MRO Customer Service Supervisor

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• Assist in generating department work instructions and guidelines.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Provide required reports to both internal and external customers.
• Maintained and ensured accuracy of internal reports and records (repair orders, quotations and invoices).
• Follow communication procedures, guidelines and policies of the company
• Ability to multi-task, prioritize, and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• Built and maintained rapport with customers to become a trusted advisor and partner in supplier decisions.
• Inform other departments of order requirements and probably order risk
• Contribute to team effort by accomplishing related results as needed
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team targets (KPI).
• Perform other duties as required by departmental procedure
• Recruit, motivate, retain, develop, and supervise an appropriately skilled team of Customer Service Analysts
• Determines staff hours, number of personnel, and parts and/or equipment required for service inquiry
• To communicate positively, professionally, and promptly with customers and internal functional groups
• Addressing customer queries and complaints in a timely and professional manner  
• Coordinating the day-to-day activities of the department  
• Creates an environment where teamwork, empowerment, and trust are encouraged through coaching, performance measurement and people development to meet the company goals and values
• Drives improvements in service performance, as measured by customer satisfaction, operational measures and productivity, by deploying best practices and ensure appropriate measurement and monitoring is established
• Generates a strong focus on customer retention and development, targeting and measuring team performance on business protection and growth
• Drives continuous improvement in customer service process and standards as measured by Key Performance Indicators
• Establishes and implement continuous process improvement by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered by the service center
• Develops positive relationships with key internal and external customers and suppliers (e.g. sales and marketing, operations, MIS) in order to ensure that customer service targets are achieved
• Ensures proper utilization of resource to optimize productivity and minimize waste.
• Forecasts and manage the operating budget for the area of responsibility
• Contributes to the work of other areas of the Customer Service group to ensure both functional and process goals are achieved
• Addressing customer queries and complaints in a timely and professional manner  
• Coordinating the day-to-day activities of the department  
• Ensuring that the team members adhere to the customer service guidelines and company policies  
• Communicating with customers via phone calls and emails  
• Planning and implementing effective customer service strategies  
• Maintaining a record of all customer data  
• Directing any urgent or sensitive issues to the Customer Service Manager  
• Gathering feedback from customers on the services rendered  
• Preparing weekly, monthly and annual team targets 
• Analyzing customer service reports and suggesting improvements  
• Preparing and assigning daily work schedules to the team members
• Adheres to and participates in all EHS practices and standards across the site, including but not limited to proactive reporting of observed hazards and recommendations to ensure the safety and wellbeing of self and others.

Qualifications

• Bachelor's degree in Business Administration, Business Management, or a related field 
• 3+ years of experience in the Customer Service department as a Customer Service Representative, Customer Service Executive, or a similar role  
• Excellent written and oral communication skills  
• Knowledge of customer service practices and guidelines  
• Good computer skills  
• Displaying a morally right and professional behavior  
• Having strong etiquettes when communicating with clients as well as the team  
• Good time management and organizational skills  
• Ability to handle stressful situations  
• A team player and having the ability to work collaboratively  

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.

The next chapter of our future as an aerospace company is here, and we are excited about what this means for our employees and customers Get onboard the Collins Aerospace Operations team and play a part in managing our innovative products from inception to delivery. The Operations team continues to grow and aims to strengthen the connection of Manufacturing Operations, Supply Chain and Environment, Health & Safety (EH&S) across Collins Aerospace. In this dynamic environment, you will have the opportunity to network across our businesses and functions, all while improving the productivity, quality and efficiency of our operations worldwide.

We make modern flight possible for millions of travelers and our military every second.  Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems, or creating a positive in flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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