Customer Service Manager (Onsite)

Date Posted:

2024-03-20

Country:

United States of America

Location:

HAZ01: Interiors (Evac Sys)-Phoenix 3414 S 5th Street, Phoenix, AZ, 85040 USA

Position Role Type:

Onsite

A Customer Service Manager is responsible for overseeing the daily operations of the Customer Service department which includes adherence to policies and procedures, support with the sales and program management team, handling customer escalations and AOGs, and is responsible for reporting out to leadership on key performance metrics and key strategic objectives. Position sets objectives and goals based on the flow down from the business and guides others on execution/approach for achievement of operational results and is responsible for always ensuring the satisfaction of customers.

Travel is required. This role will lead two Customer Service teams; one in Phoenix, AZ and one in Lake Suzy, FL traveling monthly (approximately 50%) to support each site.

This role is onsite in Phoenix, AZ. Eligible for relocation.

Primary Responsibilities:

• Supervises customer-facing personnel responsible for customer management activities.
• Cultivates the relationship between the customer and the organization; serves as key focal for customer alongside Customer Service team, principally for order management activities
• Consistently models behavior and communication that demonstrates Customer Service excellence and the Collins “Leadership Behavior” model
• Maintains knowledge of the Evac Systems and Life Rafts organization and products to provide appropriate information and support to internal and external customers.
• Confers with internal and external customers by telephone, electronically, or in person to ensure delivery of quality services.
• Creates and revises standard work, workflow, and SIPOCs to drive consistency, accountability, and performance across the Customer Service organization.
• Acquire and maintain access to various customer portals to support order management and performance monitoring.
• May need to support off-hour requests, including on holidays, should Aircraft-On-Ground (AOG) need to be supported, in concert with operations and shipping.
• Maintain access Ensures employees adhere to the organization-wide Customer Service strategy, policies, and procedures concerning customer communication; recommend site-level improvements where appropriate.
• Provides support to internal stakeholders with regard to customer concerns.
• High focus on accounts receivables working in conjunction with finance, program management, and the customer to resolve accounts receivable balances by customer.
• Setting Customer Service goals for team members and providing support in order to reach those goals; creating individual development/improvement plans, maintaining team skills matrices to ensure support redundancy across multiple customer requirements and systems.
• Communicates with parties within and outside of own discipline, often in IPT cadence meetings
• Attending and supporting aerospace standard audits for both internal and external customers.
• Provides primary input to hiring, firing, promotion, performance, and rewards decisions for direct reports.
• Supporting and providing forecast updates to the demand planning team.
• Updating yearly pricing catalogs.
• Analyze statistics and compile accurate reports for cross functional support teams regarding sales pricing, history, and On-Time Delivery (OTD).
• Recruit, mentor and develop Customer Service team and nurture an environment where they can excel through encouragement and empowerment.
• Work with US and India sites planning teams to find best dates and communicate those to customers and get updated purchase orders, negotiating need dates where required.

Qualifications/ Experience Needed:

• Typically requires University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience or in absence of a degree, 12 years of relevant experience
• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position

Preferred Qualifications:

• Demonstrated leadership in a customer-facing environment – true voice of the customer.
• Business communication skills preferred.
• Proficiency with Microsoft Office suite (Outlook, Word, Excel, PowerPoint)
• Proficient in Excel Pivot Tables and Formulas
• ERP experience
• Strong external/internal presentation skills

The salary range for this role is 96,000 USD - 200,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms