Global Aftermarket Customer Service Supervisor

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

RTX, a leader in aerospace and defense, is seeking a Global Customer Service Team Lead in the Philippines to plan, manage and coordinate CS reps across Aftermarket Services, ensuring customer satisfaction and on-time delivery.

You will recruit, coach, and develop 12-15 CS reps, partnering with Supply Chain, Planning, Engineering and Operations to drive improvements. This onsite role emphasizes leadership, collaboration and standardization.

Qualifications

• Associate or Bachelor's degree in supply chain, operations, engineering, or related field.

Responsibilities

• Manage, recruit, motivate, retain and develop Customer Service Representatives across Global Aftermarket Services.
• Create a service center culture emphasizing teamwork, empowerment and trust through coaching and performance measurement.
• Support onboarding and training for new starters within the department.
• Develop relationships with Aftermarket Services Leadership as the Voice of the Customer.
• Determine resource needs based on workload and future expectations.
• Drive continuous improvement and standardization across Global CS processes.
• Coordinate with Supply Chain, Planning, Engineering and Operations to support on-time delivery.
• Act as SME for Global CS processes in front-end MRP and site requirements.
• Authorize customer cancellations and credits after CSR investigation.
• Prepare, analyze and present Global CS Metrics for leadership.
• Support Accounts Receivable and Finance to reduce aging invoices.
• Supervise 12-15 CS Representatives.
• Geographic responsibility: Middle East and Africa including Interiors Product Group, Aftermarket Services.

Skills

Change management

Customer service

Leadership

Communication skills

Problem solving

Manufacturing experience

SAP

JDE E1

Education

Associate or Bachelor's degree in supply chain, operations, engineering, or related field

Tools

SAP

JDE E1

Job description

RTX, a leader in aerospace and defense, is seeking a Global Customer Service Team Lead in the Philippines to plan, manage and coordinate CS reps across Aftermarket Services, ensuring customer satisfaction and on-time delivery.

You will recruit, coach, and develop 12-15 CS reps, partnering with Supply Chain, Planning, Engineering and Operations to drive improvements. This onsite role emphasizes leadership, collaboration and standardization.