aerospace thermal management OEM and repair service provider. With a global presence and a reputation for customer intimacy and differentiated service offerings TAT- Tulsa serves leading players in the aerospace industry including airlines OEMs MROs air forces and defense organizations.
We have an ambitious and fast-growing environment that believes in the power of team collaboration and the deep-rooted belief that personal relationships and interactions cannot be substituted. We offer a flexible work environment that enables talented individuals to fulfill their development goals through drive energy and passion for the customer. This position works within a matrixed organization with responsibility to the TAT-Tulsa site general manager in Tulsa but it also works directly with the Director of Customer Service Excellence and other Group leaders in Charlotte NC.
Requirements
We are seeking a dynamic results-oriented Senior Manager of Customer Service to lead and optimize our customer support operations. The ideal candidate will have a proven track record in customer service leadership strategic thinking and team development. This role is crucial for ensuring an exceptional customer experience across all touchpoints and leading a team of customer service professionals to meet and exceed service targets.
As Senior Manager of Customer Service you will be responsible for overseeing the day-to-day operations of the customer service department managing team performance developing strategies to improve customer satisfaction and collaborating with other departments to resolve complex issues. You will also be expected to drive initiatives for continuous improvement and help build a customer-centric culture within the organization.
Key Responsibilities:
- Leadership & Team Management:
- Lead mentor and develop a team of customer service supervisors and representatives to ensure high performance engagement and professional growth.
- Create a positive results-driven culture fostering open communication and collaboration across the team.
- Monitor team performance and provide coaching feedback and performance reviews to achieve KPIs and service level agreements (SLAs).
- Customer Service Strategy:
- Develop and implement strategies for improving customer satisfaction and loyalty including feedback loops resolution protocols and customer advocacy programs.
- Be the Voice of the Customer to operational leaders
- Identify trends emerging customer issues and potential areas for operational improvement.
- Collaborate with the leadership team to align customer service objectives with overall company goals.
- Align the team to the TAT CARE culture.
- Operational Excellence:
- Ensure that the customer service department meets or exceeds established performance metrics such as first response time resolution time and customer satisfaction scores.
- Monitor and manage daily operations including call volume staffing levels and workload distribution to ensure efficient service delivery.
- Leverage technology and automation tools to improve service efficiency and streamline customer interactions.
- Accountable for ensuring full regulatory compliance and legal requirements are consistently adhered to. Identification of any potential risk issues
- Continuous Improvement:
- Drive initiatives to improve customer service processes policies and procedures based on customer feedback data analysis and industry best practices.
- Champion the adoption of new tools and technologies that enhance the customer experience.
- Proactively identify and address areas of concern or improvement within the customer service team.
- Cross-Department Collaboration:
- Work closely with Sales Marketing Product and other departments to address customer feedback product issues and service improvements.
- Coordinate with the training and quality assurance teams to ensure staff is equipped with the right knowledge and tools to succeed.
- Reporting & Analysis:
- Regularly analyze and report on key customer service metrics trends and performance to leadership.
- Use data-driven insights to inform decision-making and highlight areas for operational improvements.
Key Challenges
- Working in an international multi-culture environment.
- Developing and implement infrastructure data basis and Standard operating procedures.
- Developing the team and mindset of proactive account management and to lead a cultural change to become an organization known for providing exceptional customer service.
- Working in matrix organization to create synergies and alignment between excellence in service approach to the companies procedures.
- Creating sustainable work methodologies and execute standard operating procedures.
Professional Experience/ Qualifications
- 5 years of experience in managing the Operational Customer Service Department at a Manager or Director level
- Sales Force Experience preferred
- Extensive experience in managing operational customer service departments at a Manager or Director level
- Experience within Aerospace industry is preferred
- Customer Account Management is a must
- Experience within MRO service industry preferred
- Experience hiring and building a team; established a track record of exceeding targets KPIs etc.
- Demonstrate ability to motivate and communicate with others at all levels
- Able to adapt and succeed in a changing of culture and behaviors
- Comfortable working within a matrix organization
- On site position will not entertain request for remote or hybrid work
- PMP a plus but not a requirement
- Is able to pass pre-hire and ongoing random drug testing as required as a Department of Transportation (DOT) facility regulated by the Federal Aviation Administration (FAA)
- Is able to pass pre-hire background check screening requirements
Benefits
TAT Technologies is dedicated to providing an inclusive fun and unique workplace. We believe in acknowledging and appreciating the value of our team members. One way we value our team is by providing a comprehensive and expansive benefits offering to include Major Medical Dental Vision Life 401K with company match Short Term Disability (STD) Long-Term Disability (LTD) accidental coverages Employee Assistance Programs (EAP) and more. Insurance carriers vary based on location.
Equal Employment Opportunities (EEO) TAT Technologies is committed to maintaining a supportive healthy and productive work environment free from discrimination harassment or bullying and complying with all legislative requirements. This includes equal employment opportunities to all employees and applicants for employment without regard to race color religion gender sexual orientation gender identity national origin age disability genetic information marital status amnesty or status as a covered veteran.
Required Experience:
Manager
Employment Type
Full-Time
