Customer Service Manager

De Havilland Aircraft of Canada Limited; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading aerospace company based in Calgary is seeking a Customer Service Manager to lead customer relationships, process orders, and resolve service issues. The ideal candidate will have over 5 years of experience in customer service, preferably in the aerospace industry, along with strong communication and analytical skills. This role involves managing over eighty customers and working cross-functionally to enhance processes and efficiency.

Qualifications

• 5+ years of experience in customer service, sales, or account management.
• 2+ years in the Aerospace industry.
• Experience in logistics/supply chain is an asset.

Responsibilities

• Serve as the main contact for assigned customers.
• Manage a portfolio of over eighty customers.
• Oversee customer order processing.
• Identify and pursue opportunities for account growth.

Skills

Strong customer focus and relationship-building skills

Excellent communication skills, both verbal and written

Sound judgment and decision-making

Conflict resolution and de-escalation skills

Analytical skills with the ability to interpret data

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Project Management Certification (CAPM/PMP)

Continuous Improvement Certification (LEAN/Six Sigma)

Tools

ERP systems

CRM systems

Microsoft Office

Advanced Excel or Power BI skills

Job description

De Havilland Aircraft of Canada Limited (DHC) is a renowned name in the aerospace industry, recognized globally for its contributions to aviation, quality, innovation, and reliability. Headquartered in Calgary, AB, DHC employs approximately 1,400 staff across British Columbia, Alberta, Ontario, and international markets.

Founded in 1928, De Havilland Canada has a storied history of developing versatile aircraft used in various roles such as bush flying and commercial aviation. These aircraft are known for their durability, operational versatility, and excellent performance.

Today, De Havilland Canada operates as a comprehensive aerospace company, offering design, production, maintenance, repair, and overhaul (MRO) services, supported by skilled engineers, technicians, and industry professionals committed to high standards of craftsmanship and innovation.

Profile (Overview of Job)

The Customer Service Manager (CSM) acts as the primary liaison between De Havilland and its global aftermarket customer base. The role involves managing customer relationships, processing parts orders, resolving service issues, and supporting strategic growth across multiple accounts, including airlines, lessors, MROs, and brokers. The CSM ensures customer satisfaction by coordinating internal resources to deliver timely, value-driven services. The successful candidate will be required to work shifts.

Key Responsibilities

1. Serve as the main contact for assigned customers, ensuring professional and proactive communication.
2. Manage a portfolio of over eighty customers, including airlines, lessors, repair stations, and brokers, regarding their parts orders and accounts.
3. Oversee customer order processing, including quote generation, order entry, MRAs, exchanges, repairs, backorder tracking, and delivery coordination.
4. Follow-up on accounts receivable and resolve discrepancies.
5. Maintain customer master data and profiles.
6. Collaborate with Finance, Supply Chain, and Quality teams to resolve invoice, delivery, or quality issues.
7. Lead customer-facing projects such as provisioning, MRT events, and product transitions.
8. Identify and pursue opportunities for account growth and new business.
9. Prepare reports for customer review meetings and participate in customer events.
10. Work closely with other Customer Account Managers to develop solutions for customer challenges.
11. Make sound decisions, recommend proposals, and escalate issues when necessary.
12. Enhance processes for efficiency and customer satisfaction.
13. Participate in workshops for new technology or process implementation.
14. Support customer requirements by liaising with internal departments and analyzing customer data for executive presentations.

Qualifications

• 5+ years of experience in customer service, sales, or account management.
• 2+ years in the Aerospace industry (airlines, OEMs, contractors, etc.).
• Experience with ERP and CRM systems.
• Bachelor's degree in Business, Marketing, Communications, or related field preferred.
• Project Management Certification (CAPM/PMP) and Continuous Improvement Certification (LEAN/Six Sigma) are assets.
• Experience in logistics/supply chain is an asset.

Skills

• Strong customer focus and relationship-building skills.
• Excellent communication skills, both verbal and written.
• Sound judgment, decision-making, ownership, and urgency.
• Conflict resolution and de-escalation skills.
• Organized, detail-oriented, and capable of managing multiple priorities.
• Analytical skills with the ability to interpret data and identify trends.
• Proficiency in Microsoft Office; advanced Excel or Power BI skills are a plus.
• Ability to work cross-functionally in a fast-paced environment.
• Proven project management abilities.

De Havilland Canada is committed to Health & Safety excellence, requiring adherence to safety policies and the ability to perform physical tasks in various environmental conditions, including the use of PPE. We promote diversity and equal opportunity employment. All qualified applicants are encouraged to apply, with accommodations available during the recruitment process. Employment is contingent upon satisfactory background checks, including legal work authorization, references, employment verification, educational verification, and criminal record checks.