Customer Support Manager

  • Alfreton DE55, UK
  • Full-time

Company Description

Chromalloy is a global supplier of advanced repairs and services for gas turbines used in aviation and land-based applications and repairs.  The company refurbishes and manufactures engine components and designs and manufactures FAA-approved replacement parts for aircraft engines that are certified to meet or exceed the performance, reliability and durability specifications of original equipment manufacturer parts.  In support of land-based vehicles, Chromalloy employs identical engineering disciplines used to produce its FAA-certified parts.  Chromalloy serves commercial, military and industrial turbine engine operators worldwide. 
 

Qualifications

Position Reports To:   General Manager

Direct Reports:            Customer Services

Location:                     CUK (Derbyshire)

 

Summary:   

Coordinate all aspects of customer communications - of a commercial nature - into and out of CUK.  Responsible for improving quote activity and success rates as well as coordinating the customer purchase orders we receive through the contract review process.

 

Primary Accountabilities:

 

·       Key interface with client responsible for workscope progression from order acceptance to invoice/collection in accordance with pre-determined turnaround times.

·       Represent ‘Voice of the Customer’ at all internal meetings.

·       Review formal purchase orders to ensure accurate Purchase order entry and full compliance with customer requirements. Enter change notices and give preliminary notification as required to effect changes to material in process

·       Communicate order progression with Customer on regular basis and engage all internal interfaces to ensure workcopes are progressed in accordance with agreed timescales.

·       Establish, maintain, and manage business relations with the customer.

·       Primary point of contact for all customer commercial enquires.

·       Responsible for the execution of inquiries, quotations, purchase orders and purchase order schedule changes for customers and products

·       Provide business ownership of long-term service agreements and transactional work scopes by delivering financial and operating results for the business

·       Support business development and sales teams for new customer opportunities, including

quotations development, site condition checks, and initial risk identification and analysis.

  • Lead Customer Service Team and be responsible for all aspects of Customer Service within the facility.

·       Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

·       Collect information to provide price and delivery for Requests for Quotation (RFQ) received direct from customers

·       Maintain and track order backlog in coordination with Finance to ensure quarterly forecast targets are achieved

·       Track weekly sales and update the budget tracker accordingly

·       Maintain the sales daily quote log information

·       Attend weekly Sales/Financial meetings and coordinate the closure of open claims and past due invoices

·       Coordinate recovery strategies with the team to ensure achievement of Operational targets

·       Maintain a Purchase Order file on current open orders to provide a quick means of order reference and accessibility to latest order criteria both internal and external

 

Competencies:

1.     Leadership - Strong team building, decision-making and people management skills

2.     Personal efficiency - Ability to create accountability and to lead by example

3.     Interpersonal effectiveness – Build constructive and effective relationships

4.     Analytical and problem-solving skills – Gathering and analyzing complex issues and data. Solving complex problems.

5.     Judgement/ Decision-making – Ability to take tough or unpopular decisions and stand against resistance

6.     Change management – Leading change and continuous improvement

7.     Perseverance – Pursue everything with energy, drive and a need to finish; give up seldom even in the face of resistance or setbacks

8.     Building trust and efficiency – Building an open and transparent high performing culture in the department or division. Handling confidential and highly sensitive information.

 

Minimum Requirements:

 

Education:

·       Bachelor’s Degree or equivalent in business or other commercial discipline

 

Experience:      

·       Minimum 3 years’ experience in a business facing role within aerospace industry

·       Negotiation and business skills with an understanding of project management, finance, qualification and negotiation through to signature

·       Commercially astute

·       Ability to work to deadlines and under pressure

·       Ability to multi-task and prioritise

·       Well established verbal and written communication skills

·       IT literate with strong skills in Excel

Additional Information

All your information will be kept confidential according to EEO guidelines.