Customer Service Director
El Monte, CA El Monte, CA Full-time Full-time $169,464 - $199,999 a year $169,464 - $199,999 a year Reporting to the Vice President of Sales, the Customer Service Director will lead the Customer Service departments at multiple sites while working closely with the sales team to meet or exceed the profitable revenue growth targets.
The successful candidate will lead by example, taking a hands-on approach to learn the products, business, customers and processes.
By developing a deep understanding of how and why the business functions today, the candidate needs to be capable of proposing and leading changes to enable the business to stay ahead of known and unknown growth across our customers and product offerings.
The position provides essential support to the sales team and will include direct customer interactions.
The position takes a lead role to interface and coordinate with internal organizations (e.
g.
, operations, production control, estimating, quality, finance, shipping, marketing, sales, account receivables and other departments) to ensure customer expectations are met.
Responsibilities:
Utilize industry best practices to develop the existing team while proactively support recruitment efforts to develop a world-class organization.
Leverage existing ERP systems (SAP, Visual Manufacturing) with Integrated Business Planning, Salesforce and other tools to optimize workflow, processes and procedures.
Must become an expert on existing processes and procedures.
Manage and where practical, improve the quote to cash process, including RFI, RFQ and RFP , follow up, customer change requests, order fulfilment and collections, as necessary.
Must be able to promptly handle escalated complaint resolution.
Work directly with customers and through team leadership to establish requirements and coordinate with internal organizations to define product configurations, manage proposals responses and bid packages.
Using Salesforce for the quotation process to proactively support regionally based sales managers while coordinating with cross-functional teams at the divisions and/or corporate sites in pursuit of business with revenues from existing and innovative new technologies.
Establish multi-level, multi-discipline relationships with relevant industry contacts including decision makers, influencers and others who can contribute to awarding profitable revenue opportunities and assist in resolving any customer satisfaction concerns.
Lead activities necessary to achieve customer satisfaction while resolving escalated issues.
Must be able to individually and direct department personnel to strictly follow process and defined workflows and procedures.
Provide management support for strategic activities, as necessary.
Ensure customers are properly informed of all products and services available to maximize revenue opportunities.
Negotiate fees for expedites and non-standard requests.
Negotiate concessions to resolve discrepancies and complaints.
Negotiate lead time, quantity and other adjustments that balance customer and company needs.
Provide other support to the corporation and divisions, as required.
Bachelor's degree, business administration preferred; Master's degree or MBA preferred.
10 years relevant aerospace sales experience, composites industry experience preferred.
Must have prior experience direct management experience for customer service and/or inside sales organizations with prior individual experience in customer service and/or inside sales responsibilities.
Preference for aerospace experience working for a US-based aerospace products manufacturer, composites preferred.
Must have persuasive oral communication skills, be fluent in written and spoken English; excellent business writing skills required.
Must have strong mathematical skills, able to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to comprehend three-dimensional objects in terms of area, volumes and square footage.
Ability to understand contracts and agreements.
Must have working knowledge of SAP and experience with CRM tools, preferably Salesforce.
Must have excellent computer skills including MS Office suite and SharePoint.
Understanding of industry, key customer and government specification and procedures.
Project and time management skills to manage multiple activities ranging from short term transactions to long lifecycle of engineered solutions.
Self-motivated, quick learner, comfortable working independently with minimal supervision.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
The successful candidate will lead by example, taking a hands-on approach to learn the products, business, customers and processes.
By developing a deep understanding of how and why the business functions today, the candidate needs to be capable of proposing and leading changes to enable the business to stay ahead of known and unknown growth across our customers and product offerings.
The position provides essential support to the sales team and will include direct customer interactions.
The position takes a lead role to interface and coordinate with internal organizations (e.
g.
, operations, production control, estimating, quality, finance, shipping, marketing, sales, account receivables and other departments) to ensure customer expectations are met.
Responsibilities:
Utilize industry best practices to develop the existing team while proactively support recruitment efforts to develop a world-class organization.
Leverage existing ERP systems (SAP, Visual Manufacturing) with Integrated Business Planning, Salesforce and other tools to optimize workflow, processes and procedures.
Must become an expert on existing processes and procedures.
Manage and where practical, improve the quote to cash process, including RFI, RFQ and RFP , follow up, customer change requests, order fulfilment and collections, as necessary.
Must be able to promptly handle escalated complaint resolution.
Work directly with customers and through team leadership to establish requirements and coordinate with internal organizations to define product configurations, manage proposals responses and bid packages.
Using Salesforce for the quotation process to proactively support regionally based sales managers while coordinating with cross-functional teams at the divisions and/or corporate sites in pursuit of business with revenues from existing and innovative new technologies.
Establish multi-level, multi-discipline relationships with relevant industry contacts including decision makers, influencers and others who can contribute to awarding profitable revenue opportunities and assist in resolving any customer satisfaction concerns.
Lead activities necessary to achieve customer satisfaction while resolving escalated issues.
Must be able to individually and direct department personnel to strictly follow process and defined workflows and procedures.
Provide management support for strategic activities, as necessary.
Ensure customers are properly informed of all products and services available to maximize revenue opportunities.
Negotiate fees for expedites and non-standard requests.
Negotiate concessions to resolve discrepancies and complaints.
Negotiate lead time, quantity and other adjustments that balance customer and company needs.
Provide other support to the corporation and divisions, as required.
Bachelor's degree, business administration preferred; Master's degree or MBA preferred.
10 years relevant aerospace sales experience, composites industry experience preferred.
Must have prior experience direct management experience for customer service and/or inside sales organizations with prior individual experience in customer service and/or inside sales responsibilities.
Preference for aerospace experience working for a US-based aerospace products manufacturer, composites preferred.
Must have persuasive oral communication skills, be fluent in written and spoken English; excellent business writing skills required.
Must have strong mathematical skills, able to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to comprehend three-dimensional objects in terms of area, volumes and square footage.
Ability to understand contracts and agreements.
Must have working knowledge of SAP and experience with CRM tools, preferably Salesforce.
Must have excellent computer skills including MS Office suite and SharePoint.
Understanding of industry, key customer and government specification and procedures.
Project and time management skills to manage multiple activities ranging from short term transactions to long lifecycle of engineered solutions.
Self-motivated, quick learner, comfortable working independently with minimal supervision.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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