Position Overview:
We are seeking a dynamic and experienced Customer Service Manager to lead and elevate our customer service operations in the Dallas Ft Worth area. The successful candidate will play a pivotal role in ensuring exceptional customer experiences, managing a team of customer service representatives, and driving operational excellence. The role requires a deep understanding of Salesforce and preferably Quantum ERP systems, as well as a proven track record of achieving results in a fast-paced and customer-centric environment.
Key Responsibilities:
- Lead, mentor, and inspire a team of customer service representatives to achieve performance targets and deliver outstanding customer satisfaction.
- Oversee day-to-day customer service operations, ensuring efficient handling of inquiries, orders, and issue resolution.
- Collaborate with cross-functional teams to optimize processes and enhance the overall customer journey.
- Utilize Salesforce and Quantum ERP systems to manage customer interactions, track orders, and monitor service levels.
- Develop and implement strategies to improve customer engagement, loyalty, and retention.
- Analyze performance metrics and generate reports to assess team and individual performance, identify trends, and implement continuous improvement initiatives.
- Gathering and analyzing customer feedback to identify trends and areas for improvement. At times, presenting insights to senior management.
- Act as a point of escalation for complex customer issues, providing timely and effective solutions.
- Foster a culture of excellence, professionalism, and teamwork within the customer service department.
- Maintaining positive relationships with key customers and building loyalty.
Qualifications:
- Bachelor’s degree in Business, Management, or a related field, or 5-8 years of experience in lieu of degree.
- Proven experience in customer service management, ideally within the aviation or aerospace industry
- Proficiency in Salesforce and preferably Quantum ERP systems.
- Strong leadership and team management skills, with a history of motivating and developing high-performing teams.
- Exceptional organizational and time-management abilities, with a focus on driving results and meeting deadlines.
- Excellent communication and interpersonal skills, with the ability to collaborate across departments and engage effectively with customers.
- Analytical mindset, capable of using data-driven insights to optimize processes and enhance performance.
- Adaptability to a fast-paced and evolving industry landscape.
- Motivated, highly organized and detail-oriented.
- General understanding of customer payment terms and accounts receivables.
- Demonstrated problem-solving skills, project management, and a customer-centric approach.
- Previous experience with Bombardier platforms or Business Aviation platforms is a plus.