Customer Service Manager

Silver Wings Aerospace located in Princeton, Florida is currently seeking an experienced Customer Service Manager to join our team.

The Customer Service Manager is responsible for managing customer service representative and account managers to ensure goals are met and performance evaluated. Manage customer phone calls / emails -- supply quotes for customers on parts in shop, coming in and quoting new work. Update price list with repair cost and work performed -- work with engineering on new DER repairs being written -- quote repair steps and process customer approval.

Essential Duties And Responsibilities:

• Manage Customer Service team.
• Maintain accurate records of repair activities, prepare reports, and communicate repair status to customers, internal teams, and management.
• Continuously evaluate and refine repair processes to enhance efficiency, reduce turnaround times, and improve overall customer satisfaction.
• Review and manage quotation of work scopes, and materials, including TAT estimates.
• Coordinate with customers, shop technicians, Quality, and Engineering on customer warranty claims, repair capabilities/feasibility, and new repair development.
• Review, trend, and perform corrective measures with respect to customer satisfaction.
• Review and analyze current pricing with market/material trends.
• Communicate with customer(s), on information requests, new business solicitations or in resolutions of issues as needed.
• Ensures customer profiles, customers shipping addresses and methods are maintained in Quantum.
• Additional responsibilities as assigned by management.

Other Knowledge, Skills, And Abilities:

• Must have excellent communication skills and the ability to communicate clearly in English both verbally and written.
• Strong knowledge of aerospace components, materials, and repair processes.
• Knowledge of aviation regulations and safety standards.
• Strong knowledge of aerospace components, materials and repair processes.
• Knowledge of aviation regulations and safety standards.
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
• Must have computer skills including Windows, MS Word and MS Excel, MS Teams.
• Strong communication skills and interpersonal skills for effective customer interaction.
• Should be able to read blueprints and comprehend processes in CMM.
• Excellent leadership, team management skills, problem-solving and decision-making abilities.
• Detail oriented with commitment to quality and safety.

Qualifications

Education / Experience Requirements:

• Must have H. S. Diploma or GED.
• Minimum of 5 years aerospace repair and maintenance operation.
• Minimum of 3 years Quantum shop control experience.

Other Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands And Work Environment:

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.

• Is occasionally required to stand; walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and lift up to 20 pounds.
• Is regularly required to sit and use hands to finger, handle, or feel.
• Is frequently required to talk or listen.
• Works in moderate noise levels.
• Travel requirements 10%.