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Customer Service Manager
3 weeks ago
**Description**
As a Customer Service Manager, you will mentor and coach our service staff to deliver outstanding customer service. This role will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records, and communicate promotional offers to customers.
**Key Responsibilities**:
**Team Management**:
- Manage the team to ensure all work are properly handled in a timely manner
- Coordinate with department heads to ensure important metrics are met
- Provide resolutions on matters that are called out to be resolved
- Review on process and identify potential work stoppage
- Implementation of new work process for better efficiency and productivity
- Conduct regular meetings with departments and inter-companies (deliveries, stock inventories, drop shipment schedules, etc.) to ensure customers’ requirements are met
**Customer Management**:
- Maintain and build good working relationship with customers
- Follow up on sales enquires and provide sales quotation while managing customer orders and providing updates on deliveries
- Handle complaints and work with the relevant departments to resolve or provide solution on the complaints
- Expedite all AOG orders
- Administrating payment status or credit notes with customers
**Sales Management**:
- Identify new business opportunities
- Develop profitable business with new and existing customers
- Manage and improve in house sales process
- Supervise and lead sales to ensure designated sales targets are achieved
- Support sales expansion activities, trade shows and introduce new products to customers
**Export Control Compliance (ECC)**:
- Identify potential ECC violations
- Follow up with ECC required documents for order processing with customers
- Perform screening for new customers to ensure that there are no red flags
- Review all red flags or potential violations with customer service team
- Ensure proper documentations are kept that is in compliance to ECC policies
- Conduct functional training to relevant employees on the latest requirements of ECC
**Qualifications**:
- 3 to 5 years in the aviation industry
- Good interpersonal and communication skills.
- The incumbent will possess high levels of energy, initiative and is a great teammate.
**About us**:
**PPG: WE PROTECT AND BEAUTIFY THE WORLD**
**The PPG Way**
Every single day at PPG:
**We partner with customers to create mutual value.**
We are insightful, dedicated and proactive. We have intimate knowledge of the market and our customers. We focus on practical solutions that make a difference.
**We are “One PPG” to the world.**
We are better and stronger together. We leverage our scale to reach new markets and introduce innovative technologies as we differentiate and disrupt our markets.
**We trust our people every day, in every way.**
We enable and empower our people to make the right decisions. We are inclusive, transparent and respectful. Our feedback is clear and actionable.
**We make it happen.**
We have a passion for winning. We achieve. We deliver with discipline and integrity. We bring our best energy to our work. We decide and act intelligently and quickly.
**We run it like we own it.**
We respect one another by being responsible and accountable. We always act in the best interest of our company, customers, shareholders and our communities.
**We do better today than yesterday - everyday.**
We continuously learn. We develop our people to grow our businesses.
**PPG Way: (Click here to learn more about the PPG Way)**
Benefits will be discussed with you by your recruiter during the hiring process.
